Good Morning [redacted],
"line-height: 15pt; background: white;">I am sincerely sorry for the
frustration we caused you to feel and I stress to you that here at Bobs
Discount Furniture we acknowledge that caring for our customers is the most
important part of our businessWe do not find the alleged
behavior you have cited our technician showed an example of the excellence we
strive for everyday in our businessI thank you for bringing this to our
attention so that we can continually ensure our customer's service experiences
are reflective of professionalism and common courtesy
Our records indicate that as of
your concern has been satisfiedYour account with Bobs Discount
Furniture indicates that an even exchange for your chest is scheduled to take
place on
I apologize again that you were
met with any inconvenience while seeking to resolve your concern and I assure
you that Bobs Discount Furniture truly appreciates you as our valued customer
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning
"">[redacted]
I am very sorry for the disappointment you are experiencing with your sleeper
sofaI assure you that Bobs Discount Furniture cares very much to satisfy all
our customers and we stand behind the quality of our products even after the
expiration of our one year guarantee period
I do see that you reported your concern to us and we had a factory trained
technician come out to the home on 2/10/At that time it was explained to
you that this is for a sleeper unit.
This is and up to manufactures standards for the decking to sit a
minor amount lower then the other pieces.
That is the way it is manufactured.
We do understand that you do not feel you were properly informed during
the purchase so we would like to offer the following resolutions:
I do see that we have already set up an exchange for
you, if you want to proceed with this exchange you can simply call into
customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm. Any agent will be able to schedule this
exchange for you
I would like to take this opportunity to offer you
something else, however. Because this is
part of a set and you have reported no issues with the rest of the set we could
offer you a discount on the sleeper to keep it in the home as it is. We could offer you a refund back to your
Wells Fargo account of 20% of the purchase price of the sleeper, which was
$749. This would be a credit of
$149.80. This would not affect the
warranty on the sleeper you would still have years of accidental and
manufacturing warranty in tact.
Please review your options and let us know which of
these options would best work for you at this time
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to [redacted] for the lack of
care and empathy this concern has been met withI have placed the store credit
for the left side facing piece into our customer's accounting records and this
credit, along with the original, are active for useThese credits will remain
active through As an additional apology for the time that [redacted] has
had to spend seeking resolution on this we will agree to waive the new delivery
fee on the newly selected merchandise (this will save [redacted] approximately $99.99)
By accepting and using these credits [redacted] is acknowledging
that this is the final attempt
we are permitting an exchange of merchandise for any customer preference
concernWhile I certainly agree that [redacted]'s concerns should have been handled
with more care it is not a sound business choice to continue to remove and
deliver product (that cannot be re sold as new) to any customer
For [redacted]'s records the two credit numbers associated with the
sectional are: [redacted] & [redacted]Should the new merchandise [redacted] selects
cost less than the available credit the remaining balance can be used in our
store for other merchandise or may remain as a store credit for future useIf
[redacted] selects a set that retails for more than the available credit we will
expect that the consumer pay the difference in upcharge for the merchandise
they desire
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We consider this complaint closed as resolved as the
customer's desired settlement request has fully been metI personally
apologize for the frustration our customer has been through in seeking
resolution for this obvious concernI further apologize for the lack of care
and empathy applied when she has tried several times to directly resolve this
with our businessBobs Discount Furniture sees it fair and appropriate to work
above and beyond our written policies in this circumstance and provide our
customer and her father with the resolution soughtI have left a message for [redacted] on the phone number she provided to the Revdex.com asking that she contact us to
schedule the removal of this recliner
We are unable to process any monetary refund until the
recliner is physically removed from our customer's home and returned to our
distribution centerI have placed an expiration date on this refund credit for
in the case that [redacted] father needs to continue to use the chair
while procuring another chair that better suits his needsWe most certainly do
not want to cause any more negative impact on our customer's life than we
already have
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">We are very
sorry that our customer wasn't properly followed up with on our need for
informationWe appreciate our customer bringing this failure to our attention
so that we may address the training concerns we haveOur records indicate that
this customer's check was cut from our CT Corporate Office on (the
next day after the claim was logged to you)Our records reflect a check number
of [redacted], please let me know if our customer requires further assistance at
this time
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my apologies that he had to escalate his concern so
highly in order to get it properly recognizedAs of we have provided
this customer with the resolution he requestedHis factory fresh sofa is
expected to arrive to him on
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any concerns
that [redacted] is currently experiencing with her product and stand behind the
value of the products and protection plan we sell our customers
[redacted]'s previous replacement was
not offered to her through Bobs Discount Furniture, this replacement was
authorized directly through the [redacted] company who owns and manages the Goof
