Good Morning Revdex.com,
face="Calibri">Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this productWe also send our best wishes to her and her children as I’m
sure this scenario came as quite a shockWhile we acknowledge this consumer’s
concern and wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale
Working off
of the information the customer has outlined here I can convey that in the year
of Bobs Discount Furniture offered a protection plan called ‘Goof Proof’
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damageThe sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called GuardianShould this merchandise have
been delivered in as the customer outlines the factory defect warranty
thru our business directly would have expired in the year meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new addressAs our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bedI believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">This customer reported these concerns thru an alternate social
media channel as well and as of the desired settlement was reached thru our Customer Care
Department
Pick up of the merchandise is scheduled to occur on
and we consider this complaint closed from our end at this time
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just left a message on ***’s machine via the ‘daytime
phone number’ she has listed in this complaintMy message indicated that we
have placed a store credit in our system under ***’s account for the price
she paid for her dining room set*** can return to our showroom and select
a new dining room set (as early as right now) or even just new chairs if she
would prefer to keep the table she currently hasWe will not charge *** a
new delivery fee for her new merchandise and we will remove the defective
merchandise from her home on the same date we deliver
The credit number reflected in our system is: *** and
this credit will remain open for use through
We are very sorry for the manner in which our customer’s
concerns have been addressed and we truly thank our customer for bringing her
poor experience to our attentionI have also left my direct phone number on
***’s machine in case she has questions or would like to speak with someone
further regarding her account
Thank you
for providing us the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to *** for the
aggravation that he has endured while seeking resolution and the part he paid
us forWe truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in shipping time is our responsibility to
own
We have placed the necessary paperwork into *** records to schedule and even exchange of the damaged chair for a factory fresh model
I have personally left *** a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refundI provided them with your name and titleHopefully this will all get squared awayAgain your store representatives were amazing , but please I beg you to work with your customer support teamAnother attempt was made to get the bed fixed by a tech named Singh who was absolutely amazingUnfortunately he was unable to rectify the issueThanks again for understanding God bless
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan V***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry for the outrageous and unacceptable
experience our customer has suffered through while making this purchase from
usWe do not, on any level, find that the experiences our customer has alleged
took place a representation of the excellent customer care we strive for every
day we are in businessThe issues that *** and her family had to deal with
were entirely our fault and I am truly embarrassed by the lack of empathy our
customer’s concerns were met withHaving been our Customer Care Training
Supervisor for many years previous to my current position, I assure *** that
our agents our trained and continually coached to recognize every call as a
unique situation; should they not be able to properly handle the call because
of a company policy or procedure we teach the importance of being able to steer
the concern in an appropriate direction so our customer doesn’t experience further
troublesomenessWhile I am so sorry that *** had to escalate her concerns to
this level I am forever thankful to her for making us aware of the evident
training concerns we have within our delivery and customer care departmentsI unquestionably
agree with our customer that there should have been exceptions made to correct
the failures that we left behindWe do have many avenues available to our
agents when escalating a concern like this is necessary and we do not make
choices for our customers based strictly off policies and proceduresBobs
Discount Furniture is a company that was built ‘One Customer at a Time’ and
that is a mantra that we seek to live out every working day
Our records reflect that a return pickup has been scheduled
for and we will be able to fully process a monetary refund to our
customer once the merchandise has been removed from her home and received back
to our distribution center in CTWe have also requested that a $Bobs Discount
Furniture Gift Card be mailed to our customer’s home address because we would
truly appreciate the opportunity to earn her trust back in our business on a
future dateShould *** not want to use our delivery service again, I
certainly cannot blame herPlease let her know that we have many cash and
carry items available in our showrooms that she can purchase with this gift
card and the gift card will never expireWe would like our customer to have an
actual item as an apology from us for our disastrous failures
I apologize to *** and her family again for the stress and
inconvenience we have caused
Thank you for the opportunity to make it right Revdex.com,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that we spoke with Mr*** on
and made him an offer to refund the monies he paid us for his Goof Proof Plus
protection planAs Mr*** has stated, the damage to his ottoman was
caused by a “worker” who was completing business in his residenceThis is a completely
separate occurrence from a friend or family member who is visiting for leisure
and accidentally caused damage to his productJust as our delivery teams have
separate insurance companies that are not related to Bobs Discount Furniture,
we must assume that the repair man conducting business also has his own
insurance company to use for incidents such as this
