Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
3/10/2015
Complaint
Sofa was delivered damaged. Refund in store was processed incorrectly (we paid some cash, some credit). We were not notified the refund didn't go through, we only caught it by looking at our credit card statement. Repeated attempts by phone to have our corporate issued cash refund check, as well as...
our credit card credit issued have failed. Nobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verified. Very frustrated.
Desired Resolution
Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July 2013 and at that time the customer purchased the option of [redacted]
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We scheduled our service technician to the home
7.14.2016. That technician did not find
the damage to be manufacturing in nature.
Stating that the damage is not manufacturing in nature does not mean it
is being blamed on the customer.
Accidents happen, that is why customer’s purchase [redacted]. If this customer is aware of how the damage occurred
and when they can certainly utilize the [redacted] accidental damage protection
plan. I have attached a copy of the
handout the customer was given at time of purchase, for their review.
size="3">
We are very sorry that this bed 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 our Southington store at ###-###-####.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
This is set up as an exchange, if the
customer would like to reselect we can offer that as well. This one time
replacement does fulfill the [redacted] contract, if the customer wishes the
new bed to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Roman" size="3">
My name is Tracy S[redacted] and I work for Bobs Discount Furniture as
a Corporate Customer Care Liaison. I can honestly state that this is one of the
hardest letters I have had to write, I feel terrible and extremely embarrassed
after reading about your experience with us. I don't blame you for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I
assure you that we would not be continuing to grow if all our customers were
met with so much disappointment during such an important purchase.
Your
comments regarding the service you received by our delivery, customer care, and
at our store are very important to us. We want customers to love shopping with
Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to speak to you in an
impatient way during any of your delivery, sales, or customer care
interactions. I know it is upsetting when someone who should be serving you is
disrespectful and we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us.
As a token
of our apology we would like to offer you a refund to your [redacted]
account. I understand that this does not
change the facts and everything you have gone through. I would like to offer to refund you $150
after delivery is completed 4.7.16.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention.
I recently purchased a split box spring set and was told the delivery would be this Thursday. I received a voicemail from the store to call back to confirm the delivery address. 9 minutes later I proceed to call back and confirm the correct delivery address. On the scheduled delivery date, no one showed up. When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week. Seriously? I have a phone log of the time I called back. Careless mistakes show the lack of care for customers...
Complaint: [redacted]
I am rejecting this response because:
After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples. I removed the particle boards that were broken and replaced them with real wood. The process took me no longer than an hour. If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it. Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke. Lastly, how is broken particle board held together with staples not a mfg. defect?
Sincerely,
[redacted]
face="Times New Roman">
We are truly very sorry for the failures that caused
our customer to have to wait any longer than anticipated for such an important
delivery. The customer’s account shows that one of our Customer Care
Supervisors (Jennifer) proceeded to work directly with the customer on
12.19.2015 and the customer received their merchandise on this date. Our
records also show that the customer accepted a compensation offer from us that
has been fully processed.
At this time we consider this concern closed as
resolved and assure our customer that it was never our intention to let them
down.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
DC
Complaint: [redacted]
Complaint ID [redacted] which was submitted and is in the "assumed resolved" status has not been resolved. A Corporate Liaison for Bob's had been in touch with me and even confirmed a scheduled delivery for today, June 14. I received multiple voicemails from this business yesterday confirming the desk would be delivered, it was on the truck, times to expect delivery, etc. Today I received a voicemail suggesting the desk is damaged and would not be delivered. As a reminder, this is an item that was purchased well over 2 months ago and has not been delivered. It it needed to fulfill a work from home obligation, which began on 6/9. I still have no office space to work with and Bob's has done absolutely nothing to make this right.
Upon delivery, I want a full refund for the great inconvenience this company has caused and for the work I have lost as a result.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on my apologies again to this customer for the
lack of follow up and customer care applied to her account. I am also very
sorry I had to ask for more information in order to assist. Our intention was
never to cause our customer any stress during the purchase of her new
merchandise. Our records indicate that this customer took successful delivery
of the following items:
-Dining room set ($599.00)
- Sectional ($999.00)
-Rustic Wine Rack ($399.00)
The pricing of the items listed above is equal to $1997.00.
