Good Afternoon 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 in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when they went away
and when they came back they saw the damage.
By ***’s guidelines this is not a verifiable accident. The customer was offered the chance to do
some research and call back within hours to amend their claim, they refused
this offer
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
If we grant the customer’s request and cancel the Goof
Proof for refund, this piece will no longer have any warranty remaining. We would have to cancel the service that is
scheduled. We would not be able to offer
any recourse at all in the future
We would like to offer this customer a gift card in the
amount of $instead of canceling the *** *** for a refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
I
apologize that it has taken me several days to respond to you and I further
apologize that you have been dissatisfied with the product that you purchased
from Bobs Discount Furniture
As
of this past Saturday (2.22.2014) the pending credit you had in our system was
applied to a new sales order that is scheduled to be delivered on
This new sales order reflects a dining set that is scheduled to be delivered on
the same date we have scheduled to have the living room set you are no longer
happy with picked upAs the order for pick up is tied to the delivery of your
new dining room set I am unable to provide you a refund of that credit
I
am so sorry again for the aggravation we have caused you and I do hope you find
joy in receiving your new dining room setPlease let me know if there is
anything I can do to assist you further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the process was
so frustrating for
this customer. We did send the team out
to remove the mattress and foundation from the parking lot on 1.6.17. We also tried to reach out to the customer at
2:36pm to discuss compensation.
We can certainly make an offer for compensation now
We would like to offer a Bob’s store credit in the amount of
$199.99. If the customer would like to
accept this offer they can reply that they accept and the credit will be placed
on the customer’s account. This credit
never expires or loses value.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
The exchange was scheduled for 12/The delivery service looked at the replacement unit and advised us that the replacement was in worse condition and had more incomplete finishing than the original one we haveNO CUSTOMER SERVICE NOR QUALITY CONTROL ON THE PART OF THE STORE AND MANUFACTURER
Dear Revdex.com,I spoke with Mr*** on June 10, and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bedMr*** states that the issues with the bed and drawers occurred shortly after
the delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are neededIn regard to the bed frame, Mr*** has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the *** dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.***, will speak with his wife and either call or email me back.Thanks*** **
Good Day Revdex.com,
line-height: 15pt;">We have reached out to this customer directly
to address the issue. We have made an
offer which has been accepted. Thank you
for bringing this to our attention,
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this *** *** doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you
Sincerely,
*** ***
Good Afternoon Revdex.com,
We spoke with technician *** regarding this matter and the
following is his direct account of the service call:
He arrived at the home and waited for customer to arrive
several minutes later
Before the tech was even invited into the home the customer
began saying, "You're going to take care of me, right? I need you to tell
Bobs this is a manufacturing problem." Tech stated he needed to
inspect the bed first before he could make any determinationThe customer then
let him into the homeUpon tech's inspection he found that the metal canopy
support was bentIn his opinion this was caused by improper care by the
customer and not a defect in manufacturingIn his opinion this was caused by
attempting to move the bed without disassembling itTech then reported his findings
to Bobs customer care deptTech adamantly denies having any conversation with
the customer with regards to cause and condition, "rocket science",
or any warnings about what to say to BobsIt was very apparent that the
customer was determined to coerce the tech into a report so he left the
home as quickly as possible
As a representative of Bobs Discount Furniture, I stand
behind *** on this matter in that he acted professionally and appropriately in
this situationI am truly very sorry that we have no recourse to offer our
customer relating to this concern
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
face="Calibri">I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
DO NOT ENROLL IN THE *** *** PROGRAMTHEY HIDE THE TRUE FACTS OF THE DETAILS OF THE DEALI UTILIZED *** *** IN BOBS FURNITURE IN DELAWAREI WAS INFORMED TODAY WHEN I ATTEMPTED TO PAY OF MY ORIGINAL BALANCE OF $THAT DESPITE THE $I PAID TO DATE MY BALANCE IS STILL $WHEN THE REP ERICA WAS ASKED TO EXPLAIN WHAT WAS PAID TO THE PRINCIPLE SHE SAID I DONT KNOW AND LIED AND SAID MY CELL PHONE DOES NOT WORK AND THEY HAVE BEEN TRYING TO CALL ME!!!!! LIES LIESSTAY AWARE BOBS HAS CONTRACTED WITH THIS PROGRAM TO PREY ON THE LESS FORTUNATE
Good Morning Revdex.com-
We are very sorry that this chair did not live up to the customer’s expectations In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection or exchange. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your records Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here
Complaint: ***
I am rejecting this response because:
The response to my complaint does not actually deal with my actual compliant The main point of this complaint is that Bob's is saying because I didn't notice the damage their delivery team did to my floor within hours their insurance company will not accept my complaint I feel Bob's Furniture should still be responsible for the damage they did to my home I also asked about the signature their delivery team did not get even though I told them I still needed to sign it When speaking with *** at Bob's customer service he said he had access to the paper and my signature was on the paper on that line I know I did not sign it so someone else did When I asked for a copy of this signature *** said I could not have it BTW*** never called as she said she did I did not get a message My voice mail also sends me a text when I get a message*** definitely did not leave a message.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to this customer by phone today, she was not
available to speak with me regarding her account as she was busy with other
commitmentsI have emailed her my direct contact information and hope to hear
from her soon so I can resolve her concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
This wasn't a table orderIt was a living room setThis is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality.