Please extend my apologies to Mr*** for the frustration this
accident is causing himWe expect our sales professionals to educate our
customers with a general overview of our policies and protection plan at the
time of saleWhile this general overview is meant to provide the customer with
the benefits of buying Goof Proof Plus, we continually find that there is not
enough time or consumer focus to explain all of the exclusions this plan has
We ask our customers for an email address at the time of sale and should we be
provided with this information the *** company will email our customer an informational
package containing their detailed terms and conditions
As the retailer, learning of our customer’s concern we have
offered Mr*** the best option we have availableWe can certainly process
a monetary refund of his plan back to him should he feel he did not get the
protection plan he paid forThe refund of monies would void not only his
accidental coverage through *** but also his five year factory defect warranty
through Bobs
If Mr*** would like
to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs
Discount Furniture Gift Card for the amount he paid us for this plan ($99.99)
If he would like to repurchase this ottoman so he has a factory fresh model
this gift card offer would cover 50% of the ottoman’s cost
Thank you for your help in forwarding this message to our customer
and I eagerly await his response as we genuinely wish to help him resolve this
concern
*** ** ***
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. We would be willing to send the customer a
new mattress via *** ** if the customer is willing to pay the difference in the
mattress. This would save the customer having
to make the journey to do the exchange The customer can answer through the Revdex.com or
reach out to me directly as I have left my direct number on their voicemail
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
I am eager to resolve this issue and finish my dealings with this retailerI do not intend on ever returning as a costumer so I am requesting option See belowOption 3:
We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $99.99.
Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt:
Exert from receipt:
“...we will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash….”
Sincerely,
*** ***
Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set.
We do absolutely trust our service technician’s reports. The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center. He had
reported that we needed to order a new support leg to be installed. This leg should have been installed at the
time of delivery. For this reason we
have offered the reselection.
We can send out
the center support leg to the customer, we have it in stock. I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report.
We would not be
able to extend an offer of refund to the customer. I can keep the credit open in the hopes that
they are able to find another set that they love
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for any and all inconveniences we
caused this customer in regards to her product
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$
I apologize to you in advance if any of the following
communication becomes confusingOur records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator
After all the changes made to the customer’s original sales
order were made (Order # ***) the customer had a remaining credit available
for $Another available credit from a return for a Queen Pillow for
$(return order # ***) brought the available credit total to: $
$of this combined credit was used to pay for sales
order # *** (Merchandise included: two queen sized pillows bought from our *** *** location on 9.04.2011)
This left the customer with a balance in credit of $
Another return order (#***) gave the customer an additional credit
of $making a new available credit total of $
We then refunded the customer’s *** credit card for $
via credit number *** on
This brings the amount of available credit to be refunded
back to the customer down to $
Please also
let the record state that our accounting documents show that one of the two
$payments the customer claims to have made to us on or around
was never actually received from her credit cardShould the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged chargeWhile it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated
Good Afternoon Revdex.com,
Our records indicate that *** *** account has been fully
settledWe are not in a position where we owe *** *** any further refunds
as of nearly a month agoI have made certain of this with my Accounting
DepartmentWe ask that *** *** follow up directly with his credit card
company if he feels this information is incorrect
We are truly very
sorry for the mistakes we made during *** *** purchase and did make a
valid effort to make our failures right by our customerI attempted to
personally help *** *** and was abruptly turned down on several occasions by
*** *** *** disconnected the calls I made to him and became increasingly
irate when I attempted to call back*** *** was very direct in providing me
with the impression that he did not want to hear from anyone at Bobs Discount
Furniture nor provide us the opportunity to earn his trust back in our
businessI do not deny that as a business we make mistakes and when a customer
complaint comes across my desk I view it as an opportunity to earn future
business that may have been lost
Thank you for giving us the opportunity to reach out to our
customer and I am truly very sad that *** *** would not allow me to help him
in the past
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com,I called and spoke with Mr*** after reviewing his accountDue to the part order delay, I have agreed to exchange the sofaDelivery and pick up is scheduled for June 10, and he will receive an automated call a few days in advance confirming the estimated
four hour time frame window.Thanks,
*** **
Good Afternoon Revdex.com-
white; line-height: 15pt;">We sincerely apologize for the
inconvenience the availability of your merchandise/delivery has caused youI
can understand your frustration having been assured a delivery date previously
and I truly wish we could get this merchandise to you sooner
Due to the piece you really want being on
backorder, the store has offer you a piece to use to complete the set until the
piece you really want becoming available.
This far exceeds our policy and procedure. I see that they have also offered a
considerable amount of compensation for the delay. This is also outside of our procedure.
At this time we would not be able to extend
an offer of picking up for a refund
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchasedIf there was anyway to get the merchandise to you
sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry that this customer has had issues with the bed
""> We have sent the remote control to the
customer *** ** overnight. Tracking number is *** It should be
received 9.15.16. We can certainly offer
compensation for the past week that the customer has not had a functioning
bed.
As far as the timeframes for delivery, each customer
receives a four hour window in which we anticipate the team’s arrival. For service tech’s we offer a two hour
window. Our routes are set
geographically to allow maximum efficiency.
While we try to honor all timeframe requests, there are times where it
is not possible. For the delay in having
this rectified, we are very sorry.
The remote should just plug inOnce you have received the part and the bed is
functioning properly, we can offer compensation. Compensation is offered as a Bob’s Gift Card
and is based off of our failures only.
We are not able to offer compensation based on lost wages or a customer’s
time. Compensation must be equal across all
customer demographics.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Please
accept my apologies for your dog’s behavior and the alleged sales experience
you state you receivedIf you did ask the sales person many times about your
dog chewing the mattress I gather that this is not the first time your pet has
behaved in this manner and I can understand how frustrating that must be for
youI assure you that we are not taking your complaint lightly and have begun
investigating this complaint with the appropriate retail parties
The
time of sale is a very exciting time, not only for you, but also for your
salespersonOur intention was never to mislead you or provide you with
incorrect informationI was not present during the initial time of sale
however, I am available now to properly as your complaint and offer a
resolution that balances both the needs of our valued customer and our
businessThe packaging that your bed protector came in has a specific list of
what is covered under this protection plan, it lists food and beverage
stains, human and pet bodily fluids, ball point pen ink, punctures, cuts, rips,
and burnsAnimal damage of an intentional nature is not covered as this
protector is meant for accidental occurrences and covers pet damage in the form
of fluid stains onlyOur customers normally do receive a flyer with this
information as well, but if you did not receive the flyer this information
would have been displayed on the actual packaging you took home with you for
your reviewI’m so sorry but Bobs Discount Furniture and/or *** is
unable to take responsibility for your pet causing this damage to your product
***,
as you are a customer of Bobs with a concern we truly wish to help in any way
we can and given the specific details of your claim I have worked very hard to
come up with a resolution that I hope you will find satisfactoryBobs Discount
Furniture can offer to refund 50% of the price you paid for the mattress (this
resolution does not include your foundation) and 100% of the price you paid for
the bed protectorIf you would prefer we can offer these monies to you in the
form of a store credit that you could use towards the repurchase the current
mattress you have in your homeWe would not be able to remove the damaged
mattress in your home or cover the cost if you chose to have the new mattress delivered
I stand behind this as a fair option for resolution and I apologize to you
again for the stress that this animal damage has caused in your daily life
Please
respond to me and let me know if you will accept this resolution as I am eager
to help you
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mrs***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns
with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented
Currently our records indicate that the sofa and loveseat are available for deliveryI have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes
Your desire to be compensated for your time and inconvenience is understoodOur primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furnitureAs a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process
Sincerely
*** ***
OK--thanks for taking care of it It is yet another disappointment in your customer "care" departmentI will wait to hear from you around 7/about the partThanks, ***
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,
face="Calibri">Please pass
on our sincerest apologies for the disappointment our customer cites to be experiencing
with this productWe also send our best wishes to her and her children as I’m
sure this scenario came as quite a shockWhile we acknowledge this consumer’s
concern and wish we could help further we remain regretful that we currently
have no recourse to offer relating to this concern
I am unable
to find any bunk bed purchase with the information this customer has provided
thru this complaint, therefore I am not able to confirm the actual purchase or
what type of protection plan the customer is alleging to have obtained at the
time of sale
Working off
of the information the customer has outlined here I can convey that in the year
of Bobs Discount Furniture offered a protection plan called ‘Goof Proof’
As its name depicts the Goof Proof Protection Plan is designed to cover a
variety of accidental occurrences of damageThe sales flyer/trifold we provide
as well as the sales receipt expresses in writing that this coverage is honored
through a third party company called GuardianShould this merchandise have
been delivered in as the customer outlines the factory defect warranty
thru our business directly would have expired in the year meaning there is
no coverage remaining to assist this consumer directly thru Bobs Discount
Furniture
Again
assuming that the information is all correct as outlined in this complaint by
the consumer, if the consumer moved from the original address then the bunk bed
would have had to be disassembled from the address we delivered it to and reassembled
by someone other than Bobs Discount Furniture at the new addressAs our