The delivery fee that is associated with this price point and amount of merchandise
is $199.99. This customer’s original sales invoice depicts that she was charged
$229.99 for a delivery fee, as the bed was never delivered I do agree that the
customer is owed the difference between the two delivery fee pricing points
which is $30.00.
As a form of further apology for the stress we caused this
customer Bobs Discount Furniture will provide a refund of an additional $50.00
to this customer’s original method of payment. The total and final offer for
compensation that we can make is $80.00.
Please know that refunding monies to a customer as a form of
apology is our extreme effort to apply courtesy and care for our failures
because this offer is above and beyond our normal operating procedures. If our
customer is accepting of this offer please ask her to close this claim as
satisfactory; I will process the paperwork on the same day and ask that our
Bobs retail location reach out to her to verify the full credit card number
used on her original sale in order to completely process the payment.
Thank you,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them?
We apologize that our customer’s
property was damaged at all during the delivery process.
Following our normal successful
procedures for claims of this nature, we sent the customer’s claim directly to
the trucking company accused of the damages for response/resolution.
I have reached out to this third
party provider today and received the following response in reference to status
of this claim:
“Per: [redacted] [redacted]”:
“The claim is in the process of
closing out. The customer should be getting a check in the mail for the
damages. He has not submitted any estimate or photos although we had asked. He
has only advised he will take $100 to settle, which we agreed to”.
At this time we stand behind the
information our partner has indicated and believe the claim is being addressed
with out customer as it should be.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,506.56 this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, 2015 needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for delivery.
So not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set up. As a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my son.
Don't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call?
I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Complaint: [redacted]
I am rejecting this response because:
I do not want a gift card to come shop at a store where I have been treated with so much disrespect and unprofessionalism. At this point I do not want to go back into the store. I had to argue with an employee for a half hour to even be able to talk to manager. My furniture was delivered to my houses with scratches all over it and all you want to do is give me a gift card after all the money I spent and aggravation I had to go through. I was told over the phone the reason I couldn't be refunded delivery was because delivery and goof proof was all one fee that was yet another lie that I was told because my bill says something different. This was the worst experience I have ever had dealing with a store. I work in customer service and when you have a problem with a customer as a employee you cannot tell a customer that they are not right. You need to get a manager to solve the problem. I'm not satisfied at all.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">I spoke with Mrs. [redacted] yesterday (11.18.2014) via phone. We
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mr. and Mrs. [redacted] have endured. Mrs. [redacted] has my direct
phone number and I have made agreements to follow up directly with her after
her upcoming delivery on 11.21.2014.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
There were no reports made of concern to Bobs Discount
Furniture within the factory guarantee period. The evidence shows an overwhelming
amount of accumulated damages present to this merchandise. The amount of damage
that exists combined with the fact that it continued to occur while being
unreported validates one reason for coverage denial. The protection plan that was purchased, as it
is named Goof Proof, is designed to cover incidents of damage that occur from
accidents. Bobs Discount Furniture is proud to offer our customers the best
quality merchandise at the best price point possible and we do apologize that
this furniture has not met [redacted]’s view of value.
As a consumer I know that a time of purchase is an exciting
time and it is easy for information to be misinterpreted or even explained to
me in general terms. I am confident that our sales professionals would never
offer an item to any customer that isn’t worth its price point in value.
As a courtesy, Bobs Discount Furniture has processed the
necessary paperwork to refund the protection plan associated with this
merchandise. The original method of payment on this account was cash so the
customer can expect to receive a check from us within the next 7-14 business
days. The refund has been processed in the amount of $108.11 and the check will
be sent to: [redacted] / [redacted] as
this is the listed account holder/shipping address we have. If the address
needs to be updated the account holder will be expected to visit a Bobs store
with a government issued ID card to make this change. If [redacted] should want
proof of this refund being processed she may visit her store location and ask
for this order number to be printed for her records – Order number: [redacted]
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: The company is not taking responsibility for defective furniture. The technician that was recently at my house did not take any photos of the furniture. The photos that the company is referring to are from the very first time the technician came out to my house. The duct tape was put on the couch because as I have stated before there is something wrong with the springs on the couch....The springs are sinking in when you sit on the couch and one spring popped a tiny whole in the material that sits on top of it and I placed a piece of tape over it so it did not damage the cushions above it.......Again there is something wrong with the workmanship of the furniture, we did not damage our furniture it is the fault of the company and their poor workmanship on building furniture!....I think it is disgusting that a company lacks the wherewithal to put it's customers first and just takes their money and delivers faulty furniture......It apparently is a common practice with this company as Bob's Discount Furniture is no stranger to a tremendous amount of customer dis-satisfaction!!!! and it is further disgusting that they have their sales people swearing up and down and guranteeing that Bob's would fix anything....I asked specific questions to the sales rep. and she guranteed anything will get fixed...Furthermore I am requesting a full rembursement as I am no longer interested in having anymore dealings with this company.