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
This customer has been in direct contact with one of our Corporate
Liaisons
Options for resolution have been presented and we have conveyed to
our customer how sorry we are for our failures
At this time the customer is to contact the Corporate Liaison she
is directly connected to by to disclose what option she would like to
move forward with
Kindest Regards,
*** ** ***
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
***,
The two options would be
offer me back the dollars difference in price
or
deliver new mattress
I would probably prefer the new mattress delivery, BUT....the logistics of delivering a new mattress are too much, the house is in *** and when you delivered all the stuff before it was a big hassle on your part and mine
So, a refund of the price difference makes more sense
Sincerely,
*** ***
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
truly apologize that you are dissatisfied with the protection plan you
purchased from Bobs Discount FurnitureI do understand that making claims can
sometimes be frustrating and I assure you that Bobs Discount Furniture sincerely
wishes to help our customers through this process in any way we can
Our
records reflect that *** has the “Tribeca” BedIs this the furniture he
is trying to make a claim on? Our records do not reflect that you have
contacted Bobs Discount Furniture in regards to this claim; can you please
provide me with a description of the issue your son’s bed is experiencing? The
Goof Proof plan offers coverage against a variety of in home accidents that can
occur to the product, like many other protection plans purchased on electronics
and automobiles there are certain exclusions so that the plan can remain fair
to all customers
I
apologize again for the frustrations that you are experiencing and await your
response prior to proceeding further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the delay in
delivery. We do see that on the team reported
that part of the bed was not loaded on the truck. The customer chose to reschedule the other
pieces that were on the truck. We then
reached out to our routing department to try to get the delivery added to an
existing route. We attempted to add it
for and for unfortunately those routes were full and the
delivery could not be added to an already set route. This addition would have put the teams over
on the DOT regulated hours we must comply with.
While we can completely understand the customer’s
frustration with the delay, we have made every attempt at getting the delivery
completed. Wells Fargo does not bill until
the delivery has been made. The only
piece reflected on the bill should be the mattress protector, taken from the
store at time of purchase.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
already reached out to the customer directly to discuss our offer of
resolution.
We are very sorry that there continues to be
miscommunications in regards to the account*** *** only bills the customer for pieces
that were delivered. If it was not
delivered there is no credit to apply to the new merchandise. The undelivered merchandise was not charged
to the customer.
The offer of refund of the delivery fee is a generous
offer. That was offered as an extreme
courtesy to the customer, knowing the failures had caused the customer
complications
The delivery team is required in all No Fit deliveries to
take photos of the attempt. The delivery
team did attempt to deliver the adjustable bed.
They did take photos which clearly show the piece would not fit up the
stairs. We are very sorry that this
could not be delivered, that was not a fault of the delivery team
The delivery team’s behavior has been reported to their
direct supervisors. We do expect and
require our teams to conduct themselves in a professional and appropriate
manner. If a team fails to meet this
standard it is address by delivery management.
We are very sorry that the team
caused the customer to feel uncomfortable in her own home.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
We have absolutely failed this customer.
There have been too many attempts to make this right and we have not
been able to get a set in the home, correctly.
There have been issues with damages, issues with the delivery team.
We do have another exchange attempt scheduled for May
14, 2016.
If the customer would like to have the pieces picked up
for a refund, we can honor that request at this point
If the customer would like to wait and see if the
exchange can be completed on May 14th we can wait and if it fails
that day, the team can remove the set in the home for a refund back to the
original method of payment the Visa card.
If the exchange is successful and we are finally able to deliver a show
room quality set we can absolutely offer compensation for the multiple failures
going back to June back to the Visa card
Please advise which option the customer would like to
accept-
We can cancel the exchange and set up a pick up for
refund instead, returns are schedule Tuesdays through Fridays only
We can proceed with the exchange on May and if it
fails we can have the team take back both sets and we can process the
refund. If it is successful we can
process compensation to the original method of payment
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon 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 in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred or when they went away
and when they came back they saw the damage.
By ***’s guidelines this is not a verifiable accident. The customer was offered the chance to do
some research and call back within hours to amend their claim, they refused
this offer
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
If we grant the customer’s request and cancel the Goof
Proof for refund, this piece will no longer have any warranty remaining. We would have to cancel the service that is
scheduled. We would not be able to offer
any recourse at all in the future
We would like to offer this customer a gift card in the
amount of $instead of canceling the *** *** for a refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon ***,
I
apologize that it has taken me several days to respond to you and I further
apologize that you have been dissatisfied with the product that you purchased
from Bobs Discount Furniture
As
of this past Saturday (2.22.2014) the pending credit you had in our system was
applied to a new sales order that is scheduled to be delivered on
This new sales order reflects a dining set that is scheduled to be delivered on
the same date we have scheduled to have the living room set you are no longer
happy with picked upAs the order for pick up is tied to the delivery of your
new dining room set I am unable to provide you a refund of that credit
I
am so sorry again for the aggravation we have caused you and I do hope you find
joy in receiving your new dining room setPlease let me know if there is
anything I can do to assist you further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the process was
so frustrating for
this customer. We did send the team out
to remove the mattress and foundation from the parking lot on 1.6.17. We also tried to reach out to the customer at
2:36pm to discuss compensation.
We can certainly make an offer for compensation now
We would like to offer a Bob’s store credit in the amount of
$199.99. If the customer would like to
accept this offer they can reply that they accept and the credit will be placed
on the customer’s account. This credit
never expires or loses value.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
The exchange was scheduled for 12/The delivery service looked at the replacement unit and advised us that the replacement was in worse condition and had more incomplete finishing than the original one we haveNO CUSTOMER SERVICE NOR QUALITY CONTROL ON THE PART OF THE STORE AND MANUFACTURER
Dear Revdex.com,I spoke with Mr*** on June 10, and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bedMr*** states that the issues with the bed and drawers occurred shortly after
the delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are neededIn regard to the bed frame, Mr*** has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the *** dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.***, will speak with his wife and either call or email me back.Thanks*** **
Good Day Revdex.com,
line-height: 15pt;">We have reached out to this customer directly
to address the issue. We have made an
offer which has been accepted. Thank you
for bringing this to our attention,
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this *** *** doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you
Sincerely,
*** ***
Good Afternoon Revdex.com,
We spoke with technician *** regarding this matter and the
following is his direct account of the service call:
He arrived at the home and waited for customer to arrive
several minutes later
Before the tech was even invited into the home the customer
began saying, "You're going to take care of me, right? I need you to tell
Bobs this is a manufacturing problem." Tech stated he needed to
inspect the bed first before he could make any determinationThe customer then
let him into the homeUpon tech's inspection he found that the metal canopy
support was bentIn his opinion this was caused by improper care by the
customer and not a defect in manufacturingIn his opinion this was caused by
attempting to move the bed without disassembling itTech then reported his findings
to Bobs customer care deptTech adamantly denies having any conversation with
the customer with regards to cause and condition, "rocket science",
or any warnings about what to say to BobsIt was very apparent that the
customer was determined to coerce the tech into a report so he left the
home as quickly as possible
As a representative of Bobs Discount Furniture, I stand
behind *** on this matter in that he acted professionally and appropriately in
this situationI am truly very sorry that we have no recourse to offer our
customer relating to this concern
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning ***,
face="Calibri">I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
DO NOT ENROLL IN THE *** *** PROGRAMTHEY HIDE THE TRUE FACTS OF THE DETAILS OF THE DEALI UTILIZED *** *** IN BOBS FURNITURE IN DELAWAREI WAS INFORMED TODAY WHEN I ATTEMPTED TO PAY OF MY ORIGINAL BALANCE OF $THAT DESPITE THE $I PAID TO DATE MY BALANCE IS STILL $WHEN THE REP ERICA WAS ASKED TO EXPLAIN WHAT WAS PAID TO THE PRINCIPLE SHE SAID I DONT KNOW AND LIED AND SAID MY CELL PHONE DOES NOT WORK AND THEY HAVE BEEN TRYING TO CALL ME!!!!! LIES LIESSTAY AWARE BOBS HAS CONTRACTED WITH THIS PROGRAM TO PREY ON THE LESS FORTUNATE
Good Morning Revdex.com-
We are very sorry that this chair did not live up to the customer’s expectations In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection or exchange. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your records Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here
Complaint: ***
I am rejecting this response because:
The response to my complaint does not actually deal with my actual compliant The main point of this complaint is that Bob's is saying because I didn't notice the damage their delivery team did to my floor within hours their insurance company will not accept my complaint I feel Bob's Furniture should still be responsible for the damage they did to my home I also asked about the signature their delivery team did not get even though I told them I still needed to sign it When speaking with *** at Bob's customer service he said he had access to the paper and my signature was on the paper on that line I know I did not sign it so someone else did When I asked for a copy of this signature *** said I could not have it BTW*** never called as she said she did I did not get a message My voice mail also sends me a text when I get a message*** definitely did not leave a message.
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to this customer by phone today, she was not
available to speak with me regarding her account as she was busy with other
commitmentsI have emailed her my direct contact information and hope to hear
from her soon so I can resolve her concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
This wasn't a table orderIt was a living room setThis is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality.
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
This customer has been in direct contact with one of our Corporate
Liaisons
Options for resolution have been presented and we have conveyed to
our customer how sorry we are for our failures
At this time the customer is to contact the Corporate Liaison she
is directly connected to by to disclose what option she would like to
move forward with
Kindest Regards,
*** ** ***
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
***,
The two options would be
offer me back the dollars difference in price
or
deliver new mattress
I would probably prefer the new mattress delivery, BUT....the logistics of delivering a new mattress are too much, the house is in *** and when you delivered all the stuff before it was a big hassle on your part and mine
So, a refund of the price difference makes more sense
Sincerely,
*** ***
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
truly apologize that you are dissatisfied with the protection plan you
purchased from Bobs Discount FurnitureI do understand that making claims can
sometimes be frustrating and I assure you that Bobs Discount Furniture sincerely
wishes to help our customers through this process in any way we can
Our
records reflect that *** has the “Tribeca” BedIs this the furniture he
is trying to make a claim on? Our records do not reflect that you have
contacted Bobs Discount Furniture in regards to this claim; can you please
provide me with a description of the issue your son’s bed is experiencing? The
Goof Proof plan offers coverage against a variety of in home accidents that can
occur to the product, like many other protection plans purchased on electronics
and automobiles there are certain exclusions so that the plan can remain fair
to all customers
I
apologize again for the frustrations that you are experiencing and await your
response prior to proceeding further
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry for the delay in
delivery. We do see that on the team reported
that part of the bed was not loaded on the truck. The customer chose to reschedule the other
pieces that were on the truck. We then
reached out to our routing department to try to get the delivery added to an
existing route. We attempted to add it
for and for unfortunately those routes were full and the
delivery could not be added to an already set route. This addition would have put the teams over
on the DOT regulated hours we must comply with.
While we can completely understand the customer’s
frustration with the delay, we have made every attempt at getting the delivery
completed. Wells Fargo does not bill until
the delivery has been made. The only
piece reflected on the bill should be the mattress protector, taken from the
store at time of purchase.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
already reached out to the customer directly to discuss our offer of
resolution.
We are very sorry that there continues to be
miscommunications in regards to the account*** *** only bills the customer for pieces
that were delivered. If it was not
delivered there is no credit to apply to the new merchandise. The undelivered merchandise was not charged
to the customer.
The offer of refund of the delivery fee is a generous
offer. That was offered as an extreme
courtesy to the customer, knowing the failures had caused the customer
complications
The delivery team is required in all No Fit deliveries to
take photos of the attempt. The delivery
team did attempt to deliver the adjustable bed.
They did take photos which clearly show the piece would not fit up the
stairs. We are very sorry that this
could not be delivered, that was not a fault of the delivery team
The delivery team’s behavior has been reported to their
direct supervisors. We do expect and
require our teams to conduct themselves in a professional and appropriate
manner. If a team fails to meet this
standard it is address by delivery management.
We are very sorry that the team
caused the customer to feel uncomfortable in her own home.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
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We have absolutely failed this customer.
There have been too many attempts to make this right and we have not
been able to get a set in the home, correctly.
There have been issues with damages, issues with the delivery team.
We do have another exchange attempt scheduled for May
14, 2016.
If the customer would like to have the pieces picked up
for a refund, we can honor that request at this point
If the customer would like to wait and see if the
exchange can be completed on May 14th we can wait and if it fails
that day, the team can remove the set in the home for a refund back to the
original method of payment the Visa card.
If the exchange is successful and we are finally able to deliver a show
room quality set we can absolutely offer compensation for the multiple failures
going back to June back to the Visa card
Please advise which option the customer would like to
accept-
We can cancel the exchange and set up a pick up for
refund instead, returns are schedule Tuesdays through Fridays only
We can proceed with the exchange on May and if it
fails we can have the team take back both sets and we can process the
refund. If it is successful we can
process compensation to the original method of payment
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison