">Good
Afternoon Revdex.com-
We are
very sorry that this customer is experiencing this issue. The pieces are under manufacturing warranty. This is a guarantee that covers the pieces by
the manufacturer for defects only. This
customer chose to put the casings into the washing machine. The washing caused the damages that are being
reported. This material is meant to be spot cleaned
only. I am sorry that this has happened
to this customer, unfortunately, it is not a manufacturing defect. We can certainly offer for the customer to
purchase replacement parts
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the extended wait time
our customer has endured on this courtesy part orderWe certainly thank our
customer for communicating the information they were provided to us via the Revdex.com
so that we can ensure our agents are adequately coached on their failures
Our records indicate that this customer should receive their part
order no later then the end of the day on Monday February 1, The customer
can reference this UPS shipment under tracking number:
*** via the UPS website
Purchased a leather couch from Bob'sWhen it arrived it had a terrible sulfur odorYou could smell it in the room when you walked inI let them know but they said it should dissipateMonths later it still smellsWe don't even sit in that room anymoreMy kids smell like sulfur if they sit on the couchIt is so gross! Do yourself a favor don't go to Bob's it's not worth the headacheIt's owned by a big company not Bob and they really don't careThey said smell is not covered by warranty that we should just open our windowsThanks Bob your furniture literally stinks
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 carries
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
approved
In 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 areas
We 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 damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully 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 *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- 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
*** *** *** ***
I purchased a dinning room set of table and eight chairs We have been having problems due to the poor quality of the furniture from the beginning Screws are constantly becoming loose and falling out from the chairs Not only does this pose a choking hazard for my baby, but it results in wobbly chair legs and cushions that fall off the chair The table was also cosntantly wobbling so much so that drinks were spilling Bob's sends out technicians, but we have had to do this repeatedly in the three years since purchasing the furniture, and when they do come, the job is often not completed, ie chairs are left loose with disconnected cushions
Good Morning Revdex.com,
While we apologize
to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and report provided to ***The report
discloses approxareas of staining that range anywhere from -inches
each
The claim was deemed ineligible for coverage as the *** company as that
this is accumulated damage and could have been preventedThey are firm that by
their assessment the damaged areas do not match the scenario provided; which
was the customer stating that the pet threw up on the furniture*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we
truly wish we could, we are unable to force another business into overturning a
claim
Furthermore I am confused as to where in the “contract” that the
customer continues to reference they have located information regarding any
mess - any size would be covered by ***I have attached the general terms
and conditions associated with the *** coverage and I do not find any
section that depicts what the customer is attempting to disputeI do however
find the following sections that fall in line with the *** denial:
See under the ‘Exclusions to Coverage Section’:
General
soiling, which is defined as a gradual buildup of dirt, dust, body oils,
perspiration,
or any other accumulated stains, that cannot be attributed to a
single
occurrence
And
Repeated
pet bodily fluid stains, which are considered preventable occurrences
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 defect I
apologize that we have no further recourse to offer this concern directly at
this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:
I am rejecting this response because:
Sincerely,
*** ***
I don't accept the response and I will take further action outside of Revdex.com since we can't seem to get satisfaction hereI appreciate Tracy's time from your busy schedule but the fact that my credit score has gone down quite a few points and hinders me from accomplishing specific planned goals, I am negatively affected and the opportunity cost is a setback that will take time to rebuild
Before I contacted Bobs Directly I went ahead and followed the process to file a claimI was informed by *** that my issue was not covered but that bobs is responsibleI went ahead and contacted bobs and spoke with someone in the customer service department who agreed it was an issue that bobs is responsible to repairHe went ahead and set up the appointmentUpon inspection by the tech you guys so GENEROUSLY sent free of charge, a decision was made by the tech that the sofa is not repairable and due to the warranty I have with bobs furniture, bobs will either make the decision to send a tech with replacement parts to repair the sofa, replace the sofa, or if not available credit the amount paid to purchase something newTwo individuals that represent your company have agreed this is an issue that bobs needs to repair or replaceMyself, like many of your customers have been robbed due the "We have no further recourse" your claims department is trained to say.
Complaint:***
I am rejecting this response because:
Sincerely,*** ***
Good Morning Revdex.com,
size="3">Our records reflect that we are scheduled to service this
customer’s product on for the concerns listed here
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyerBobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resourcesThis consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of raritiesWe look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">I have just left *** a message at the phone number she has
provided within this complaintIf for some reason my message did not take
please pass on my direct phone number of ###-###-#### as well as my email address:
*** for ***’s use
We are working at full capacity to provide our customer the
resolution she seeks within the time frame she has allottedI have located the
parts our customer needs and was just given confirmation that these parts
should be shipped out today from *** ** I agree with our customer that the wait time
for these glass pieces has been absurd and it is completely unacceptable for
any company to ask their customer to wait so long for merchandiseI am so
sorry that *** has had to waste so much of her valuable time trying to get our
errors corrected
If the customer is comfortable with it, I would truly appreciate
the opportunity to speak directly with her by phone or email
Thank You
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
THE ALTERNATIVE THAT BOO'S FURNITURE OFFERS ARE NOT ACCEPTABLE, THEY OFFER TO EX CHANGE MY LIVING AND DINING ROOMDOING SO WILL RESULT IN BUYING THE SAME MATERIAL THAT I'M NOT SATISFY WITH ITTHE POOR QUALITY OF THE WOOD IS NOT ACCEPTABLEI WANT A FULL REFUND
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I reached
out to *** today (10.14.2014) by phone and left him a message with my
direct contact number for return callI do hope to speak with him soon and I am
genuinely very sorry for the unanticipated back order on the merchandise he has
been expecting to be delivered
Our retail
location has made several changes to this order from its original status and
regretfully I cannot update this account any further without first speaking
with *** and then verifying all information through our retail
location
I am
currently awaiting the customer’s call back to me and apologize again that we
have caused our customer any inconvenience during this purchase
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels that they can no longer trust us
to deliver correctly
The set in the home was set up as a courtesy
reselection for this customer. The set
in the home does not have any manufacturer’s defects. On any power motion set, small gaps or
spacing is necessary. If there was no
space and the pieces fit tightly, they would not be able to move or
recline.
As this set is up to manufacturer’s standards we would
not be able to offer a refund for a personal preference issue. We can absolutely offer this customer a
second attempt on the Commander set. I
do see that there was a small tear, a delivery caused damage on this set and so
the first attempt was refused. If the
customer wants to proceed with this set we can absolutely offer to compensate
this customer for the frustration of multiple deliveries.
We can also offer the customer a discount on the set in
the home a concession to keep the set, if that is something they would like to
discuss.
To schedule the delivery for the Commander set or to
discuss the option of a concession to keep please call customer care at
###-###-#### Mon through Sat 7:00am to 8:00pm or Sunday 11:00am to 7:00pm
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: I used the bobs wood cleaner and a cloth to clean the table and after I saw all the scratch marks, we haven't even ate at this table yetPlease give me a call at the phone number ###-###-####
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for the
miscommunication and delay this customer
has dealt with. We are showing that
*** has possession of the mechanism, it is on the truck today for
delivery. Tracking number is ***. Once the customer has received this we ask
the customer to call in to schedule an installation. Thank you for bringing this concern to our
attention.
Sincerely,
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,
*** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***
Dear Revdex.com,
tab-stops: 334.5pt;">
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com-
size="3">
We are very sorry about the confusion on this
customer’s credit. This customer opened
a new complaint without closing the previous complaint. The offer we had extended was very specific
that accepting the reselection credit would fulfill the one time replacement
that the *** warranty allows. Please see
attached the letter of offer that the customer is referring to
I have reviewed the call that the customer mentions
with the agent named Larry, he is not a supervisor, he did not reach out to
her, she called into the call center and he was the next available agent
free. He at no time during the duration
of the call claimed to be a supervisor of any kind. He did not tell this customer that she was
going to be credited for *** ***. He
told her exactly what was listed in the credit, which matched my offer. We would waive the delivery fee, but the *** *** contract could not be credited. He
did however tell her that after the delivery the customer could call back and
request an account review for compensation in the form of a Bob’s Gift
Card.
We will not be extending an offer for refund, nor would
we be able to offer to credit this customer for the *** *** insurance. This policy allows for multiple services and
parts. It does allow for a one time
replacement on any piece and then is considered fulfilled. The offer stands as it was originally
submitted
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com-
We are very sorry that there has been a malfunction
on a part on the power bed. I do see
that the part was shipped to the customer today 5/11/via ***. Looking into the account further I see we do
have service appointments available in this customers area for Saturday
5/14/16. I have reached out to this
customer and left a voicemail to give us a call back if Saturday 5/14/will
not work for this customer. Otherwise we
fully expect this complaint to be completely rectified Saturday 5/14/
SERVICE
POLICY
We guarantee
that our new products will be free from factory defects for one year from date
of delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate
Liaison
Bob’s Discount
Furniture
">Good
Afternoon Revdex.com-
We are
very sorry that this customer is experiencing this issue. The pieces are under manufacturing warranty. This is a guarantee that covers the pieces by
the manufacturer for defects only. This
customer chose to put the casings into the washing machine. The washing caused the damages that are being
reported. This material is meant to be spot cleaned
only. I am sorry that this has happened
to this customer, unfortunately, it is not a manufacturing defect. We can certainly offer for the customer to
purchase replacement parts
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the extended wait time
our customer has endured on this courtesy part orderWe certainly thank our
customer for communicating the information they were provided to us via the Revdex.com
so that we can ensure our agents are adequately coached on their failures
Our records indicate that this customer should receive their part
order no later then the end of the day on Monday February 1, The customer
can reference this UPS shipment under tracking number:
*** via the UPS website
Purchased a leather couch from Bob'sWhen it arrived it had a terrible sulfur odorYou could smell it in the room when you walked inI let them know but they said it should dissipateMonths later it still smellsWe don't even sit in that room anymoreMy kids smell like sulfur if they sit on the couchIt is so gross! Do yourself a favor don't go to Bob's it's not worth the headacheIt's owned by a big company not Bob and they really don't careThey said smell is not covered by warranty that we should just open our windowsThanks Bob your furniture literally stinks
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 carries
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
approved
In 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 areas
We 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 damageAs stated in the
terms and conditions ***’s rule is that seam separations are not covered
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered*** has
disclosed to us that the report the customer gave them indicated seam separations
(not covered) and the customer did not provide them with any indication of an
accident occurring causing the damage they reported Regretfully 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 *** company
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to ***I have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the Sofa
Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- 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
*** *** *** ***
I purchased a dinning room set of table and eight chairs We have been having problems due to the poor quality of the furniture from the beginning Screws are constantly becoming loose and falling out from the chairs Not only does this pose a choking hazard for my baby, but it results in wobbly chair legs and cushions that fall off the chair The table was also cosntantly wobbling so much so that drinks were spilling Bob's sends out technicians, but we have had to do this repeatedly in the three years since purchasing the furniture, and when they do come, the job is often not completed, ie chairs are left loose with disconnected cushions
Good Morning Revdex.com,
s that
While we apologize
to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and report provided to ***The report
discloses approxareas of staining that range anywhere from -inches
each
The claim was deemed ineligible for coverage as the *** company a
this is accumulated damage and could have been preventedThey are firm that by
their assessment the damaged areas do not match the scenario provided; which
was the customer stating that the pet threw up on the furniture*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we
truly wish we could, we are unable to force another business into overturning a
claim
Furthermore I am confused as to where in the “contract” that the
customer continues to reference they have located information regarding any
mess - any size would be covered by ***I have attached the general terms
and conditions associated with the *** coverage and I do not find any
section that depicts what the customer is attempting to disputeI do however
find the following sections that fall in line with the *** denial:
See under the ‘Exclusions to Coverage Section’:
General
soiling, which is defined as a gradual buildup of dirt, dust, body oils,
perspiration,
or any other accumulated stains, that cannot be attributed to a
single
occurrence
And
Repeated
pet bodily fluid stains, which are considered preventable occurrences
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 defect I
apologize that we have no further recourse to offer this concern directly at
this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:
I am rejecting this response because:
Sincerely,
*** ***
I don't accept the response and I will take further action outside of Revdex.com since we can't seem to get satisfaction hereI appreciate Tracy's time from your busy schedule but the fact that my credit score has gone down quite a few points and hinders me from accomplishing specific planned goals, I am negatively affected and the opportunity cost is a setback that will take time to rebuild
Before I contacted Bobs Directly I went ahead and followed the process to file a claimI was informed by *** that my issue was not covered but that bobs is responsibleI went ahead and contacted bobs and spoke with someone in the customer service department who agreed it was an issue that bobs is responsible to repairHe went ahead and set up the appointmentUpon inspection by the tech you guys so GENEROUSLY sent free of charge, a decision was made by the tech that the sofa is not repairable and due to the warranty I have with bobs furniture, bobs will either make the decision to send a tech with replacement parts to repair the sofa, replace the sofa, or if not available credit the amount paid to purchase something newTwo individuals that represent your company have agreed this is an issue that bobs needs to repair or replaceMyself, like many of your customers have been robbed due the "We have no further recourse" your claims department is trained to say.