[redacted]
We are sincerely sorry that the sleeper ottoman was delivered
damaged twice. The notes from the agent
reflect that you were looking to reselect to something different. If that does not reflect your wishes we are
very sorry. We show that we have already removed the
ottoman from the home so we will grant your request for refund. We can refund
the cost of the ottoman and the Goof Proof protection plan and the taxes, we
are unable to refund the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]. Once the credit card number is entered into
the transactions the refund(s) should process back to you within 5-7 business
days. If you no longer have this card in
your possession please visit the closet store to you with the new credit card
and photo ID for security purposes.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.
By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.
Please confirm that my summation of your terms is correct. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
3/10/2015
Complaint
Sofa was delivered damaged. Refund in store was processed incorrectly (we paid some cash, some credit). We were not notified the refund didn't go through, we only caught it by looking at our credit card statement. Repeated attempts by phone to have our corporate issued cash refund check, as well as...
our credit card credit issued have failed. Nobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verified. Very frustrated.
Desired Resolution
Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement.
Consumer Business Dialog
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in July 2013 and at that time the customer purchased the option of [redacted]
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We scheduled our service technician to the home
7.14.2016. That technician did not find
the damage to be manufacturing in nature.
Stating that the damage is not manufacturing in nature does not mean it
is being blamed on the customer.
Accidents happen, that is why customer’s purchase [redacted]. If this customer is aware of how the damage occurred
and when they can certainly utilize the [redacted] accidental damage protection
plan. I have attached a copy of the
handout the customer was given at time of purchase, for their review.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
size="3">
We are very sorry that this bed 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 our Southington store at ###-###-####.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
This is set up as an exchange, if the
customer would like to reselect we can offer that as well. This one time
replacement does fulfill the [redacted] contract, if the customer wishes the
new bed to have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
Roman" size="3">
My name is Tracy S[redacted] and I work for Bobs Discount Furniture as
a Corporate Customer Care Liaison. I can honestly state that this is one of the
hardest letters I have had to write, I feel terrible and extremely embarrassed
after reading about your experience with us. I don't blame you for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I
assure you that we would not be continuing to grow if all our customers were
met with so much disappointment during such an important purchase.
Your
comments regarding the service you received by our delivery, customer care, and
at our store are very important to us. We want customers to love shopping with
Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to speak to you in an
impatient way during any of your delivery, sales, or customer care
interactions. I know it is upsetting when someone who should be serving you is
disrespectful and we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us.
As a token
of our apology we would like to offer you a refund to your [redacted]
account. I understand that this does not
change the facts and everything you have gone through. I would like to offer to refund you $150
after delivery is completed 4.7.16.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Liaison
Bob’s Discount Furniture
I recently purchased a split box spring set and was told the delivery would be this Thursday. I received a voicemail from the store to call back to confirm the delivery address. 9 minutes later I proceed to call back and confirm the correct delivery address. On the scheduled delivery date, no one showed up. When I contact the store, I was told that I never called back to confirm the address and that the delivery would be done the following week. Seriously? I have a phone log of the time I called back. Careless mistakes show the lack of care for customers...
Complaint: [redacted]
I am rejecting this response because:
After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples. I removed the particle boards that were broken and replaced them with real wood. The process took me no longer than an hour. If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it. Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke. Lastly, how is broken particle board held together with staples not a mfg. defect?
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman">
We are truly very sorry for the failures that caused
our customer to have to wait any longer than anticipated for such an important
delivery. The customer’s account shows that one of our Customer Care
Supervisors (Jennifer) proceeded to work directly with the customer on
12.19.2015 and the customer received their merchandise on this date. Our
records also show that the customer accepted a compensation offer from us that
has been fully processed.
At this time we consider this concern closed as
resolved and assure our customer that it was never our intention to let them
down.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
DC
Complaint: [redacted]
Complaint ID [redacted] which was submitted and is in the "assumed resolved" status has not been resolved. A Corporate Liaison for Bob's had been in touch with me and even confirmed a scheduled delivery for today, June 14. I received multiple voicemails from this business yesterday confirming the desk would be delivered, it was on the truck, times to expect delivery, etc. Today I received a voicemail suggesting the desk is damaged and would not be delivered. As a reminder, this is an item that was purchased well over 2 months ago and has not been delivered. It it needed to fulfill a work from home obligation, which began on 6/9. I still have no office space to work with and Bob's has done absolutely nothing to make this right.
Upon delivery, I want a full refund for the great inconvenience this company has caused and for the work I have lost as a result.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on my apologies again to this customer for the
lack of follow up and customer care applied to her account. I am also very
sorry I had to ask for more information in order to assist. Our intention was
never to cause our customer any stress during the purchase of her new
merchandise. Our records indicate that this customer took successful delivery
of the following items:
-Dining room set ($599.00)
- Sectional ($999.00)
-Rustic Wine Rack ($399.00)
The pricing of the items listed above is equal to $1997.00.
The delivery fee that is associated with this price point and amount of merchandise
is $199.99. This customer’s original sales invoice depicts that she was charged
$229.99 for a delivery fee, as the bed was never delivered I do agree that the
customer is owed the difference between the two delivery fee pricing points
which is $30.00.
As a form of further apology for the stress we caused this
customer Bobs Discount Furniture will provide a refund of an additional $50.00
to this customer’s original method of payment. The total and final offer for
compensation that we can make is $80.00.
Please know that refunding monies to a customer as a form of
apology is our extreme effort to apply courtesy and care for our failures
because this offer is above and beyond our normal operating procedures. If our
customer is accepting of this offer please ask her to close this claim as
satisfactory; I will process the paperwork on the same day and ask that our
Bobs retail location reach out to her to verify the full credit card number
used on her original sale in order to completely process the payment.
Thank you,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please advise how I am to proceed - will the store contact me or can I just go to the store and bring the message from them?
Thank you very much.
Sincerely,
[redacted]
Good Morning Revdex.com,...
We apologize that our customer’s
property was damaged at all during the delivery process.
Following our normal successful
procedures for claims of this nature, we sent the customer’s claim directly to
the trucking company accused of the damages for response/resolution.
I have reached out to this third
party provider today and received the following response in reference to status
of this claim:
“Per: [redacted] [redacted]”:
“The claim is in the process of
closing out. The customer should be getting a check in the mail for the
damages. He has not submitted any estimate or photos although we had asked. He
has only advised he will take $100 to settle, which we agreed to”.
At this time we stand behind the
information our partner has indicated and believe the claim is being addressed
with out customer as it should be.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.
I purchased a bed and mattress with the full set of protective covers for the mattress, totaling 1,506.56 this is a Xmas gift for my son (only gift he was receiving for Xmas) delivery date was December 24, 2015 needless to say the driver showed up ( on time) but told me the frame was damaged and would have to reschedule for another day for delivery.
So not only did my son not get his bed he now don't have anything for Xmas and nothing to sleep on because he threw the old stuff out and totally emptied his Room to make it easier for the delivery guys to set up. As a single mother I'm just heartbroken and wanted to thank Bob personally for making this the worst Xmas for my son.
Don't know why they would even make the driver drive to show a customer a broken piece instead of having it replaced and making the delivery on time, the box was clearly opened and you could see it was damaged why not call?
I also think if you make an appointment and a piece is damaged I should not have to wait for the next available delivery date (5days away) why should my son suffer and sleep on the floor, you should be doing everything in your power to make me happy and have it the next day I'm sure it could be squeezed in you would just have to pay you delivery people overtime! Just really disappointed and I will probably never order or have anything good to say to friends and family about Bobs!
Complaint: [redacted]
I am rejecting this response because:
I do not want a gift card to come shop at a store where I have been treated with so much disrespect and unprofessionalism. At this point I do not want to go back into the store. I had to argue with an employee for a half hour to even be able to talk to manager. My furniture was delivered to my houses with scratches all over it and all you want to do is give me a gift card after all the money I spent and aggravation I had to go through. I was told over the phone the reason I couldn't be refunded delivery was because delivery and goof proof was all one fee that was yet another lie that I was told because my bill says something different. This was the worst experience I have ever had dealing with a store. I work in customer service and when you have a problem with a customer as a employee you cannot tell a customer that they are not right. You need to get a manager to solve the problem. I'm not satisfied at all.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">I spoke with Mrs. [redacted] yesterday (11.18.2014) via phone. We
apologize for any and all inconveniences we have caused during the multiple
delivery attempts Mr. and Mrs. [redacted] have endured. Mrs. [redacted] has my direct
phone number and I have made agreements to follow up directly with her after
her upcoming delivery on 11.21.2014.
Thank You,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
There were no reports made of concern to Bobs Discount
Furniture within the factory guarantee period. The evidence shows an overwhelming
amount of accumulated damages present to this merchandise. The amount of damage
that exists combined with the fact that it continued to occur while being
unreported validates one reason for coverage denial. The protection plan that was purchased, as it
is named Goof Proof, is designed to cover incidents of damage that occur from
accidents. Bobs Discount Furniture is proud to offer our customers the best
quality merchandise at the best price point possible and we do apologize that
this furniture has not met [redacted]’s view of value.
As a consumer I know that a time of purchase is an exciting
time and it is easy for information to be misinterpreted or even explained to
me in general terms. I am confident that our sales professionals would never
offer an item to any customer that isn’t worth its price point in value.
As a courtesy, Bobs Discount Furniture has processed the
necessary paperwork to refund the protection plan associated with this
merchandise. The original method of payment on this account was cash so the
customer can expect to receive a check from us within the next 7-14 business
days. The refund has been processed in the amount of $108.11 and the check will
be sent to: [redacted] / [redacted] as
this is the listed account holder/shipping address we have. If the address
needs to be updated the account holder will be expected to visit a Bobs store
with a government issued ID card to make this change. If [redacted] should want
proof of this refund being processed she may visit her store location and ask
for this order number to be printed for her records – Order number: [redacted]
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: The company is not taking responsibility for defective furniture. The technician that was recently at my house did not take any photos of the furniture. The photos that the company is referring to are from the very first time the technician came out to my house. The duct tape was put on the couch because as I have stated before there is something wrong with the springs on the couch....The springs are sinking in when you sit on the couch and one spring popped a tiny whole in the material that sits on top of it and I placed a piece of tape over it so it did not damage the cushions above it.......Again there is something wrong with the workmanship of the furniture, we did not damage our furniture it is the fault of the company and their poor workmanship on building furniture!....I think it is disgusting that a company lacks the wherewithal to put it's customers first and just takes their money and delivers faulty furniture......It apparently is a common practice with this company as Bob's Discount Furniture is no stranger to a tremendous amount of customer dis-satisfaction!!!! and it is further disgusting that they have their sales people swearing up and down and guranteeing that Bob's would fix anything....I asked specific questions to the sales rep. and she guranteed anything will get fixed...Furthermore I am requesting a full rembursement as I am no longer interested in having anymore dealings with this company.
Sincerely,
[redacted]
Good Morning...
[redacted]
We are sincerely sorry that the sleeper ottoman was delivered
damaged twice. The notes from the agent
reflect that you were looking to reselect to something different. If that does not reflect your wishes we are
very sorry. We show that we have already removed the
ottoman from the home so we will grant your request for refund. We can refund
the cost of the ottoman and the Goof Proof protection plan and the taxes, we
are unable to refund the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]. Once the credit card number is entered into
the transactions the refund(s) should process back to you within 5-7 business
days. If you no longer have this card in
your possession please visit the closet store to you with the new credit card
and photo ID for security purposes.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.
By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.
Please confirm that my summation of your terms is correct. Sincerely, [redacted]