Good Afternoon Revdex.com,
I have spoken with *** by phone this afternoon (4.17.2014)
and she has accepted our option for compensation
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
This particular claimant has used your channel before via claim # *** (DEC of 2013) and received direct recourse and assistance from us as a
businessI personally worked with this customer at that time and I am certain
that I fully informed the customer at that time what the parameters of the
Guardian Plan are for coverageWe also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customerOur past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previouslyI genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did beforeThe customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
I have contacted this customer via telephone today (8.11.2015) and
advised them of my direct number for further contact should they wish
I am very embarrassed about the poor service our customer received
from us regarding this concern and have entered in the reselection credit as
they have requested
The customer can provide their salesperson with this credit
number: *** when they visit our store to pick out their new chairs and I sincerely
apologize again for the manner in which their concern was initially handled
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
As stated in my previous response we are very willing and
able to help our customer rectify the concern she has with the trundle drawer
on the bedOur records indicate that *** has never received a service from
one of our factory trained technicians*** has received multiple deliveries
from delivery teams and out delivery teams are not normally expected to make
professional product repairsBased on the information being reported to me
through this complaint the customer’s concern will easily be corrected through
serviceWe are currently seeking the opportunity to satisfy our customer and
we take great pride on our technician’s abilities to provide first call
resolution for our customer’s concerns
We do ask that *** contacts us to schedule this service as
the product is within her residence and she will be asked specific questions
about the concern that will be easily answered if she is in front of the
merchandiseWe will ask these questions only to ensure that we are providing
our customer with the best care and not wasting anymore of their valuable
family time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with Mrs*** this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very startWe are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs*** that her complaint is of great importance to us
Thank you for the opportunity to make this failure right,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my deepest apologies for the terrible experience she has received
from usPlease assure her that Bobs Discount Furniture cares very much for our
customersI agree with this customer’s complaint fully and have created a
reselection credit in our system for the original price paid for the dining
room set
I truly hope
that the customer does not feel swindled or mislead by usOur Goof Proof Plan
is an extremely valuable protection plan and as she purchased this plan we are
able to offer her the one time replacement credit that this plan allows forWe
will also be covering the cost of the new delivery fee for the new dining room
she picks out
Please
educate this customer that she may visit any Bob’s showroom at her convenience and
provide her salesperson with this credit number: ***
Upon selecting her new dining room set her sales person will
schedule the pick up of the damaged product and delivery of factory fresh
product for the same dateAs we understand our customer may need time to plan
her trip to the store we will leave the credit open in our system until
(months)
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer. We did have to cancel the first appointment
due to an icy bridge. There was an issue
with getting this rescheduled for the customer.
I am so sorry that this has been an ongoing issue for this customer. I agree that this has been an unacceptable situation for the customer to endure
I do see at this time this customer has spoken with a
lead and this was set up to exchange the piece completely instead of trying to
service. I believe that the exchange
dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question
or concern to be addressed
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
I am very sorry for the disappointment you are
experiencing with your bonded leather setI assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of every product we sell including our valuable Goof Proof Protection
Plans
Your sales record reflects that you have had possession
of this furniture since The manufacturer warranty associated with
this merchandise was effective for one year, beginning from the date of
deliveryIn speaking with *** I was able to locate a claim made under
your plan in July of regarding a plastic hair clip tearing the leather on
your product
Bonded Leather offers the look of luxury at a much
more affordable price point and as its name depicts, bonded leather is real
leather that is adhered (or bonded) to a fabric backing with a strong adhesive
Over time and with any amount of usage the heat from our bodies and friction
from use causes expansion of the molecules that join the bonded leather to the
fabric backingBonded Leather is manufactured the same way industry wide and
peeling over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling can occur based on the nature of
this material’s manufacturing process
***/goof proof is designed to provide coverage
against most common types of in home accidental damageWe do expect our sales
professionals to provide a general overview during the excitement of your sale
and just like many other protection plans sold on automobiles, electronics, and
housewares there are exceptions to coverage in order to keep the plan fair for
all consumersI appreciate your account of how our valuable plan is being sold
and I most certainly will be following up with our retail location to ensure
that our customers are receiving the best care possibleFor your knowledge we have
a vast interest in protecting our customer’s purchases in any way we directly
can and because of this we upgraded our plan in We currently sell Goof
Proof Plus to cover factory defects that may occur along with accidental damage
coverage still directly managed through ***
Bob's Discount Furniture appreciates your business
and promises to stand behind our furniture, even after the expiration of the
manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for
store credit minus a 50% usage feeWe will also provide you with a store
credit on the monies you paid toward the Goof Proof plan that you allege was
not properly recommended to you; the total available store credit will be $
and you will be responsible for deliveryUnfortunately, parts are not
available
It is our hope that you understand our position and find our offer fair
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the extreme
delay. The gift card department was running behind
due to training a new staff, during the Holiday rush. The credit has been applied to the
account. Again we apologized for the
delay.
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 meWhile this certainly doesn't leave me feeling satisfied, I have decided to take the cash and gift card compensation so that I don't have to deal with this Bob's situation any longer I will call the store to have them process the cash refund of $How do I go about getting the store credit/gift card compensation?
Note to Revdex.com - please keep this case open until I have received both the cash and store credit compensation Last time the case was closed I was unable to get a response from Bob's until a 4th voicemail and by the tone had gone from wanting to be helpful to rude I want to be sure Revdex.com is involved until the endthanks
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the phone number she provided in
her claim today (7.21.2014)I left her a message with my direct phone number
and also apologized to her because we made a terrible error while initially
reviewing her account and locating her warranty infoMy personal review of her
account showed me that *** was upgraded to our Goof Proof Plus plan prior to
our technician visiting her homeAs our technician did deem the cause of this
products damage a defect, we are absolutely able to offer *** options for resolution
I look forward to hearing from *** directly so I can help
resolve her concern and I thank her for posting this information so that we can
coach our agent into offering the best customer care possible
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
DC:
Complaint: ***
My wife and I went to Bob's in May and bought a sectional couch from Bob'sWe specifically indicated that we did not want a dark colored couch and ordered our couch on the sole fact that it would be a lighter color couchI was required to take a morning off work for the delivery of the couchUpon delivery, it was the wrong colorWe had to have a new couch delivered and upon delivery, one of the cushions was stainedWe reported the issue and waited weeks for the new couch cushion to be deliveredI received a phone call yesterday that the new cushion was in the storeUpon arrival this morning, they informed me that they ordered the wrong couch color AGAIN!I have now taken days off work and still do not have a clean couch to sit onI spoke with ***, an account specialist at Bob's, and she informed me that the best she could do to rectify the situation was apologize! (ID#***)I have been working with the store manager as well, *** ***, and he has been completely unsuccessful with the situationI can honestly say that I will never shop at Bob's again and hope other businesses do not do business like this establishmentThey are unwilling to bend and customer service is not a priority to them!
Sincerely,
*** ***
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,*** ***
Dear Revdex.com,
We are very sorry that this customer was not completely satisfied with the
pieces that
were delivered to the home on 7.22.16. We do display signs in areas of the store
detailing Natural Products and the variations that may occur. Wrinkles in the leather surface are very
common. This is not a manufacturing
defect. In an effort to try to make this
right for this customer I will waive the new delivery fee for a replacement
piece of the same price.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in December
2012. At the time the sale was created
the customer was offered the option of purchasing *** *** This gave the customer a protection plan
against accidental damages for a period of five years. The merchandise came with a manufacturing
warranty for one year.
In our technician went to the home for
a Best Effort Service, while the service was being created the agent explained
to the customer that it was a service only, parts were not included. The technician determined that the control
panel had suffered damage in the home, no manufacturing defect. The customer was offered the option of a
customer purchase partThe order was set up, the customer never paid for the
part, so it was canceled. There has been
no failure on the part of Bob’s to resolve any issue.
As there is no warranty on the pieces and
the pieces have been in the home since we will not be able to honor this customer
request for refund
As a courtesy to this customer, I have set
up a courtesy part order to be sent to the customer. It will be sent directly to them, this
courtesy does not extend to installation.
If the customer needs a technician to come out and install the part that
would be at the customer’s expense.
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
We apologize to our customer for any disappointment they
are experiencing with their product and protection planWe dispatched a service professional to this customer’s residence on (yesterday)The report provided to us by this professional indicated that there were no manufacturing defects present within the merchandise
We stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment
Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in different states and we are continually opening up new stores in new states nearly every monthThe accidental coverage portion of the protection plan is honored by a third party company called ‘***’ and *** provides services under their coverage details nationwide
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan
minor-latin">Good Afternoon Revdex.com-
We are very sorry for the concerns that this
customer has.
I was able to review the photos the customer
submitted on the table damage
Please see the attached picture that we have
included for your review on this claim
This photo shows clearly there is a chip in the
glass. This is not a smudge or dirt
inside the glass; it has sustained a chip on the edge of the glass. This is not a manufacturing defect. This is damage that occurred in the
home.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We are not able to offer compensation based on an individuals
time. This would not be fair and even
across the board for all of our customers.
We can offer additional compensation in regards to the failure of the
delivery team.
We will offer this customer additional compensation in the form of
the delivery fee ($99.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time Please see attached refund to be credited to
*** ***
I did check into the gift card request and it was correctly
submitted, it has not been processed due to the weekend. It should be processed either today or
tomorrow. I confirmed we have the
correct email address on file.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I have spoken with *** by phone this afternoon (4.17.2014)
and she has accepted our option for compensation
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
This particular claimant has used your channel before via claim # *** (DEC of 2013) and received direct recourse and assistance from us as a
businessI personally worked with this customer at that time and I am certain
that I fully informed the customer at that time what the parameters of the
Guardian Plan are for coverageWe also worked above and beyond for the
customer as a refund on the plan was received from the Guardian company on that
particular sales order and set the precedence of taking more than appropriate
care of our customer by additionally paying for a new dining room set to be
delivered at no charge to this customerOur past extreme efforts will be
considered in the event we may be able to offer any type of additional courtesy
to this individual after this new claim is fully reviewed
I am not certain why and frankly it causes me great sorrow
that, this consumer felt the need to
escalate again to the Revdex.com against Bobs Discount Furniture as we made and
followed thru on every effort to satisfy his needs previouslyI genuinely
would have hoped he would have been left with a better impression of our
organization after his interactions with me directly and via the Revdex.com
Should the claimant wish to again demand possible recourse
assistance directly from Bobs on a plan that is managed thru a third party we
require the same information as we did beforeThe customer can respond to us
thru this Revdex.com channel with:
What
one time accident occurred to what item?
Photographic
evidence to support this accidental occurrence report
After reviewing this information we will respond again thru
Revdex.com with what, if any, options for recourse we have to provide
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
I have contacted this customer via telephone today (8.11.2015) and
advised them of my direct number for further contact should they wish
I am very embarrassed about the poor service our customer received
from us regarding this concern and have entered in the reselection credit as
they have requested
The customer can provide their salesperson with this credit
number: *** when they visit our store to pick out their new chairs and I sincerely
apologize again for the manner in which their concern was initially handled
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
As stated in my previous response we are very willing and
able to help our customer rectify the concern she has with the trundle drawer
on the bedOur records indicate that *** has never received a service from
one of our factory trained technicians*** has received multiple deliveries
from delivery teams and out delivery teams are not normally expected to make
professional product repairsBased on the information being reported to me
through this complaint the customer’s concern will easily be corrected through
serviceWe are currently seeking the opportunity to satisfy our customer and
we take great pride on our technician’s abilities to provide first call
resolution for our customer’s concerns
We do ask that *** contacts us to schedule this service as
the product is within her residence and she will be asked specific questions
about the concern that will be easily answered if she is in front of the
merchandiseWe will ask these questions only to ensure that we are providing
our customer with the best care and not wasting anymore of their valuable
family time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with Mrs*** this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very startWe are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs*** that her complaint is of great importance to us
Thank you for the opportunity to make this failure right,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please give
this customer my deepest apologies for the terrible experience she has received
from usPlease assure her that Bobs Discount Furniture cares very much for our
customersI agree with this customer’s complaint fully and have created a
reselection credit in our system for the original price paid for the dining
room set
I truly hope
that the customer does not feel swindled or mislead by usOur Goof Proof Plan
is an extremely valuable protection plan and as she purchased this plan we are
able to offer her the one time replacement credit that this plan allows forWe
will also be covering the cost of the new delivery fee for the new dining room
she picks out
Please
educate this customer that she may visit any Bob’s showroom at her convenience and
provide her salesperson with this credit number: ***
Upon selecting her new dining room set her sales person will
schedule the pick up of the damaged product and delivery of factory fresh
product for the same dateAs we understand our customer may need time to plan
her trip to the store we will leave the credit open in our system until
(months)
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer. We did have to cancel the first appointment
due to an icy bridge. There was an issue
with getting this rescheduled for the customer.
I am so sorry that this has been an ongoing issue for this customer. I agree that this has been an unacceptable situation for the customer to endure
I do see at this time this customer has spoken with a
lead and this was set up to exchange the piece completely instead of trying to
service. I believe that the exchange
dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question
or concern to be addressed
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning ***,
I am very sorry for the disappointment you are
experiencing with your bonded leather setI assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of every product we sell including our valuable Goof Proof Protection
Plans
Your sales record reflects that you have had possession
of this furniture since The manufacturer warranty associated with
this merchandise was effective for one year, beginning from the date of
deliveryIn speaking with *** I was able to locate a claim made under
your plan in July of regarding a plastic hair clip tearing the leather on
your product
Bonded Leather offers the look of luxury at a much
more affordable price point and as its name depicts, bonded leather is real
leather that is adhered (or bonded) to a fabric backing with a strong adhesive
Over time and with any amount of usage the heat from our bodies and friction
from use causes expansion of the molecules that join the bonded leather to the
fabric backingBonded Leather is manufactured the same way industry wide and
peeling over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling can occur based on the nature of
this material’s manufacturing process
***/goof proof is designed to provide coverage
against most common types of in home accidental damageWe do expect our sales
professionals to provide a general overview during the excitement of your sale
and just like many other protection plans sold on automobiles, electronics, and
housewares there are exceptions to coverage in order to keep the plan fair for
all consumersI appreciate your account of how our valuable plan is being sold
and I most certainly will be following up with our retail location to ensure
that our customers are receiving the best care possibleFor your knowledge we have
a vast interest in protecting our customer’s purchases in any way we directly
can and because of this we upgraded our plan in We currently sell Goof
Proof Plus to cover factory defects that may occur along with accidental damage
coverage still directly managed through ***
Bob's Discount Furniture appreciates your business
and promises to stand behind our furniture, even after the expiration of the
manufacturer warrantyAs a courtesy, you may return the sofa and loveseat for
store credit minus a 50% usage feeWe will also provide you with a store
credit on the monies you paid toward the Goof Proof plan that you allege was
not properly recommended to you; the total available store credit will be $
and you will be responsible for deliveryUnfortunately, parts are not
available
It is our hope that you understand our position and find our offer fair
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the extreme
delay. The gift card department was running behind
due to training a new staff, during the Holiday rush. The credit has been applied to the
account. Again we apologized for the
delay.
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 meWhile this certainly doesn't leave me feeling satisfied, I have decided to take the cash and gift card compensation so that I don't have to deal with this Bob's situation any longer I will call the store to have them process the cash refund of $How do I go about getting the store credit/gift card compensation?
Note to Revdex.com - please keep this case open until I have received both the cash and store credit compensation Last time the case was closed I was unable to get a response from Bob's until a 4th voicemail and by the tone had gone from wanting to be helpful to rude I want to be sure Revdex.com is involved until the endthanks
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** via the phone number she provided in
her claim today (7.21.2014)I left her a message with my direct phone number
and also apologized to her because we made a terrible error while initially
reviewing her account and locating her warranty infoMy personal review of her
account showed me that *** was upgraded to our Goof Proof Plus plan prior to
our technician visiting her homeAs our technician did deem the cause of this
products damage a defect, we are absolutely able to offer *** options for resolution
I look forward to hearing from *** directly so I can help
resolve her concern and I thank her for posting this information so that we can
coach our agent into offering the best customer care possible
Sincerely,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
DC:
Complaint: ***
My wife and I went to Bob's in May and bought a sectional couch from Bob'sWe specifically indicated that we did not want a dark colored couch and ordered our couch on the sole fact that it would be a lighter color couchI was required to take a morning off work for the delivery of the couchUpon delivery, it was the wrong colorWe had to have a new couch delivered and upon delivery, one of the cushions was stainedWe reported the issue and waited weeks for the new couch cushion to be deliveredI received a phone call yesterday that the new cushion was in the storeUpon arrival this morning, they informed me that they ordered the wrong couch color AGAIN!I have now taken days off work and still do not have a clean couch to sit onI spoke with ***, an account specialist at Bob's, and she informed me that the best she could do to rectify the situation was apologize! (ID#***)I have been working with the store manager as well, *** ***, and he has been completely unsuccessful with the situationI can honestly say that I will never shop at Bob's again and hope other businesses do not do business like this establishmentThey are unwilling to bend and customer service is not a priority to them!
Sincerely,
*** ***
Complaint:***
I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the productAs I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the tableIt is unacceptable to have such a material on a dining table where it can accidentally be consumedI finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT and scheduled the exchange for 3/I have attached the same photos to this communicationThe photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surfaceYou can also see the small white powdery particles on the table that came out of the hole which is the filler falling out
Sincerely,*** ***
Dear Revdex.com,
We are very sorry that this customer was not completely satisfied with the
pieces that
were delivered to the home on 7.22.16. We do display signs in areas of the store
detailing Natural Products and the variations that may occur. Wrinkles in the leather surface are very
common. This is not a manufacturing
defect. In an effort to try to make this
right for this customer I will waive the new delivery fee for a replacement
piece of the same price.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in December
2012. At the time the sale was created
the customer was offered the option of purchasing *** *** This gave the customer a protection plan
against accidental damages for a period of five years. The merchandise came with a manufacturing
warranty for one year.
In our technician went to the home for
a Best Effort Service, while the service was being created the agent explained
to the customer that it was a service only, parts were not included. The technician determined that the control
panel had suffered damage in the home, no manufacturing defect. The customer was offered the option of a
customer purchase partThe order was set up, the customer never paid for the
part, so it was canceled. There has been
no failure on the part of Bob’s to resolve any issue.
As there is no warranty on the pieces and
the pieces have been in the home since we will not be able to honor this customer
request for refund
As a courtesy to this customer, I have set
up a courtesy part order to be sent to the customer. It will be sent directly to them, this
courtesy does not extend to installation.
If the customer needs a technician to come out and install the part that
would be at the customer’s expense.
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
We apologize to our customer for any disappointment they
are experiencing with their product and protection planWe dispatched a service professional to this customer’s residence on (yesterday)The report provided to us by this professional indicated that there were no manufacturing defects present within the merchandise
We stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment
Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in different states and we are continually opening up new stores in new states nearly every monthThe accidental coverage portion of the protection plan is honored by a third party company called ‘***’ and *** provides services under their coverage details nationwide
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan
minor-latin">Good Afternoon Revdex.com-
We are very sorry for the concerns that this
customer has.
I was able to review the photos the customer
submitted on the table damage
Please see the attached picture that we have
included for your review on this claim
This photo shows clearly there is a chip in the
glass. This is not a smudge or dirt
inside the glass; it has sustained a chip on the edge of the glass. This is not a manufacturing defect. This is damage that occurred in the
home.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We are not able to offer compensation based on an individuals
time. This would not be fair and even
across the board for all of our customers.
We can offer additional compensation in regards to the failure of the
delivery team.
We will offer this customer additional compensation in the form of
the delivery fee ($99.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time Please see attached refund to be credited to
*** ***
I did check into the gift card request and it was correctly
submitted, it has not been processed due to the weekend. It should be processed either today or
tomorrow. I confirmed we have the
correct email address on file.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Tell you lies to sell you furniture then make up excuses as to why your furniture is not readyRefuse to work with you and take advantage of people
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reviewed this account per our records and the records
that *** (*** *** Company) has regarding this customer’s reportAt
this time I am perplexed as to what happened to this table to cause the damage
that actually exists and would need an accurate report from the customer in
order to move forward in trying to assist with this claim
I have included the photos that our technician took from the
home for your review and these pictures do not match up with what the customer
has reported to ***I have included the report that ***’s records
show on the same document that includes the photosI do not see any shattered
glass as depicted in the information told to ***
To the best of my professional knowledge and basing my
determination off our technician’s findings, something occurred in the home to
cause the damage to the very top portion of the base, now not allowing the
glass table top to rest upon it properly
The customer has had this table for nearly a year and a half
and at this time we stand behind our technicians report that the top of the
base separating from its original state is not a manufacturing defectWhile it
is inappropriate for me to assume what may have taken place to cause this
damage I do ask that the customer provide me with an account of what actually
transpired*** *** *** is for accidental damages that occur in the
home, the customer is currently being denied by *** because he isn’t reporting
any accident that occurred nor does his report align with the photographic
evidence we have from our technician’s visit on
I will be happy to look into possible options for resolution
should I be provided with an accidental occurrence that caused the damage
present in the photosAt this time I await the customer’s response with this
information
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***