Complaint:***
I am rejecting this response because:
Sincerely,*** ***
Good Morning Revdex.com,
size="3">Our records reflect that we are scheduled to service this
customer’s product on for the concerns listed here
The customer’s Goof Proof Plus Plan is made up of two
different portions as fully indicated on our sales receipt and informational
sales flyerBobs Discount Furniture covers factory defects while a company
called Guardian Protection Products covers many occurrences of in home
accidental damage For obvious reasons
when speaking with Guardian the customer must report an accidental occurrence in
order to gain accidental coverage resourcesThis consumer initially contacted
Guardian, reported their concerns and was denied directly by Guardian, not Bobs
Discount Furniture
In the future we recommend the customer contact Bobs
Discount Furniture first and in the case we must refer the customer to Guardian
for accidental occurrences we have an internal transfer line set up for these
type of raritiesWe look forward to servicing this customer’s merchandise
under the factory defect coverage guidelines on
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">I have just left *** a message at the phone number she has
provided within this complaintIf for some reason my message did not take
please pass on my direct phone number of ###-###-#### as well as my email address:
*** for ***’s use
We are working at full capacity to provide our customer the
resolution she seeks within the time frame she has allottedI have located the
parts our customer needs and was just given confirmation that these parts
should be shipped out today from *** ** I agree with our customer that the wait time
for these glass pieces has been absurd and it is completely unacceptable for
any company to ask their customer to wait so long for merchandiseI am so
sorry that *** has had to waste so much of her valuable time trying to get our
errors corrected
If the customer is comfortable with it, I would truly appreciate
the opportunity to speak directly with her by phone or email
Thank You
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
THE ALTERNATIVE THAT BOO'S FURNITURE OFFERS ARE NOT ACCEPTABLE, THEY OFFER TO EX CHANGE MY LIVING AND DINING ROOMDOING SO WILL RESULT IN BUYING THE SAME MATERIAL THAT I'M NOT SATISFY WITH ITTHE POOR QUALITY OF THE WOOD IS NOT ACCEPTABLEI WANT A FULL REFUND
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I reached
out to *** today (10.14.2014) by phone and left him a message with my
direct contact number for return callI do hope to speak with him soon and I am
genuinely very sorry for the unanticipated back order on the merchandise he has
been expecting to be delivered
Our retail
location has made several changes to this order from its original status and
regretfully I cannot update this account any further without first speaking
with *** and then verifying all information through our retail
location
I am
currently awaiting the customer’s call back to me and apologize again that we
have caused our customer any inconvenience during this purchase
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels that they can no longer trust us
to deliver correctly
The set in the home was set up as a courtesy
reselection for this customer. The set
in the home does not have any manufacturer’s defects. On any power motion set, small gaps or
spacing is necessary. If there was no
space and the pieces fit tightly, they would not be able to move or
recline.
As this set is up to manufacturer’s standards we would
not be able to offer a refund for a personal preference issue. We can absolutely offer this customer a
second attempt on the Commander set. I
do see that there was a small tear, a delivery caused damage on this set and so
the first attempt was refused. If the
customer wants to proceed with this set we can absolutely offer to compensate
this customer for the frustration of multiple deliveries.
We can also offer the customer a discount on the set in
the home a concession to keep the set, if that is something they would like to
discuss.
To schedule the delivery for the Commander set or to
discuss the option of a concession to keep please call customer care at
###-###-#### Mon through Sat 7:00am to 8:00pm or Sunday 11:00am to 7:00pm
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because: I used the bobs wood cleaner and a cloth to clean the table and after I saw all the scratch marks, we haven't even ate at this table yetPlease give me a call at the phone number ###-###-####
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for the
miscommunication and delay this customer
has dealt with. We are showing that
*** has possession of the mechanism, it is on the truck today for
delivery. Tracking number is ***. Once the customer has received this we ask
the customer to call in to schedule an installation. Thank you for bringing this concern to our
attention.
Sincerely,
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,
*** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on our sincerest apologies
for any inconvenience caused to Mr*** to experienceUpon researching this
concern I have been educated that it was the credit card company directly
seeking verification of ID off of Mr***’s web sale and not a request
initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any
customer’s personal security seriously and take the precautions we feel necessary
to protect all customers alike.
As I have just received this complaint
today (1.09.2015) further research into this account shows that after this complaint
was initially sent to you on (within hours) one of our Customer Care Management
tiers established contact with Mr.***, also providing him with her direct
contact information for future use
We stand behind the information our
highest level of Customer Care has already communicated to Mr*** and
apologize again for any frustration he has experienced during this transaction
Kindest Regards,
***. ***
Bobs Discount Furniture
*** ***
Dear Revdex.com,
tab-stops: 334.5pt;">
Please pass on our deepest apologies for any disappointment this
customer is experiencing with the ‘*** ***’ Plan or the merchandise listed
here
Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and
come up with no matching records for any of those three key indicators
Can you please ask the consumer to verify the invoice number (order
number) associated with their purchase so that I can proceed in assisting on
this complaint further? They can locate
this order number via the sales receipt provided at the time of purchase
If the order number is not available please have the consumer list the
purchaser’s name that should be listed on this account and/or the delivery
address associated with this merchandise originally
We ask that the customer responds to us thru this Revdex.com channel so that
your efforts in excellent mediation assistance are not wasted
Kindest Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com-
size="3">
We are very sorry about the confusion on this
customer’s credit. This customer opened
a new complaint without closing the previous complaint. The offer we had extended was very specific
that accepting the reselection credit would fulfill the one time replacement
that the *** warranty allows. Please see
attached the letter of offer that the customer is referring to
I have reviewed the call that the customer mentions
with the agent named Larry, he is not a supervisor, he did not reach out to
her, she called into the call center and he was the next available agent
free. He at no time during the duration
of the call claimed to be a supervisor of any kind. He did not tell this customer that she was
going to be credited for *** ***. He
told her exactly what was listed in the credit, which matched my offer. We would waive the delivery fee, but the *** *** contract could not be credited. He
did however tell her that after the delivery the customer could call back and
request an account review for compensation in the form of a Bob’s Gift
Card.
We will not be extending an offer for refund, nor would
we be able to offer to credit this customer for the *** *** insurance. This policy allows for multiple services and
parts. It does allow for a one time
replacement on any piece and then is considered fulfilled. The offer stands as it was originally
submitted
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Morning Revdex.com-
We are very sorry that there has been a malfunction
on a part on the power bed. I do see
that the part was shipped to the customer today 5/11/via ***. Looking into the account further I see we do
have service appointments available in this customers area for Saturday
5/14/16. I have reached out to this
customer and left a voicemail to give us a call back if Saturday 5/14/will
not work for this customer. Otherwise we
fully expect this complaint to be completely rectified Saturday 5/14/
SERVICE
POLICY
We guarantee
that our new products will be free from factory defects for one year from date
of delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate
Liaison
Bob’s Discount
Furniture