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, because only after I contacted the Revdex.com, and *** initiated a claim against Bob's furniture , only then did the refund miraculously appeared the next day to ***I am a long time experience member of *** and I am well aware of their refund policies and how it works, When a refund is sent to ***, *** immediately notify it's customers that a refund was sent to their account and will take 3-days to process, But in this case Bob's Furniture store did Not send the refund at the time they stated that they did They were irresponsible with my order and instead of apologizing and trying to find another solution, they were cold, and uncaring, and I was very upset at the way they handled the entire situationSo Yes I accept the response, But the excuse written in it is unacceptable to me Thank You Revdex.com for helping to resolve this issue speedily .
*** ***
Complaint: ***
I am rejecting this response because: I certainly Did NOT say that my dog chewed the cushionThat is what the technician said and he was jut assumingThis kind of rip had happened before an I received a new cushion at no costAfter viewing the horrible sewin job done they should be embarrassed enough to offer the cushion at no cost I told the person on the phone that even if the dog did do it that it was already damagedI had explained it was impossible for the dog to have done it because they are caged I want the cushion for free or my money back for the good proof.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: *** you can apologize all you want but that is simply not helping me, not in the least bitThe complaints buy other consumers have been dropped? That's what you would like to think, when was the last time you read the reviews? That script that you guys repeat over and over does not mean a thing to me, that's what you were told to say and it's all a bunch of bullThere are so many consumers out there who are planning a class action suite and signing petitions against Bob's discount furniture You can't place any blames in me you got that right but I do blame myself for spending my hard earned money with you people when I was told not toWhat you could do to assist my circumstance is to give me my money back and take your pest infested productsI agree that bed bugs are sneaky stowaways and that's why the could have very well be in you delivery truckTell me *** did you personally go out and inspect those trucks corner to corner to make sure there weren't any bed bugs insideI've been living in my apartment for years and my previous furniture I've had those for a very long time and I never had an issue, also let me just correct you I do not live in a multi complex apartment Bed bugs did not piggy back home eitherThat's little scripture you quot about bed bugs I could have gotten that off the Internet alsoRest assure that I will not drop my complaint instead I will take it to the media which I'm in the process of doing
Sincerely,
*** ***
Good Morning
line-height: 115%Verdana","sans-serif"">***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for the extended wait on the part order for your chair, you have
been extremely patient with us and I understand that you cannot wait any longer
for this concern to be resolvedI assure you that we never intended to loose
your trust in our business and are equally as disappointed as you in the length
of time it has taken us to receive this partAt this point I feel you
rightfully deserve an exchange and I hope that you will accept my sincerest
apologies for this failure
I
have processed the paperwork for your even exchange and ask that you contact
our Customer Care Department at ###-###-#### at your earliest convenience to
schedule this exchangeYou may also email me direct at ***
with an available date that will work for you to be home all day to receive this
deliveryCurrently our system reflects Thursday, February, 27th as
the soonest possible date we can schedule you for
Here
are the order numbers for your reference:
Return
order for the defective chair: ***
New
delivery of factory fresh chair: ***
Thank
you again for your patience and I further apologize for the negative impact
this has had on your valuable time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Mrs*** on April
27, and agreed to refund half the cost of the part order ($50.00)There may be a discrepancy between the service report and her explanation of the damage to the remoteDuring that telephone conversation I explained to Mrs*** that the explanation and type of damage she is reporting would have resulted in a denied goof proof claimGoof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs*** has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks***
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bed
Secondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changed
I did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculous
Now, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Good
Morning Revdex.com,
We are sorry that this customer had a bad experience using the
*** Insurance that they purchased.
I do see that you have already spoken to a Lead in our office and that
agent has set the pieces up for an exchange, which is scheduled to be delivered
If there is anything else we can assist with please advise.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
The issues I had with the queen bed (i.eSleeping on the floor for plus months still has not been addressed)I also have a voicemail and emails from right after the first Revdex.com complaint in which Bob's agreed to what I had requested in terms of compensation
Sincerely,
*** ***
Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directlyAt this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them overPlease see email communication copy
(below):
From:
*** *** Sent: Thursday, July 16, 11:AMTo: ***Subject: In response to your concern :Revdex.com Claim: ***/Customer No:
***
Hi ***,
This is *** from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address
As discussed I expect
that the part order should be arriving to you by the end of this month and I’m
so sorry it’s taken so long to get to you, we will be happy to issue you a
$Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed
If you’d like to
cancel the part order we can offer to exchange the merchandise for you instead
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you endured
while receiving your new bedI certainly understand the importance of having a
fully functional bed and I assure you that Bobs Discount Furniture cares very
much about satisfying our customers and making our failures right
Regretfully we, as a company, are unable to further discount the
pricing of merchandise that is in your home in factory fresh conditionI’m so
sorry that you feel our compensation offer in the form of a gift card was
unacceptable and I would like to convey that is it not an attempt to force you
into shopping with us again, but rather an attempt to earn your trust back in
our businessOn average we complete around 2,deliveries a day and your
poor overall experience is not the way we complete our businessWe do
have many cash and carry items that are available in our showrooms and pit
locations for under $Please know that it is far beyond our
procedures to offer any compensation in a monetary form and as I recognize we
have failed you so poorly I am working above and beyond to meet your needs as
our customer I am able to provide you
with a couple options for compensation which I have listed below, please
respond to me through this channel should you wish to accept one of these
options for resolution
Option 1:
Keep the $Gift Card to Bobs and we will refund your
original method of payment for $as a form of further apology from us
-Or-
Option 2:
We will void out the $Gift Card to Bobs and we will refund
your original method of payment for the price you paid for your delivery fee =
$
I
apologize again *** that you had to stress at all during your new furniture
purchase and I look forward to hearing back from you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have an even exchange scheduled for to resolve the
remaining concerns with this merchandise.
We have requested the pieces be inspected to ensure the pieces have no
manufacturing defects. This set does
have a distressed look to the pieces, so there will be added
imperfections.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce delivery is completed, any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and they will be able to speak with our Customer Care Office
prior to the delivery team leaving their residence on 3.24.15. We will review the account and at that time will
determine what we are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to this customer
that he has had to deal with so many frustrations as a result of our failures
I have been in contact with the trucking company today (5.08.2014) in regards
to ensuring he gets the follow up he deserves on his property claimThis is
the last email response I received from the trucking company as of 3:05pm
today:
This customer has been contacted
multiple times. I have called at 12:53pm today and left a detailed message
for the claimant to return our calls. If the customer once again
contacts, please forward them onto us.
Thanks,
*** ***
*** *** ***
*** *** *** *** *** * ***
** *** ***
*** ** ***
** *** ** ***
***
Please ask that our customer
follows up directly with the delivery company at this time to resolve his
property claim concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approvedIn this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areasWe again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** companyTo move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
We are very sorry that the *** *** policy did not work to this
customer’s
expectations. They have asked that the
*** *** *** be canceled and that has been completed by my colleague Nate. We apologize that this damage was not
covered. The pieces in the home no
longer have any remaining protection plan.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the multiple failed delivery attempts of your tables
Our records indicate that the tables were returned on March, 24, and refund check number *** was processed
on March 26, in the amount of $356.93; The bank has confirmed that the check was endorsed on April 1,
Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have causedIt is our hope that you will allow us another opportunity in the future to restore your faith in our products and service
Complaint: ***
I am rejecting this response because:
All the items where not listed All my seat cushions (5) are flatThe back support pillows (5) are saggedThe through pillows are frayed The six drawer tracks on the mirror dresser are sliding out on there own And one broken draws on the chest unit With only years of purchase it's unacceptable that this product would have sooo many defects I would like all my items listed above replaced I do not wish to return the items for store credit and have another horrible expiriance with your product And since a refund on the furniture is out of the question replace the items and refund that even worst service of goof prof I think replacing a few tracks and pillows is a small price to pay on your partWhen I have to live with this product knowing that the shelf life is yearsAnd I have to spend more money else where to buy new furniture
Sincerely,
*** ***
Good
Afternoon Revdex.com,
I spoke with Mrs*** today
(1.14.2015) and Bobs Discount Furniture has agreed to provide our customer with
a new seat casing as a courtesyI have disclosed the shipping details of this
casing to Mrs.*** and apologized to her for the lack of care her concerns
have been met with at the *** company
We thank Revdex.com for providing us with
opportunity to make our customers happy
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their experience with us
I see that this customer has already spoken with one of
my colleague and it appears the customer will be having the exchange completed
on
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
Complaint: ***
I am rejecting this response because:Your response indicates "we have a resolution in place" I was not made aware of what the resolution was
Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team It now has been working days since I received this piece and no one has had the courtesy to follow up.
I continue to receive poor customer service and I do not accept this as a resolution to my complaint
Sincerely,
*** ***
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, because only after I contacted the Revdex.com, and *** initiated a claim against Bob's furniture , only then did the refund miraculously appeared the next day to ***I am a long time experience member of *** and I am well aware of their refund policies and how it works, When a refund is sent to ***, *** immediately notify it's customers that a refund was sent to their account and will take 3-days to process, But in this case Bob's Furniture store did Not send the refund at the time they stated that they did They were irresponsible with my order and instead of apologizing and trying to find another solution, they were cold, and uncaring, and I was very upset at the way they handled the entire situationSo Yes I accept the response, But the excuse written in it is unacceptable to me Thank You Revdex.com for helping to resolve this issue speedily .
*** ***
Complaint: ***
I am rejecting this response because: I certainly Did NOT say that my dog chewed the cushionThat is what the technician said and he was jut assumingThis kind of rip had happened before an I received a new cushion at no costAfter viewing the horrible sewin job done they should be embarrassed enough to offer the cushion at no cost I told the person on the phone that even if the dog did do it that it was already damagedI had explained it was impossible for the dog to have done it because they are caged I want the cushion for free or my money back for the good proof.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: *** you can apologize all you want but that is simply not helping me, not in the least bitThe complaints buy other consumers have been dropped? That's what you would like to think, when was the last time you read the reviews? That script that you guys repeat over and over does not mean a thing to me, that's what you were told to say and it's all a bunch of bullThere are so many consumers out there who are planning a class action suite and signing petitions against Bob's discount furniture You can't place any blames in me you got that right but I do blame myself for spending my hard earned money with you people when I was told not toWhat you could do to assist my circumstance is to give me my money back and take your pest infested productsI agree that bed bugs are sneaky stowaways and that's why the could have very well be in you delivery truckTell me *** did you personally go out and inspect those trucks corner to corner to make sure there weren't any bed bugs insideI've been living in my apartment for years and my previous furniture I've had those for a very long time and I never had an issue, also let me just correct you I do not live in a multi complex apartment Bed bugs did not piggy back home eitherThat's little scripture you quot about bed bugs I could have gotten that off the Internet alsoRest assure that I will not drop my complaint instead I will take it to the media which I'm in the process of doing
Sincerely,
*** ***
Good Morning
line-height: 115%Verdana","sans-serif"">***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for the extended wait on the part order for your chair, you have
been extremely patient with us and I understand that you cannot wait any longer
for this concern to be resolvedI assure you that we never intended to loose
your trust in our business and are equally as disappointed as you in the length
of time it has taken us to receive this partAt this point I feel you
rightfully deserve an exchange and I hope that you will accept my sincerest
apologies for this failure
I
have processed the paperwork for your even exchange and ask that you contact
our Customer Care Department at ###-###-#### at your earliest convenience to
schedule this exchangeYou may also email me direct at ***
with an available date that will work for you to be home all day to receive this
deliveryCurrently our system reflects Thursday, February, 27th as
the soonest possible date we can schedule you for
Here
are the order numbers for your reference:
Return
order for the defective chair: ***
New
delivery of factory fresh chair: ***
Thank
you again for your patience and I further apologize for the negative impact
this has had on your valuable time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,I spoke with Mrs*** on April
27, and agreed to refund half the cost of the part order ($50.00)There may be a discrepancy between the service report and her explanation of the damage to the remoteDuring that telephone conversation I explained to Mrs*** that the explanation and type of damage she is reporting would have resulted in a denied goof proof claimGoof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs*** has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks***
Complaint: ***
I am rejecting this response because: First offYour apologies are super irrelevant and not neededYour apology isn't doing anything for my daughter, who should be sleeping on her bed
Secondly, no where in the contract, sales flyer or trifold, that I received, does it state that if I have moved, the bunk bed wouldn't be covered- yes I understand that Bob's wasn't there to assemble or disassemble it, however I hired professionals to do soI moved about months ago and I think if they would of assembled it incorrectly it would of fell apart right there and thenAlso, the wood completely broke it wasn't anything with assembling. Since I changed my address and phone number I believe that's the reason why you can't find me- which is silly if the times I've called I updated my information & my name hasn't changed
I did contact Bob's and they said they couldn't help me because the manufacturer would only cover for the first year which doesn't make sense to me if at the time of purchase they said the insurance is "good" for yearsI also called Guardian and the representative told me that since this wasn't accidental there is nothing they could doSo I asked what they considered to be accidental and she said, " if you were to be moving the bed and it fell or you know, if you were vacuuming and happen to hit the bed, causing the bed to collapse"- those were the exact words from the representativeIn frustration, I asked the representative if I should accidentally move the bed, since it the other side would fall, then call and report it accidentalHer answer to me was, "yes" I just think that was absolutely ridiculous
Now, being that you are stating that there is no recourse to offer me as an unsatisfied customer, I will take legal actionsI will also be contacting the media and putting Bob's furniture name out there so everyone who even thinks about making a purchase could really think about it before they commit the same mistake I did!
***
Good
Morning Revdex.com,
We are sorry that this customer had a bad experience using the
*** Insurance that they purchased.
I do see that you have already spoken to a Lead in our office and that
agent has set the pieces up for an exchange, which is scheduled to be delivered
If there is anything else we can assist with please advise.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
The issues I had with the queen bed (i.eSleeping on the floor for plus months still has not been addressed)I also have a voicemail and emails from right after the first Revdex.com complaint in which Bob's agreed to what I had requested in terms of compensation
Sincerely,
*** ***
Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directlyAt this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them overPlease see email communication copy
(below):
From:
*** *** Sent: Thursday, July 16, 11:AMTo: ***Subject: In response to your concern :Revdex.com Claim: ***/Customer No:
***
Hi ***,
This is *** from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address
As discussed I expect
that the part order should be arriving to you by the end of this month and I’m
so sorry it’s taken so long to get to you, we will be happy to issue you a
$Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed
If you’d like to
cancel the part order we can offer to exchange the merchandise for you instead
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you endured
while receiving your new bedI certainly understand the importance of having a
fully functional bed and I assure you that Bobs Discount Furniture cares very
much about satisfying our customers and making our failures right
Regretfully we, as a company, are unable to further discount the
pricing of merchandise that is in your home in factory fresh conditionI’m so
sorry that you feel our compensation offer in the form of a gift card was
unacceptable and I would like to convey that is it not an attempt to force you
into shopping with us again, but rather an attempt to earn your trust back in
our businessOn average we complete around 2,deliveries a day and your
poor overall experience is not the way we complete our businessWe do
have many cash and carry items that are available in our showrooms and pit
locations for under $Please know that it is far beyond our
procedures to offer any compensation in a monetary form and as I recognize we
have failed you so poorly I am working above and beyond to meet your needs as
our customer I am able to provide you
with a couple options for compensation which I have listed below, please
respond to me through this channel should you wish to accept one of these
options for resolution
Option 1:
Keep the $Gift Card to Bobs and we will refund your
original method of payment for $as a form of further apology from us
-Or-
Option 2:
We will void out the $Gift Card to Bobs and we will refund
your original method of payment for the price you paid for your delivery fee =
$
I
apologize again *** that you had to stress at all during your new furniture
purchase and I look forward to hearing back from you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have an even exchange scheduled for to resolve the
remaining concerns with this merchandise.
We have requested the pieces be inspected to ensure the pieces have no
manufacturing defects. This set does
have a distressed look to the pieces, so there will be added
imperfections.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce delivery is completed, any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and they will be able to speak with our Customer Care Office
prior to the delivery team leaving their residence on 3.24.15. We will review the account and at that time will
determine what we are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to this customer
that he has had to deal with so many frustrations as a result of our failures
I have been in contact with the trucking company today (5.08.2014) in regards
to ensuring he gets the follow up he deserves on his property claimThis is
the last email response I received from the trucking company as of 3:05pm
today:
This customer has been contacted
multiple times. I have called at 12:53pm today and left a detailed message
for the claimant to return our calls. If the customer once again
contacts, please forward them onto us.
Thanks,
*** ***
*** *** ***
*** *** *** *** *** * ***
** *** ***
*** ** ***
** *** ** ***
***
Please ask that our customer
follows up directly with the delivery company at this time to resolve his
property claim concern
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"background: white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
original sales invoice provided to the customer and routinely signed as agreed
to by the purchaser does disclose that Bobs Discount Furniture is responsible
for any defect within a one year period of delivery onlyAny additional protection
the customer opted to purchase is through a third party company which we take
every opportunity to educate the consumer on
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approvedIn this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the terms
and conditions (*** provides) for your reviewPlease see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defectsRepair and replacement are specifically
excluded
on split hides used in seating areasWe again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further and dispute the claim with *** on their behalf should we
feel necessary
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damageOur records indicate
that as advertised this particular set is not built from its vendor using
bonded leatherAs stated in the terms and conditions ***’s rule is that peeling
on leather is not coveredFurther reading of the terms and conditions page
will also indicate that an accident needs to be reported for any occurrence to
be coveredRegretfully if more, appropriate information is not presented from
the customer we will be unable to help further facilitate a dispute between our
company and the *** companyTo move forward please advise the customer
that we require a minimum of four (3) pictures (in color) for each item that is
“Peeling”I have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
-Minimum Photos of the Loveseat:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
We are very sorry that the *** *** policy did not work to this
customer’s
expectations. They have asked that the
*** *** *** be canceled and that has been completed by my colleague Nate. We apologize that this damage was not
covered. The pieces in the home no
longer have any remaining protection plan.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning ***,
Thank you for choosing Bob's Discount FurnitureI apologize for the multiple failed delivery attempts of your tables
Our records indicate that the tables were returned on March, 24, and refund check number *** was processed
on March 26, in the amount of $356.93; The bank has confirmed that the check was endorsed on April 1,
Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have causedIt is our hope that you will allow us another opportunity in the future to restore your faith in our products and service
Complaint: ***
I am rejecting this response because:
All the items where not listed All my seat cushions (5) are flatThe back support pillows (5) are saggedThe through pillows are frayed The six drawer tracks on the mirror dresser are sliding out on there own And one broken draws on the chest unit With only years of purchase it's unacceptable that this product would have sooo many defects I would like all my items listed above replaced I do not wish to return the items for store credit and have another horrible expiriance with your product And since a refund on the furniture is out of the question replace the items and refund that even worst service of goof prof I think replacing a few tracks and pillows is a small price to pay on your partWhen I have to live with this product knowing that the shelf life is yearsAnd I have to spend more money else where to buy new furniture
Sincerely,
*** ***
Good
Afternoon Revdex.com,
I spoke with Mrs*** today
(1.14.2015) and Bobs Discount Furniture has agreed to provide our customer with
a new seat casing as a courtesyI have disclosed the shipping details of this
casing to Mrs.*** and apologized to her for the lack of care her concerns
have been met with at the *** company
We thank Revdex.com for providing us with
opportunity to make our customers happy
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused
this customer during their experience with us
I see that this customer has already spoken with one of
my colleague and it appears the customer will be having the exchange completed
on
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
Complaint: ***
I am rejecting this response because:Your response indicates "we have a resolution in place" I was not made aware of what the resolution was
Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team It now has been working days since I received this piece and no one has had the courtesy to follow up.
I continue to receive poor customer service and I do not accept this as a resolution to my complaint
Sincerely,
*** ***