Proof Plan [redacted] invested inThe [redacted] Plan offers five years of
coverage so she was well within the first five years of coverage when she received
the credit from [redacted] in June of
The Bobs Discount Furniture guarantee
on [redacted]'s sofa expired on 6.08.2013, todays date is over a year after
expiration, the technician that was dispatched to [redacted]'s home on
(at no charge to her) was done as a courtesy because she is our valued
customerUpon arriving to [redacted]'s home our technician found that the damage
being reported was unrepairable and that [redacted]'s merchandise has suffered an
immense amount of accumulated damage concerns that are not related to factory
defectsPlease see the photo that I have attached outlining the current
staining that is present on this merchandise
Regardless of warranty status Bobs
Discount Furniture is open to listening to our customer's concerns and
researching all avenues available to us to help our customers resolve problems
with their product in a fair mannerPlease understand that there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the concern occurringAs a result of all facts
presented in this case regretfully Bobs Discount Furniture is unable to provide
a replacement sofa for this concern
Our technician did recommended that
new seat cores (foam inside of the seats) would correct the concern [redacted] is experiencing
and should [redacted] wish she can purchase these seat cores for $eachPlease
ask that [redacted] contact us by phone at ###-###-#### if she would like to set
up this purchase part order
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this
customer by the email address she has provided in this complaint this morning
(3.26.2014) so I can assist her on a more direct level
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with our customer ([redacted]) today (8.11.2014) and
we have offered a fair an appropriate resolution for this concernPlease pass
on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this
product has caused them I have also
provided our customer with my direct information for any future needs I can
help resolve with the utmost efficiencyI thank our customer for making this
complaint so that we have the opportunity to provide the care our customer
should have been receiving all along
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please give this customer my apologies for the frustration she is
experiencing while trying to get this damage resolvedThe customer's record
not uploading to the [redacted] Protection Company is the result of a computer
glitch at the time of saleWe are very sorry for this mistake and I have taken
the appropriate steps to ensure that this customer's plan is recognized within the
[redacted] systems for future use
Our records reflect that this customer told us that her dog did
damage the seat by pulling on an already present rip/seam separationThis
information makes this occurrence different from the previous occurrences the
customer has reported and we have satisfiedRegretfully there is no retailer
or furniture protection plan that will cover damages that have been furthered
in their state due to the actions of an animalAs the seat casing normally
retails for $we can offer to meet this customer halfway by paying the
vendor $for her part if she agrees to pay the remaining $and
associated sales tax for her areaWe are not able to get these parts at no
cost ourselves but do want to show an initiative to help resolve our customer's
concern
Please let me know how our customer would like to proceed after reading
this offer
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the delay
""> The part has been delivered and the
installation service has been scheduled.
We invited the customer to call in once the installation service has
been completed and the piece is functioning properly. Please call and request an account review for
compensation for the failures that are represented in this complaint. We do normally offer this compensation solely
as a Bob's Gift Card. Due to the
multiple issues, we will note the account that this can be offered to the [redacted] account, once installation is completed and the customer is again happy
with the pieces.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob's Discount Furniture
Dear Revdex.com,
We are very sorry that this customer is having issues with the purchase
""> There is no record of the customer reporting
that there was any issue with the chair.
There are notes that the customer wanted to reselect on the entire set
If we are offering to include pieces that are not defective, there would be a
usage fee involved
If the customer believes
the chair has the same issue as the sofa, we ask the customer to submit phots
of the issue with the chair seat. Please
take color photos, to the Revdex.com mediation site.
One close up of the seat showing the defect and one from a few feet
back, showing the defect. If we can
confirm that the chair has the same issue as the sofa, we can certainly offer
the reselection.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the inconvenience
the multiple deliveries caused our customerWe can certainly understand the
customer's frustration and acknowledge the reasons why the customer feels they
are owed something additional after their concerns have been resolved
Bob's prides itself
on providing quality service and the best value product for the priceOur
primary focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from usWe have resolved
the original concern and delivered the customer the merchandise originally
expected in good conditionAt this time any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion
While 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 policiesWe do not
offer apology monetary amounts based off of any individual's time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition
We can offer to provide the customer with a monetary refund
based on the amount paid to us for a delivery fee on this sales order ($99.99)
Should the customer wish to accept this offer, please advise that they may
respond to this communication via the Revdex.com as ‘satisfactory' and we will have
our retail location reach out to them to complete any further processing
needed
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com-
"margin: 0in 0in 0pt;">Bob's offers the absolute best
value available at our price point. We
also offer the customer our service guarantee.
If a customer reports any issues that may be manufacturing in nature
during the warranty period, we will send one of our factory trained technicians
free of charge. The technician will
report to us the nature of the issue. If
it is an issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer's sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob's stands behind this
100%.
We
are sincerely sorry that this customer is not completely satisfied with the [redacted]
set purchased in 2015. We sent our
technician to the home in June 15th 2016.
The technician did determine that there are defects in the
merchandise. The replacement parts were
ordered. As we do not manufacture
merchandise we do have to order the parts from the vendor. The vendor then ships to the customer
directly. This vendor does regularly
require 12-weeks ship time.
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you may
reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
"Outlet" or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
If this customer would like to
reselect to a different set we can offer a courtesy reselection. This would fulfill the one time replacement
on the [redacted] protection plan, so that would not carry over. We would be able to offer a $plus tax
reselection credit. If the customer
would prefer to proceed with this option rather then waiting on the parts
please accept the offer through the Revdex.com mediation site and we will create the
paperwork and send it directly to the customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] this afternoon and I am genuinely very
sorry for the failures that he has endured during his [redacted]e of needI have
assured [redacted] that this is not the excellent service Bobs prides itself on, I am
truly grateful that [redacted] has agreed to allow me to assist him directly and
provide us with an opportunity to make our failures right by him and his wife
I have verified all open store credits with [redacted] (Sofa,
Recliner, and 3- Pack of Tables) and provided him with my direct contact
information for future useI thank [redacted] for taking the [redacted]e he did to escalate
his concerns so that we can address the internal coaching concerns we have and
improve all of our customer's experiences
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am very
sorry to learn of [redacted]'s concerns with his bedI do understand his
frustration and apologize further that he has experienced issues while trying
to get in touch with [redacted]I assure [redacted] that Bobs Discount Furniture
genuinely cares about resolving our customer's concerns and we have provided
[redacted] with a direct example of this care
Our records
reflect that on we stepped in and entered a pro rated reselection
credit for [redacted]'s bed, in this credit we also included an additional $
credit for the monies he put forth towards Goof proofHad [redacted]'s claim been
honored through the [redacted] insurance company he would not have received that
additional credit[redacted]'s merchandise was delivered in which indicates
that he is very far outside of the manufacturing warranty Bobs offer's on his merchandise
Again I truly apologize that [redacted] has been experiencing any issues with his
bed however as a business I cannot see how Bobs Discount Furniture has failed
[redacted] in this scenario
The coverage
that [redacted] purchased for five years insurances customer caused accidental damage
onlyIn the event [redacted]'s concern on this bed was the result of an accident
he committed; the [redacted] company would not be offering him a credit for the
other items within his bedroom set, that have been in his possession for nearly
two years that have no reported concernsAs [redacted]'s bedroom set is no longer
under a Bobs warranty we are unable to offer him options for recourseAt Bobs
Discount Furniture it is our continued goal to satisfy our customers and like
any other business we must make choices based on balancing our customer's wants
and the needs of our business overall
As an
extreme and additional courtesy I have updated [redacted]'s credit to reflect the
total amount he originally paid for the bed instead of the pro rated amount we initially
offered and processed for himWe have also approved covering the delivery fee
of [redacted]'s new bed and the cost of removing and disposing of his old bed
Thirdly, I have also extended the credit's expiration deadline (it will now
expire on 9.17.2014) for [redacted] so that he may have more time to visit our
showroom and see the many beds we have to offer that will fit well with the
rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs
Discount Furniture has already worked outside of our polices and made
exceptions to assist our customer
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry to you are experiencing dissatisfaction with your [redacted] claim
and I assure you that it is never the intention of Bobs Discount Furniture to
leave our customer's feeling disappointed in the resolutions they have been provided
Our
records indicate that you are anticipating your new sofa to be delivered on
I have mailed you a copy of the [redacted] Contract that reflects your
agreement of the extended protection plan (Goof Proof)I apologize if you
didn't receive this information shortly after deliveryHad we been made aware
of this failure we surely would have mailed that copy to you on [redacted]'s
behalfPlease refer to the ‘Liability' section of the ‘Terms and Conditions'
as this discloses the information you are seekingI have also pasted this
information below for your review –Please refer to the third (3rd)
paragraph:
LIABILITY
Under no
circumstances shall coverage extend to any loss or injury to a person
or loss or damage
to property or any incidental, contingent, special or any direct
or indirect loss
and consequential damages including but not limited to losses
incurred to any
delay in rendering service under this Plan and loss of use during
the period that
your furniture item is at an authorized servicer or while awaiting
materials/parts
For any single
claim, the limit of liability under this Plan is the lesser of the cost
of (1) authorized
service/repairs, (2) replacement of affected furniture item with
a new replacement
piece of equal value, excluding taxes and delivery/shipping
fees (3) the price
that you paid for the furniture item
The total
liability under this Plan is the purchase price you paid for the furniture
itemIn the event
that the aggregate of all authorized service/repairs exceeds
the purchase price
paid for the furniture item or we replace the furniture item
with a new piece
of equal value, we shall have satisfied all obligations owed
under this Plan