business was not present at either the disassembly or reassembly cites we are
not able to take responsibility for the current condition or structural
integrity of this bunk bedI believe this is what our Customer Care Agent may
have been attempting to convey when communicating the fact of moving the bunk
bed affects our ability to directly assist in this individual scenario
Bobs
Discount Furniture truly wishes that we could help every customer who has a
concern and we apologize again that we have no recourse to offer in this
specific scenario
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">This customer reported these concerns thru an alternate social
media channel as well and as of the desired settlement was reached thru our Customer Care
Department
Pick up of the merchandise is scheduled to occur on
and we consider this complaint closed from our end at this time
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just left a message on ***’s machine via the ‘daytime
phone number’ she has listed in this complaintMy message indicated that we
have placed a store credit in our system under ***’s account for the price
she paid for her dining room set*** can return to our showroom and select
a new dining room set (as early as right now) or even just new chairs if she
would prefer to keep the table she currently hasWe will not charge *** a
new delivery fee for her new merchandise and we will remove the defective
merchandise from her home on the same date we deliver
The credit number reflected in our system is: *** and
this credit will remain open for use through
We are very sorry for the manner in which our customer’s
concerns have been addressed and we truly thank our customer for bringing her
poor experience to our attentionI have also left my direct phone number on
***’s machine in case she has questions or would like to speak with someone
further regarding her account
Thank you
for providing us the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to *** for the
aggravation that he has endured while seeking resolution and the part he paid
us forWe truly care about each and every one of our customers and acknowledge
that the failure on the vendor’s end in shipping time is our responsibility to
own
We have placed the necessary paperwork into *** records to schedule and even exchange of the damaged chair for a factory fresh model
I have personally left *** a message (on the ‘daytime’ number he provided
Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked
that he contact our Customer Care Office (###-###-####) to schedule an
exchange date for delivery
Again we are very sorry and thank you for the opportunity
you provide us with to make our failures right,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refundI provided them with your name and titleHopefully this will all get squared awayAgain your store representatives were amazing , but please I beg you to work with your customer support teamAnother attempt was made to get the bed fixed by a tech named Singh who was absolutely amazingUnfortunately he was unable to rectify the issueThanks again for understanding God bless
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan V***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry for the outrageous and unacceptable
experience our customer has suffered through while making this purchase from
usWe do not, on any level, find that the experiences our customer has alleged
took place a representation of the excellent customer care we strive for every
day we are in businessThe issues that *** and her family had to deal with
were entirely our fault and I am truly embarrassed by the lack of empathy our
customer’s concerns were met withHaving been our Customer Care Training
Supervisor for many years previous to my current position, I assure *** that
our agents our trained and continually coached to recognize every call as a
unique situation; should they not be able to properly handle the call because
of a company policy or procedure we teach the importance of being able to steer
the concern in an appropriate direction so our customer doesn’t experience further
troublesomenessWhile I am so sorry that *** had to escalate her concerns to
this level I am forever thankful to her for making us aware of the evident
training concerns we have within our delivery and customer care departmentsI unquestionably
agree with our customer that there should have been exceptions made to correct
the failures that we left behindWe do have many avenues available to our
agents when escalating a concern like this is necessary and we do not make
choices for our customers based strictly off policies and proceduresBobs
Discount Furniture is a company that was built ‘One Customer at a Time’ and
that is a mantra that we seek to live out every working day
Our records reflect that a return pickup has been scheduled
for and we will be able to fully process a monetary refund to our
customer once the merchandise has been removed from her home and received back
to our distribution center in CTWe have also requested that a $Bobs Discount
Furniture Gift Card be mailed to our customer’s home address because we would
truly appreciate the opportunity to earn her trust back in our business on a
future dateShould *** not want to use our delivery service again, I
certainly cannot blame herPlease let her know that we have many cash and
carry items available in our showrooms that she can purchase with this gift
card and the gift card will never expireWe would like our customer to have an
actual item as an apology from us for our disastrous failures
I apologize to *** and her family again for the stress and
inconvenience we have caused
Thank you for the opportunity to make it right Revdex.com,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that we spoke with Mr*** on
and made him an offer to refund the monies he paid us for his Goof Proof Plus
protection planAs Mr*** has stated, the damage to his ottoman was
caused by a “worker” who was completing business in his residenceThis is a completely
separate occurrence from a friend or family member who is visiting for leisure
and accidentally caused damage to his productJust as our delivery teams have
separate insurance companies that are not related to Bobs Discount Furniture,
we must assume that the repair man conducting business also has his own
insurance company to use for incidents such as this
Please extend my apologies to Mr*** for the frustration this
accident is causing himWe expect our sales professionals to educate our
customers with a general overview of our policies and protection plan at the
time of saleWhile this general overview is meant to provide the customer with
the benefits of buying Goof Proof Plus, we continually find that there is not
enough time or consumer focus to explain all of the exclusions this plan has
We ask our customers for an email address at the time of sale and should we be
provided with this information the *** company will email our customer an informational
package containing their detailed terms and conditions
As the retailer, learning of our customer’s concern we have
offered Mr*** the best option we have availableWe can certainly process
a monetary refund of his plan back to him should he feel he did not get the
protection plan he paid forThe refund of monies would void not only his
accidental coverage through *** but also his five year factory defect warranty
through Bobs
If Mr*** would like
to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs
Discount Furniture Gift Card for the amount he paid us for this plan ($99.99)
If he would like to repurchase this ottoman so he has a factory fresh model
this gift card offer would cover 50% of the ottoman’s cost
Thank you for your help in forwarding this message to our customer
and I eagerly await his response as we genuinely wish to help him resolve this
concern
*** ** ***
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. We would be willing to send the customer a
new mattress via *** ** if the customer is willing to pay the difference in the
mattress. This would save the customer having
to make the journey to do the exchange The customer can answer through the Revdex.com or
reach out to me directly as I have left my direct number on their voicemail
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
I am eager to resolve this issue and finish my dealings with this retailerI do not intend on ever returning as a costumer so I am requesting option See belowOption 3:
We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $99.99.
Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt:
Exert from receipt:
“...we will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash….”
Sincerely,
*** ***
Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set.
We do absolutely trust our service technician’s reports. The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center. He had
reported that we needed to order a new support leg to be installed. This leg should have been installed at the
time of delivery. For this reason we
have offered the reselection.
We can send out
the center support leg to the customer, we have it in stock. I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report.
We would not be
able to extend an offer of refund to the customer. I can keep the credit open in the hopes that
they are able to find another set that they love
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for any and all inconveniences we
caused this customer in regards to her product
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$
I apologize to you in advance if any of the following
communication becomes confusingOur records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator
After all the changes made to the customer’s original sales
order were made (Order # ***) the customer had a remaining credit available
for $Another available credit from a return for a Queen Pillow for
$(return order # ***) brought the available credit total to: $
$of this combined credit was used to pay for sales
order # *** (Merchandise included: two queen sized pillows bought from our *** *** location on 9.04.2011)
This left the customer with a balance in credit of $
Another return order (#***) gave the customer an additional credit
of $making a new available credit total of $
We then refunded the customer’s *** credit card for $
via credit number *** on
This brings the amount of available credit to be refunded
back to the customer down to $
Please also
let the record state that our accounting documents show that one of the two
$payments the customer claims to have made to us on or around
was never actually received from her credit cardShould the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged chargeWhile it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated
Good Afternoon Revdex.com,
Our records indicate that *** *** account has been fully
settledWe are not in a position where we owe *** *** any further refunds
as of nearly a month agoI have made certain of this with my Accounting
DepartmentWe ask that *** *** follow up directly with his credit card
company if he feels this information is incorrect
We are truly very
sorry for the mistakes we made during *** *** purchase and did make a
valid effort to make our failures right by our customerI attempted to
personally help *** *** and was abruptly turned down on several occasions by
*** *** *** disconnected the calls I made to him and became increasingly
irate when I attempted to call back*** *** was very direct in providing me
with the impression that he did not want to hear from anyone at Bobs Discount
Furniture nor provide us the opportunity to earn his trust back in our
businessI do not deny that as a business we make mistakes and when a customer
complaint comes across my desk I view it as an opportunity to earn future
business that may have been lost
Thank you for giving us the opportunity to reach out to our
customer and I am truly very sad that *** *** would not allow me to help him
in the past
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Your technician said this was not fixable
Sincerely,
*** ***
Dear Revdex.com,I called and spoke with Mr*** after reviewing his accountDue to the part order delay, I have agreed to exchange the sofaDelivery and pick up is scheduled for June 10, and he will receive an automated call a few days in advance confirming the estimated
four hour time frame window.Thanks,
*** **
Good Afternoon Revdex.com-
white; line-height: 15pt;">We sincerely apologize for the
inconvenience the availability of your merchandise/delivery has caused youI
can understand your frustration having been assured a delivery date previously
and I truly wish we could get this merchandise to you sooner
Due to the piece you really want being on
backorder, the store has offer you a piece to use to complete the set until the
piece you really want becoming available.
This far exceeds our policy and procedure. I see that they have also offered a
considerable amount of compensation for the delay. This is also outside of our procedure.
At this time we would not be able to extend
an offer of picking up for a refund
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchasedIf there was anyway to get the merchandise to you
sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry that this customer has had issues with the bed
""> We have sent the remote control to the
customer *** ** overnight. Tracking number is *** It should be
received 9.15.16. We can certainly offer
compensation for the past week that the customer has not had a functioning
bed.
As far as the timeframes for delivery, each customer
receives a four hour window in which we anticipate the team’s arrival. For service tech’s we offer a two hour
window. Our routes are set
geographically to allow maximum efficiency.
While we try to honor all timeframe requests, there are times where it
is not possible. For the delay in having
this rectified, we are very sorry.
The remote should just plug inOnce you have received the part and the bed is
functioning properly, we can offer compensation. Compensation is offered as a Bob’s Gift Card
and is based off of our failures only.
We are not able to offer compensation based on lost wages or a customer’s
time. Compensation must be equal across all
customer demographics.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
s your complaint and offer a
Afternoon ***,
Please
accept my apologies for your dog’s behavior and the alleged sales experience
you state you receivedIf you did ask the sales person many times about your
dog chewing the mattress I gather that this is not the first time your pet has
behaved in this manner and I can understand how frustrating that must be for
youI assure you that we are not taking your complaint lightly and have begun
investigating this complaint with the appropriate retail parties
The
time of sale is a very exciting time, not only for you, but also for your
salespersonOur intention was never to mislead you or provide you with
incorrect informationI was not present during the initial time of sale
however, I am available now to properly a
resolution that balances both the needs of our valued customer and our
businessThe packaging that your bed protector came in has a specific list of
what is covered under this protection plan, it lists food and beverage
stains, human and pet bodily fluids, ball point pen ink, punctures, cuts, rips,
and burnsAnimal damage of an intentional nature is not covered as this
protector is meant for accidental occurrences and covers pet damage in the form
of fluid stains onlyOur customers normally do receive a flyer with this
information as well, but if you did not receive the flyer this information
would have been displayed on the actual packaging you took home with you for
your reviewI’m so sorry but Bobs Discount Furniture and/or *** is
unable to take responsibility for your pet causing this damage to your product
***,
as you are a customer of Bobs with a concern we truly wish to help in any way
we can and given the specific details of your claim I have worked very hard to
come up with a resolution that I hope you will find satisfactoryBobs Discount
Furniture can offer to refund 50% of the price you paid for the mattress (this
resolution does not include your foundation) and 100% of the price you paid for
the bed protectorIf you would prefer we can offer these monies to you in the
form of a store credit that you could use towards the repurchase the current
mattress you have in your homeWe would not be able to remove the damaged
mattress in your home or cover the cost if you chose to have the new mattress delivered
I stand behind this as a fair option for resolution and I apologize to you
again for the stress that this animal damage has caused in your daily life
Please
respond to me and let me know if you will accept this resolution as I am eager
to help you
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mrs***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns
with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented
Currently our records indicate that the sofa and loveseat are available for deliveryI have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes
Your desire to be compensated for your time and inconvenience is understoodOur primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furnitureAs a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process
Sincerely
*** ***
OK--thanks for taking care of it It is yet another disappointment in your customer "care" departmentI will wait to hear from you around 7/about the partThanks, ***
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,
*** ***