If the retailer
from whom this Plan was purchased is no longer in business, in the
case of a covered
claim, the Plan becomes service onlyIf the furniture item(s)
cannot be
serviced, the liability will be limited to a refund of the purchase price
of this PlanOnce
a refund has been issued for any furniture item, all terms and
conditions
of the Plan will be fulfilled and all future claims will be void
The pros most definitely outweigh the cons in
this scenario, not only are you given the option to keep your old sofa, but you
are also receiving a brand new one year factory guarantee from Bobs Discount
Furniture for the replacement sofaThis one year factory guarantee through Bob's
starts on the new date of delivery for your sofa only and that is offered at no
cost to youThe other furniture that you purchased this plan on is not affected
in any way; it is only the sofa that the plan has fulfilled its agreement onI
further apologize if there was any confusion provided to you on our part but
the additional cost of $is your choice to pay and not a requirement that
must be completed for you to receive your new sofaMost customers opt to re
purchase the plan because the value sells itselfCurrently you are receiving a
brand new sofa that retails for $699.00, being given the option to keep a sofa that
retails for $699.00, and the cost of loading this merchandise plus paying the
delivery team and putting fuel in their delivery truck has been covered for
youYou paid approximately $to receive all these benefitsPlease accept
my sincerest apologies for your frustrations [redacted] but I do not see how the
[redacted] Plan you originally purchased has failed you in regards to the
claim on your sofaPlease feel free to respond to me with any more questions
or concerns you may have regarding your new sofa
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am
very sorry for the failures that our customer has had to endure based off of
our errorsWe expect all of our professionals to behave in the most caring
manner while certifying our customer's complete satisfactionI am very embarrassed
to learn of the conduct our delivery team displayed while in our customers home
and I assure [redacted] that we do not consider these actions acceptable in any
mannerI further apologize to [redacted] for the lack of care he received while
initially reporting these concerns to our Customer Care DepartmentIt is
outrageous for any business to ask a customer to endure any period of patience
after failing so terribly to honor the original agreement we entered intoI
thank [redacted] for escalating his concern so that we may have the opportunity to
properly coach our agents and make sure we are offering the best experience all
around for our valued customers
Bob's prides itself on providing our customer
quality service and the best value product for the priceOur primary focus is
on making it right so that our customer is satisfied with the product that they
have purchased from usWe currently have a delivery scheduled for to
resolve this concern and I have ensured that all pieces/parts of the bed are
coming for the exchange on (headboard/footboard railings)I have
also requested that a different delivery team come to[redacted] residence due to
the poor experience he endured from our original teamI am confident that John's
concerns will be completely resolved on guaranteeing he does not have
to spend any more of his valuable time correcting our mistakes
While it is not procedure to do so, I
recognize that we have caused our customer a great deal of inconvenienceFor
that reason, I have made a note that once we have made everything right, we
will review this customer's account to determine if further action should to be
takenPlease advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with themIf our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any,
further resolution will be offered at that time
I genuinely apologize again for the impression our
customer has been left with of our business
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the disappointment our customer
experienced overall and we are truly apologetic for the inconvenience we caused
our customer during the delivery of her merchandise
Our records reflect that the refund of the customer's
original delivery fee was fully released from our systems as of
under credit number: [redacted]While it is not within our procedures to
compensate our customers by way of monetary refund we do recognize that we
caused this customer a great deal of inconvenience and for that reason we have
worked above and beyond our process in an effort to bring our customer
some form of satisfaction
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records reflect
that as of Mr[redacted]'s request for refund was honoredWe are
currently scheduled to pick up the furniture from our customer's residence on
and are working above and beyond our company policies in an extreme
effort to bring our customers satisfaction
We are truly very
sorry for any disappointment we caused Mrand Mrs[redacted] and we thank them
for taking the time to make this complaint so that we have the best information
available to us to improve our customer's purchases
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
"line-height: 15pt; background: white;">I am sincerely sorry for the
frustration we caused you to feel and I stress to you that here at Bobs
Discount Furniture we acknowledge that caring for our customers is the most
important part of our businessWe do not find the alleged
behavior you have cited our technician showed an example of the excellence we
strive for everyday in our businessI thank you for bringing this to our
attention so that we can continually ensure our customer's service experiences
are reflective of professionalism and common courtesy
Our records indicate that as of
your concern has been satisfiedYour account with Bobs Discount
Furniture indicates that an even exchange for your chest is scheduled to take
place on
I apologize again that you were
met with any inconvenience while seeking to resolve your concern and I assure
you that Bobs Discount Furniture truly appreciates you as our valued customer
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning
"">[redacted]
I am very sorry for the disappointment you are experiencing with your sleeper
sofaI assure you that Bobs Discount Furniture cares very much to satisfy all
our customers and we stand behind the quality of our products even after the
expiration of our one year guarantee period
I do see that you reported your concern to us and we had a factory trained
technician come out to the home on 2/10/At that time it was explained to
you that this is for a sleeper unit.
This is and up to manufactures standards for the decking to sit a
minor amount lower then the other pieces.
That is the way it is manufactured.
We do understand that you do not feel you were properly informed during
the purchase so we would like to offer the following resolutions:
I do see that we have already set up an exchange for
you, if you want to proceed with this exchange you can simply call into
customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm. Any agent will be able to schedule this
exchange for you
I would like to take this opportunity to offer you
something else, however. Because this is
part of a set and you have reported no issues with the rest of the set we could
offer you a discount on the sleeper to keep it in the home as it is. We could offer you a refund back to your
Wells Fargo account of 20% of the purchase price of the sleeper, which was
$749. This would be a credit of
$149.80. This would not affect the
warranty on the sleeper you would still have years of accidental and
manufacturing warranty in tact.
Please review your options and let us know which of
these options would best work for you at this time
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies to [redacted] for the lack of
care and empathy this concern has been met withI have placed the store credit
for the left side facing piece into our customer's accounting records and this
credit, along with the original, are active for useThese credits will remain
active through As an additional apology for the time that [redacted] has
had to spend seeking resolution on this we will agree to waive the new delivery
fee on the newly selected merchandise (this will save [redacted] approximately $99.99)
By accepting and using these credits [redacted] is acknowledging
that this is the final attempt
we are permitting an exchange of merchandise for any customer preference
concernWhile I certainly agree that [redacted]'s concerns should have been handled
with more care it is not a sound business choice to continue to remove and
deliver product (that cannot be re sold as new) to any customer
For [redacted]'s records the two credit numbers associated with the
sectional are: [redacted] & [redacted]Should the new merchandise [redacted] selects
cost less than the available credit the remaining balance can be used in our
store for other merchandise or may remain as a store credit for future useIf
[redacted] selects a set that retails for more than the available credit we will
expect that the consumer pay the difference in upcharge for the merchandise
they desire
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We consider this complaint closed as resolved as the
customer's desired settlement request has fully been metI personally
apologize for the frustration our customer has been through in seeking
resolution for this obvious concernI further apologize for the lack of care
and empathy applied when she has tried several times to directly resolve this
with our businessBobs Discount Furniture sees it fair and appropriate to work
above and beyond our written policies in this circumstance and provide our
customer and her father with the resolution soughtI have left a message for [redacted] on the phone number she provided to the Revdex.com asking that she contact us to
schedule the removal of this recliner
We are unable to process any monetary refund until the
recliner is physically removed from our customer's home and returned to our
distribution centerI have placed an expiration date on this refund credit for
in the case that [redacted] father needs to continue to use the chair
while procuring another chair that better suits his needsWe most certainly do
not want to cause any more negative impact on our customer's life than we
already have
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">We are very
sorry that our customer wasn't properly followed up with on our need for
informationWe appreciate our customer bringing this failure to our attention
so that we may address the training concerns we haveOur records indicate that
this customer's check was cut from our CT Corporate Office on (the
next day after the claim was logged to you)Our records reflect a check number
of [redacted], please let me know if our customer requires further assistance at
this time
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my apologies that he had to escalate his concern so
highly in order to get it properly recognizedAs of we have provided
this customer with the resolution he requestedHis factory fresh sofa is
expected to arrive to him on
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any concerns
that [redacted] is currently experiencing with her product and stand behind the
value of the products and protection plan we sell our customers
[redacted]'s previous replacement was
not offered to her through Bobs Discount Furniture, this replacement was
authorized directly through the [redacted] company who owns and manages the Goof
Proof Plan [redacted] invested inThe [redacted] Plan offers five years of
coverage so she was well within the first five years of coverage when she received
the credit from [redacted] in June of
The Bobs Discount Furniture guarantee
on [redacted]'s sofa expired on 6.08.2013, todays date is over a year after
expiration, the technician that was dispatched to [redacted]'s home on
(at no charge to her) was done as a courtesy because she is our valued
customerUpon arriving to [redacted]'s home our technician found that the damage
being reported was unrepairable and that [redacted]'s merchandise has suffered an
immense amount of accumulated damage concerns that are not related to factory
defectsPlease see the photo that I have attached outlining the current
staining that is present on this merchandise
Regardless of warranty status Bobs
Discount Furniture is open to listening to our customer's concerns and
researching all avenues available to us to help our customers resolve problems
with their product in a fair mannerPlease understand that there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the concern occurringAs a result of all facts
presented in this case regretfully Bobs Discount Furniture is unable to provide
a replacement sofa for this concern
Our technician did recommended that
new seat cores (foam inside of the seats) would correct the concern [redacted] is experiencing
and should [redacted] wish she can purchase these seat cores for $eachPlease
ask that [redacted] contact us by phone at ###-###-#### if she would like to set
up this purchase part order
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this
customer by the email address she has provided in this complaint this morning
(3.26.2014) so I can assist her on a more direct level
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with our customer ([redacted]) today (8.11.2014) and
we have offered a fair an appropriate resolution for this concernPlease pass
on my sincerest apologies to both [redacted] and [redacted] for the inconvenience this
product has caused them I have also
provided our customer with my direct information for any future needs I can
help resolve with the utmost efficiencyI thank our customer for making this
complaint so that we have the opportunity to provide the care our customer
should have been receiving all along
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please give this customer my apologies for the frustration she is
experiencing while trying to get this damage resolvedThe customer's record
not uploading to the [redacted] Protection Company is the result of a computer
glitch at the time of saleWe are very sorry for this mistake and I have taken
the appropriate steps to ensure that this customer's plan is recognized within the
[redacted] systems for future use
Our records reflect that this customer told us that her dog did
damage the seat by pulling on an already present rip/seam separationThis
information makes this occurrence different from the previous occurrences the
customer has reported and we have satisfiedRegretfully there is no retailer
or furniture protection plan that will cover damages that have been furthered
in their state due to the actions of an animalAs the seat casing normally
retails for $we can offer to meet this customer halfway by paying the
vendor $for her part if she agrees to pay the remaining $and
associated sales tax for her areaWe are not able to get these parts at no
cost ourselves but do want to show an initiative to help resolve our customer's
concern
Please let me know how our customer would like to proceed after reading
this offer
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the delay
""> The part has been delivered and the
installation service has been scheduled.
We invited the customer to call in once the installation service has
been completed and the piece is functioning properly. Please call and request an account review for
compensation for the failures that are represented in this complaint. We do normally offer this compensation solely
as a Bob's Gift Card. Due to the
multiple issues, we will note the account that this can be offered to the [redacted] account, once installation is completed and the customer is again happy
with the pieces.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob's Discount Furniture
Dear Revdex.com,
We are very sorry that this customer is having issues with the purchase
""> There is no record of the customer reporting
that there was any issue with the chair.
There are notes that the customer wanted to reselect on the entire set
If we are offering to include pieces that are not defective, there would be a
usage fee involved
If the customer believes
the chair has the same issue as the sofa, we ask the customer to submit phots
of the issue with the chair seat. Please
take color photos, to the Revdex.com mediation site.
One close up of the seat showing the defect and one from a few feet
back, showing the defect. If we can
confirm that the chair has the same issue as the sofa, we can certainly offer
the reselection.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the inconvenience
the multiple deliveries caused our customerWe can certainly understand the
customer's frustration and acknowledge the reasons why the customer feels they
are owed something additional after their concerns have been resolved
Bob's prides itself
on providing quality service and the best value product for the priceOur
primary focus is on making the concern we caused right so that our customer is
satisfied with the product that they have purchased from usWe have resolved
the original concern and delivered the customer the merchandise originally
expected in good conditionAt this time any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion
While 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 policiesWe do not
offer apology monetary amounts based off of any individual's time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition
We can offer to provide the customer with a monetary refund
based on the amount paid to us for a delivery fee on this sales order ($99.99)
Should the customer wish to accept this offer, please advise that they may
respond to this communication via the Revdex.com as ‘satisfactory' and we will have
our retail location reach out to them to complete any further processing
needed
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com-
"margin: 0in 0in 0pt;">Bob's offers the absolute best
value available at our price point. We
also offer the customer our service guarantee.
If a customer reports any issues that may be manufacturing in nature
during the warranty period, we will send one of our factory trained technicians
free of charge. The technician will
report to us the nature of the issue. If
it is an issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer's sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob's stands behind this
100%.
We
are sincerely sorry that this customer is not completely satisfied with the [redacted]
set purchased in 2015. We sent our
technician to the home in June 15th 2016.
The technician did determine that there are defects in the
merchandise. The replacement parts were
ordered. As we do not manufacture
merchandise we do have to order the parts from the vendor. The vendor then ships to the customer
directly. This vendor does regularly
require 12-weeks ship time.
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you may
reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
"Outlet" or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
If this customer would like to
reselect to a different set we can offer a courtesy reselection. This would fulfill the one time replacement
on the [redacted] protection plan, so that would not carry over. We would be able to offer a $plus tax
reselection credit. If the customer
would prefer to proceed with this option rather then waiting on the parts
please accept the offer through the Revdex.com mediation site and we will create the
paperwork and send it directly to the customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] this afternoon and I am genuinely very
sorry for the failures that he has endured during his [redacted]e of needI have
assured [redacted] that this is not the excellent service Bobs prides itself on, I am
truly grateful that [redacted] has agreed to allow me to assist him directly and
provide us with an opportunity to make our failures right by him and his wife
I have verified all open store credits with [redacted] (Sofa,
Recliner, and 3- Pack of Tables) and provided him with my direct contact
information for future useI thank [redacted] for taking the [redacted]e he did to escalate
his concerns so that we can address the internal coaching concerns we have and
improve all of our customer's experiences
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I am very
sorry to learn of [redacted]'s concerns with his bedI do understand his
frustration and apologize further that he has experienced issues while trying
to get in touch with [redacted]I assure [redacted] that Bobs Discount Furniture
genuinely cares about resolving our customer's concerns and we have provided
[redacted] with a direct example of this care
Our records
reflect that on we stepped in and entered a pro rated reselection
credit for [redacted]'s bed, in this credit we also included an additional $
credit for the monies he put forth towards Goof proofHad [redacted]'s claim been
honored through the [redacted] insurance company he would not have received that
additional credit[redacted]'s merchandise was delivered in which indicates
that he is very far outside of the manufacturing warranty Bobs offer's on his merchandise
Again I truly apologize that [redacted] has been experiencing any issues with his
bed however as a business I cannot see how Bobs Discount Furniture has failed
[redacted] in this scenario
The coverage
that [redacted] purchased for five years insurances customer caused accidental damage
onlyIn the event [redacted]'s concern on this bed was the result of an accident
he committed; the [redacted] company would not be offering him a credit for the
other items within his bedroom set, that have been in his possession for nearly
two years that have no reported concernsAs [redacted]'s bedroom set is no longer
under a Bobs warranty we are unable to offer him options for recourseAt Bobs
Discount Furniture it is our continued goal to satisfy our customers and like
any other business we must make choices based on balancing our customer's wants
and the needs of our business overall
As an
extreme and additional courtesy I have updated [redacted]'s credit to reflect the
total amount he originally paid for the bed instead of the pro rated amount we initially
offered and processed for himWe have also approved covering the delivery fee
of [redacted]'s new bed and the cost of removing and disposing of his old bed
Thirdly, I have also extended the credit's expiration deadline (it will now
expire on 9.17.2014) for [redacted] so that he may have more time to visit our
showroom and see the many beds we have to offer that will fit well with the
rest of his setI apologize to [redacted] again and assure the Revdex.com that Bobs
Discount Furniture has already worked outside of our polices and made
exceptions to assist our customer
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry to you are experiencing dissatisfaction with your [redacted] claim
and I assure you that it is never the intention of Bobs Discount Furniture to
leave our customer's feeling disappointed in the resolutions they have been provided
Our
records indicate that you are anticipating your new sofa to be delivered on
I have mailed you a copy of the [redacted] Contract that reflects your
agreement of the extended protection plan (Goof Proof)I apologize if you
didn't receive this information shortly after deliveryHad we been made aware
of this failure we surely would have mailed that copy to you on [redacted]'s
behalfPlease refer to the ‘Liability' section of the ‘Terms and Conditions'
as this discloses the information you are seekingI have also pasted this
information below for your review –Please refer to the third (3rd)
paragraph:
LIABILITY
Under no
circumstances shall coverage extend to any loss or injury to a person
or loss or damage
to property or any incidental, contingent, special or any direct
or indirect loss
and consequential damages including but not limited to losses
incurred to any
delay in rendering service under this Plan and loss of use during
the period that
your furniture item is at an authorized servicer or while awaiting
materials/parts
For any single
claim, the limit of liability under this Plan is the lesser of the cost
of (1) authorized
service/repairs, (2) replacement of affected furniture item with
a new replacement
piece of equal value, excluding taxes and delivery/shipping
fees (3) the price
that you paid for the furniture item
The total
liability under this Plan is the purchase price you paid for the furniture
itemIn the event
that the aggregate of all authorized service/repairs exceeds
the purchase price
paid for the furniture item or we replace the furniture item
with a new piece
of equal value, we shall have satisfied all obligations owed
under this Plan
If the retailer
from whom this Plan was purchased is no longer in business, in the
case of a covered
claim, the Plan becomes service onlyIf the furniture item(s)
cannot be
serviced, the liability will be limited to a refund of the purchase price
of this PlanOnce
a refund has been issued for any furniture item, all terms and
conditions
of the Plan will be fulfilled and all future claims will be void
The pros most definitely outweigh the cons in
this scenario, not only are you given the option to keep your old sofa, but you
are also receiving a brand new one year factory guarantee from Bobs Discount
Furniture for the replacement sofaThis one year factory guarantee through Bob's
starts on the new date of delivery for your sofa only and that is offered at no
cost to youThe other furniture that you purchased this plan on is not affected
in any way; it is only the sofa that the plan has fulfilled its agreement onI
further apologize if there was any confusion provided to you on our part but
the additional cost of $is your choice to pay and not a requirement that
must be completed for you to receive your new sofaMost customers opt to re
purchase the plan because the value sells itselfCurrently you are receiving a
brand new sofa that retails for $699.00, being given the option to keep a sofa that
retails for $699.00, and the cost of loading this merchandise plus paying the
delivery team and putting fuel in their delivery truck has been covered for
youYou paid approximately $to receive all these benefitsPlease accept
my sincerest apologies for your frustrations [redacted] but I do not see how the
[redacted] Plan you originally purchased has failed you in regards to the
claim on your sofaPlease feel free to respond to me with any more questions
or concerns you may have regarding your new sofa
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am
very sorry for the failures that our customer has had to endure based off of
our errorsWe expect all of our professionals to behave in the most caring
manner while certifying our customer's complete satisfactionI am very embarrassed
to learn of the conduct our delivery team displayed while in our customers home
and I assure [redacted] that we do not consider these actions acceptable in any
mannerI further apologize to [redacted] for the lack of care he received while
initially reporting these concerns to our Customer Care DepartmentIt is
outrageous for any business to ask a customer to endure any period of patience
after failing so terribly to honor the original agreement we entered intoI
thank [redacted] for escalating his concern so that we may have the opportunity to
properly coach our agents and make sure we are offering the best experience all
around for our valued customers
Bob's prides itself on providing our customer
quality service and the best value product for the priceOur primary focus is
on making it right so that our customer is satisfied with the product that they
have purchased from usWe currently have a delivery scheduled for to
resolve this concern and I have ensured that all pieces/parts of the bed are
coming for the exchange on (headboard/footboard railings)I have
also requested that a different delivery team come to[redacted] residence due to
the poor experience he endured from our original teamI am confident that John's
concerns will be completely resolved on guaranteeing he does not have
to spend any more of his valuable time correcting our mistakes
While it is not procedure to do so, I
recognize that we have caused our customer a great deal of inconvenienceFor
that reason, I have made a note that once we have made everything right, we
will review this customer's account to determine if further action should to be
takenPlease advise this customer that upon completion of their delivery, the
driver is expected to call into our Customer Care Department to allow us to
speak directly with themIf our customer still believes that further
resolution is needed to rectify this concern we can discuss what, if any,
further resolution will be offered at that time
I genuinely apologize again for the impression our
customer has been left with of our business
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the disappointment our customer
experienced overall and we are truly apologetic for the inconvenience we caused
our customer during the delivery of her merchandise
Our records reflect that the refund of the customer's
original delivery fee was fully released from our systems as of
under credit number: [redacted]While it is not within our procedures to
compensate our customers by way of monetary refund we do recognize that we
caused this customer a great deal of inconvenience and for that reason we have
worked above and beyond our process in an effort to bring our customer
some form of satisfaction
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Our records reflect
that as of Mr[redacted]'s request for refund was honoredWe are
currently scheduled to pick up the furniture from our customer's residence on
and are working above and beyond our company policies in an extreme
effort to bring our customers satisfaction
We are truly very
sorry for any disappointment we caused Mrand Mrs[redacted] and we thank them
for taking the time to make this complaint so that we have the best information
available to us to improve our customer's purchases
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison