Good Afternoon Estelle and Revdex.com,
white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of the end of May.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of 60 days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary. We do always offer parts first, but that is
not the only option available to us.
If you still wait for the part order, we can
offer to compensate you for the length of time you are waiting to have the set
corrected.
I understand if you are unwilling to wait,
we will offer to exchange the chaise. As
this is outside of our normal policy please reply to the Revdex.com mediation site
which option would best suite you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
white; line-height: 15pt;">While we do sympathize with this customer
that waiting on a part order can be unpleasant, it is the only avenue open to
us at this time. This part order was
offered as a customer courtesy.
We offered a service and sent the
technician out free of charge. He found
there was not a manufacturer’s defect.
We explained this to the customer and offered the courtesy part order,
free of charge. The cost of each of the cores
is $50. As this customer was outside of
the 1 year manufacturer’s warranty this cost should have fallen to the
customer, but we covered it.
I understand that the manufacturer did not
complete the part order as we requested.
That is an unfortunate outcome. The
pieces are no longer within warranty; there is nothing else we can offer at
this time. We have placed the new part
order.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
My wife and I purchased a sofa sleeper at Bob's Wilkes-Barre PA location on December 2nd.
James, the salesman, was very professional and helpful with our purchase. When asked about delivery and voiced concern about having an early morning delivery he offered their Breakfast with Bob's feature. We were notified many times as to our scheduled delivery. They arrived on time and Eli and Phillip were extremely professional and courteous and set up and cleaned up within no time.
Good Afternoon Revdex.com-
10pt;">We are sincerely sorry for the way this customer has
described the experience to be. It
appears the store was over confident in their ability to get the delivery added
on. I would like to believe that in
trying to reassure the customer they simply exaggerated the possibility.
Regardless of my sincere belief the store was acting in the best interest of
the customer, we failed. We certainly
can offer compensation based on our failure to make the delivery successful. I would like to offer this customer $125
ECard. If they accept please answer
through the Revdex.com mediation site I will then create the paperwork and the
customer will receive the ECard in 3-5 business days to the email address on
this complaint.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the discoloration
on the chest that caused our customer to send it back with the original
delivery team. We further apologize for the delay in the new shipment we are
waiting on from our overseas vendor. Our records indicate that we are working
directly with this customer at the highest level of Customer Care Management we
have and the chest delivery has been scheduled for Saturday 8.15.2015.
We assure our customer that we want to make our failure
right and that we want to provide her with the showroom quality chest she was
anticipating being delivered in the first place. We understand and agree completely
with our customer’s frustration in us, our customer has been provided with a
direct number for contact regarding this concern and we look forward to being
able to provide our customer the satisfaction she deserves on 8.15.2015.
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 March 2014 and at that time the customer purchased the option of [redacted]
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]. [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.
The damage that this customer has reported has not been
determined to be a manufacturing defect.
The customer did not report any single accident or incident that caused
the damage. There are several ways
damage like this can occur, I don’t wish to speculate on how it was caused,
only to try to resolve this customer’s issue.
This manufacturer no longer makes this bed, so we are not
able to get new rails. We can offer this
customer the options of purchasing a bolt on bedframe which will attach to the
headboard and footboard of the bed. I
created a sale so that I could check cost and availability. The frame is $60. The plates to attach the
frame to the headboard / footboard this customer has are $25 and delivery and
installation are 39.99. In an effort to
make this right I would be will to waive the delivery fee and the cost of the
modi plates. This would leave the cost
of the frame plus tax for the customer, $63.60.
If the customer wishes to proceed they would need to reach out to the
store at ###-###-#### when Bob starts talking hit 1, or go into the store to
make the payment. Everything else is
set.
Please respond through the Revdex.com mediation site if you accept
this offer.
I
am very sorry that you are experiencing such disappointment with you product
and service you have received from us. I understand your frustrations and
assure you that Bobs Discount Furniture works very hard every day to ensure our
cherished customers are satisfied.
After
reviewing your account I feel that it is necessary to offer you resolution for
this concern and I apologize again that you needed to escalate your concern so
highly in order to get it properly recognized. As of recently we stopped
carrying the current table you own due to a decrease in popularity and
projected sales. I have processed a ‘reselection store credit’ for you in our
system. Please feel welcome to visit one of our Bobs showrooms and select
another table that will fit well with your chairs. The total credit is made of
up the full price you paid for your table and the amount of Goof Proof you
purchased on your table. Your original invoice reflects $179.56 paid for the
table and I have added a $39.99 credit for the Goof Proof plan you purchased.
The total amount available for you to reselect with is $239.04. Please use this
credit prior to 4.20.2014 as it will expire after that. In order to provide you
the best care possible we will also cover the cost of delivering your new table
as an apology for the aggravation you have endured with this concern. Please provide
your salesperson this credit number: [redacted] while making the new purchase.
Please
feel free to respond to me through this channel should you have any other
questions or concerns regarding this credit and I do hope that we have met your
request to a satisfactory result.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I will happily send photos. However I do not appreciate your being so crass with me with your "ccustomer moved the furniture 300 miles outside our service area". I have said it 100 times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issue. Covering your tracks with lies as fuel to this fire bobs started. Please pull these phone calls and discontinue the blame game as if it is my fault. I also have 2 witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at all. I "moved 300 miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NY. Please get your facts straight and stop acting as if I have done something wrong. This is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus far. I am also STILL waiting on a call from a manager that I was promised. Per the company's rating, unfortunately this kind of behavior seems to be company standard.
Sincerely,
[redacted]
Good Afternoon [redacted],
size="3">I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] ([redacted] is known as their parent
company) is a third party company and we have, for many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our Ce Technician Departments. The photo review
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning [redacted],
Roman" size="3">
My name is Stephanie G[redacted] and I work for Bobs Discount
Furniture as a Corporate Customer Care Liaison. The Revdex.com is a
valuable media channel for both customers and businesses alike. I am so sorry
that we put you in a position where you felt necessary to escalate your concern
thru this mediation channel, as is this channel remains transparent to the
public for viewing of concern and business response – please consider this your
initial contact from Bobs Discount Furniture Corporate Offices. Should you
prefer a direct communication after
your concern has been closed as resolved you are welcome to email me directly
at [redacted]
.
I further apologize that your order was at all manipulated beyond
a point you cite to have not agreed to. I find it disturbing that your concern
was initially met with any lack of care and I am so thankful that you gave us a
chance to deliver you the new bedding set you initially selected.
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the you wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and respectfully
mention that we have several cash and carry items that can be taken from our showrooms
or pit locations as our free gift of apology with use of a gift card.
I have outlined two compensation offers below for your review:
please respond with which one will suit you best in moving forward.
Option #1:
We will refund ½ of the delivery fee paid to the financing account
used and provide the other ½ in the form of a Bobs Discount Furniture Gift
Card.
Or
Option #2:
We will provide a Bobs Discount Furniture Gift Card for the amount
of the delivery fee paid ($129.99).
Please note: In the event of
acceptance the Bobs Gift Card will be processed and mailed to the account holder at:
[redacted]
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Bobs Furniture's Goof Proof and Warranty are a joke; a SCAM! Sales associates convince the customer to purchase this 5 year warranty, and when a damage arises, your claim is always denied. same as manufacturer warranty. The product is made cheap with cheap materials and claims for damage are also always denied.It seems as though Bobs has trained their representatives to say "no" to every customer complaint or concern. Customer service should be the #1 priority with any business. after spending $99 each on 3 items in my home, I am stuck with 3 damaged items that Bobs refuses to repair. They have lost me as a customer.
We had a few pieces of furniture delivered on 08/31/2016, the pieces delivered included a sofa and a bed for my 7 year old daughter.
The first night my daughter slept in the bed she woke up with about 7 to 8 rashes, we thought it was an allergy until we all started getting the rashes, we went to the Dr and we were told those were bug bites. After several trips to the Dr. and after waking up one day and seeing my daughter was bit on one of her eye lids, I decided to call Bob's customer service to return the furniture.They proceeded to tell me that the furniture came wrapped in plastic from the factory.
I told them that I had done a complete gut renovation on the house and that the bites only started happening after the furniture was delivered.
They refused to help and basically told me that this was their policy and nothing could be done.
I have spent a lot of money throughout the years at Bob's furniture. This is the last time I buy anything from there and I will make sure to tell everyone I know about my negative experience.
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the frustrations caused by the delivery zone and the merchandise having an
unexpected back order date. We certainly take ownership for the unexpected
delay from the manufacturer and genuinely wish we could undo the mistakes that
have occurred during these transactions.
We further apologize for the rude behavior that this
customer asserts to have endured from our Customer Care Staff and have begun
researching our recording so that we can properly address the obvious coaching
concern this customer has brought to our attention.
Our records Indicate that we were able to accommodate a
delivery zone exception in an effort to make it right by our customer and
successfully delivered the remaining merchandise as of 3.28.2015 (Sat).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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]
Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied. We offered her a very large concession to
keep as a refund to her credit card, which she accepted but has not called the
store with the card to process. Until
she reaches out with the credit card used on the original order [redacted] the
refund can not be processed.
We offered her additional compensation as a Bob’s
credit. The is normally the only
compensation offered. In this customer’s
case we did go outside our normal procedure.
We are very sorry if she is not satisfied with the amount of
compensation. This is the only offer we
are able to make.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the poor
experience our customer outlines to have endured with us. We completely understand
our customer’s aggravation and in direct relation to our understanding of this,
the customer’s account reflects the completion of a settlement agreement that
both the customer and our company established directly to resolve this claim
(6.30.2015). We apologize to our customer again for any inconvenience the
merchandise or the terms of our protection plan caused them and consider this
concern resolved at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We are sorry that our customer is experiencing any disappointment
with the living room furniture or their warranty protection thru Bobs Discount
Furniture/Guardian.
I have included a copy of the report we logged from the
customer and the report we logged from our technician. It is clear that the
technician most likely did not attempt to repair the merchandise due to the
extreme damage that was present.
Customer’s Report to Us:
Date of Delivery: 10/19/13
Sofa/ both arm rests sunk
in
Ottoman/ leg came off
Chair/ RSF arm rest/ sunk
in
Above Comments Added By [redacted]
On 07/24/2015 at 10:49
Tech’s Report to
Us:
Spoke with tech [redacted]
12:25-12:37, long wait
time
Sofa, three seat cushion
springs are out of shape, Right Side Facing arm top is broken in half
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Ottoman, leg is broken in
half, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Chair, Left Side Facing
arm, broken in half on the top, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Above Comments Added By [redacted]
On 08/01/2015 at 13:32
Regretfully there is no manufacturer defect that would cause
this much accumulated damage and the customer’s protection plan thru Guardian covers
accidental occurrences. The terms and conditions of this protection plan
indicate that an accidental occurrence must be reported within 30 days of the
damage occurring in order to qualify for coverage.
I have included the terms and conditions page that indicates
this for Revdex.com’s review. I am not able to locate what type of accidental occurrence
the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as
they are a separate company. Please ask the customer to disclose what type of
accidental occurrence (for each item) occurred to cause the damage present and
to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/Chair. We
apologize we are unable to locate the photos our technician took in our library
and want to ensure we are reviewing the customer’s concern in the fairest
manner possible.
We will review the customer’s report upon receiving the
response/photos and advise if we are able to offer any further assistance on
these concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
face="Times New Roman">
I have just called this customer and left a message on
the machine connected with the phone number [redacted] posted. Please note this
consumer’s association with Revdex.com claim #: [redacted]s I am trying to avoid not
receiving a consumer response again.
There are several different concerns posted within
this complaint and most of them require more information from the customer so
that I can confirm their accuracy as well as address them with the appropriate
departments if deemed necessary.
I have provided [redacted] with my direct telephone number
via my message and am currently awaiting her return phone call.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to
rectify the situation and reach a satisfactory outcome. It appears we are waiting on a third party to
inspect the home and the piece.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
size=3>
I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture.
We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers.
At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Estelle and Revdex.com,
white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of the end of May.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of 60 days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary. We do always offer parts first, but that is
not the only option available to us.
If you still wait for the part order, we can
offer to compensate you for the length of time you are waiting to have the set
corrected.
I understand if you are unwilling to wait,
we will offer to exchange the chaise. As
this is outside of our normal policy please reply to the Revdex.com mediation site
which option would best suite you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
white; line-height: 15pt;">While we do sympathize with this customer
that waiting on a part order can be unpleasant, it is the only avenue open to
us at this time. This part order was
offered as a customer courtesy.
We offered a service and sent the
technician out free of charge. He found
there was not a manufacturer’s defect.
We explained this to the customer and offered the courtesy part order,
free of charge. The cost of each of the cores
is $50. As this customer was outside of
the 1 year manufacturer’s warranty this cost should have fallen to the
customer, but we covered it.
I understand that the manufacturer did not
complete the part order as we requested.
That is an unfortunate outcome. The
pieces are no longer within warranty; there is nothing else we can offer at
this time. We have placed the new part
order.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
My wife and I purchased a sofa sleeper at Bob's Wilkes-Barre PA location on December 2nd.
James, the salesman, was very professional and helpful with our purchase. When asked about delivery and voiced concern about having an early morning delivery he offered their Breakfast with Bob's feature. We were notified many times as to our scheduled delivery. They arrived on time and Eli and Phillip were extremely professional and courteous and set up and cleaned up within no time.
Good Afternoon Revdex.com-
10pt;">We are sincerely sorry for the way this customer has
described the experience to be. It
appears the store was over confident in their ability to get the delivery added
on. I would like to believe that in
trying to reassure the customer they simply exaggerated the possibility.
Regardless of my sincere belief the store was acting in the best interest of
the customer, we failed. We certainly
can offer compensation based on our failure to make the delivery successful. I would like to offer this customer $125
ECard. If they accept please answer
through the Revdex.com mediation site I will then create the paperwork and the
customer will receive the ECard in 3-5 business days to the email address on
this complaint.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the discoloration
on the chest that caused our customer to send it back with the original
delivery team. We further apologize for the delay in the new shipment we are
waiting on from our overseas vendor. Our records indicate that we are working
directly with this customer at the highest level of Customer Care Management we
have and the chest delivery has been scheduled for Saturday 8.15.2015.
We assure our customer that we want to make our failure
right and that we want to provide her with the showroom quality chest she was
anticipating being delivered in the first place. We understand and agree completely
with our customer’s frustration in us, our customer has been provided with a
direct number for contact regarding this concern and we look forward to being
able to provide our customer the satisfaction she deserves on 8.15.2015.
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 March 2014 and at that time the customer purchased the option of [redacted]
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]. [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.
The damage that this customer has reported has not been
determined to be a manufacturing defect.
The customer did not report any single accident or incident that caused
the damage. There are several ways
damage like this can occur, I don’t wish to speculate on how it was caused,
only to try to resolve this customer’s issue.
This manufacturer no longer makes this bed, so we are not
able to get new rails. We can offer this
customer the options of purchasing a bolt on bedframe which will attach to the
headboard and footboard of the bed. I
created a sale so that I could check cost and availability. The frame is $60. The plates to attach the
frame to the headboard / footboard this customer has are $25 and delivery and
installation are 39.99. In an effort to
make this right I would be will to waive the delivery fee and the cost of the
modi plates. This would leave the cost
of the frame plus tax for the customer, $63.60.
If the customer wishes to proceed they would need to reach out to the
store at ###-###-#### when Bob starts talking hit 1, or go into the store to
make the payment. Everything else is
set.
Please respond through the Revdex.com mediation site if you accept
this offer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon [redacted],
I
am very sorry that you are experiencing such disappointment with you product
and service you have received from us. I understand your frustrations and
assure you that Bobs Discount Furniture works very hard every day to ensure our
cherished customers are satisfied.
After
reviewing your account I feel that it is necessary to offer you resolution for
this concern and I apologize again that you needed to escalate your concern so
highly in order to get it properly recognized. As of recently we stopped
carrying the current table you own due to a decrease in popularity and
projected sales. I have processed a ‘reselection store credit’ for you in our
system. Please feel welcome to visit one of our Bobs showrooms and select
another table that will fit well with your chairs. The total credit is made of
up the full price you paid for your table and the amount of Goof Proof you
purchased on your table. Your original invoice reflects $179.56 paid for the
table and I have added a $39.99 credit for the Goof Proof plan you purchased.
The total amount available for you to reselect with is $239.04. Please use this
credit prior to 4.20.2014 as it will expire after that. In order to provide you
the best care possible we will also cover the cost of delivering your new table
as an apology for the aggravation you have endured with this concern. Please provide
your salesperson this credit number: [redacted] while making the new purchase.
Please
feel free to respond to me through this channel should you have any other
questions or concerns regarding this credit and I do hope that we have met your
request to a satisfactory result.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
s fuel to this fire bobs started. Please pull these phone calls and discontinue the blame game as if it is my fault. I also have 2 witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at all. I "moved 300 miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NY. Please get your facts straight and stop acting as if I have done something wrong. This is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus far. I am also STILL waiting on a call from a manager that I was promised. Per the company's rating, unfortunately this kind of behavior seems to be company standard.
I am rejecting this response because:
I will happily send photos. However I do not appreciate your being so crass with me with your "ccustomer moved the furniture 300 miles outside our service area". I have said it 100 times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issue. Covering your tracks with lies a
Sincerely,
[redacted]
Good Afternoon [redacted],
e Technician Departments. The photo review
size="3">I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] ([redacted] is known as their parent
company) is a third party company and we have, for many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our C
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning [redacted],
Roman" size="3">
My name is Stephanie G[redacted] and I work for Bobs Discount
Furniture as a Corporate Customer Care Liaison. The Revdex.com is a
valuable media channel for both customers and businesses alike. I am so sorry
that we put you in a position where you felt necessary to escalate your concern
thru this mediation channel, as is this channel remains transparent to the
public for viewing of concern and business response – please consider this your
initial contact from Bobs Discount Furniture Corporate Offices. Should you
prefer a direct communication after
your concern has been closed as resolved you are welcome to email me directly
at [redacted]
.
I further apologize that your order was at all manipulated beyond
a point you cite to have not agreed to. I find it disturbing that your concern
was initially met with any lack of care and I am so thankful that you gave us a
chance to deliver you the new bedding set you initially selected.
Normally we offer any type of additional apology in the form of a
Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the you wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and respectfully
mention that we have several cash and carry items that can be taken from our showrooms
or pit locations as our free gift of apology with use of a gift card.
I have outlined two compensation offers below for your review:
please respond with which one will suit you best in moving forward.
Option #1:
We will refund ½ of the delivery fee paid to the financing account
used and provide the other ½ in the form of a Bobs Discount Furniture Gift
Card.
Or
Option #2:
We will provide a Bobs Discount Furniture Gift Card for the amount
of the delivery fee paid ($129.99).
Please note: In the event of
acceptance the Bobs Gift Card will be processed and mailed to the account holder at:
[redacted]
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Bobs Furniture's Goof Proof and Warranty are a joke; a SCAM! Sales associates convince the customer to purchase this 5 year warranty, and when a damage arises, your claim is always denied. same as manufacturer warranty. The product is made cheap with cheap materials and claims for damage are also always denied.It seems as though Bobs has trained their representatives to say "no" to every customer complaint or concern. Customer service should be the #1 priority with any business. after spending $99 each on 3 items in my home, I am stuck with 3 damaged items that Bobs refuses to repair. They have lost me as a customer.
We had a few pieces of furniture delivered on 08/31/2016, the pieces delivered included a sofa and a bed for my 7 year old daughter.
The first night my daughter slept in the bed she woke up with about 7 to 8 rashes, we thought it was an allergy until we all started getting the rashes, we went to the Dr and we were told those were bug bites. After several trips to the Dr. and after waking up one day and seeing my daughter was bit on one of her eye lids, I decided to call Bob's customer service to return the furniture.They proceeded to tell me that the furniture came wrapped in plastic from the factory.
I told them that I had done a complete gut renovation on the house and that the bites only started happening after the furniture was delivered.
They refused to help and basically told me that this was their policy and nothing could be done.
I have spent a lot of money throughout the years at Bob's furniture. This is the last time I buy anything from there and I will make sure to tell everyone I know about my negative experience.
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the frustrations caused by the delivery zone and the merchandise having an
unexpected back order date. We certainly take ownership for the unexpected
delay from the manufacturer and genuinely wish we could undo the mistakes that
have occurred during these transactions.
We further apologize for the rude behavior that this
customer asserts to have endured from our Customer Care Staff and have begun
researching our recording so that we can properly address the obvious coaching
concern this customer has brought to our attention.
Our records Indicate that we were able to accommodate a
delivery zone exception in an effort to make it right by our customer and
successfully delivered the remaining merchandise as of 3.28.2015 (Sat).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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]
Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied. We offered her a very large concession to
keep as a refund to her credit card, which she accepted but has not called the
store with the card to process. Until
she reaches out with the credit card used on the original order [redacted] the
refund can not be processed.
We offered her additional compensation as a Bob’s
credit. The is normally the only
compensation offered. In this customer’s
case we did go outside our normal procedure.
We are very sorry if she is not satisfied with the amount of
compensation. This is the only offer we
are able to make.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the poor
experience our customer outlines to have endured with us. We completely understand
our customer’s aggravation and in direct relation to our understanding of this,
the customer’s account reflects the completion of a settlement agreement that
both the customer and our company established directly to resolve this claim
(6.30.2015). We apologize to our customer again for any inconvenience the
merchandise or the terms of our protection plan caused them and consider this
concern resolved at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We are sorry that our customer is experiencing any disappointment
with the living room furniture or their warranty protection thru Bobs Discount
Furniture/Guardian.
I have included a copy of the report we logged from the
customer and the report we logged from our technician. It is clear that the
technician most likely did not attempt to repair the merchandise due to the
extreme damage that was present.
Customer’s Report to Us:
Date of Delivery: 10/19/13
Sofa/ both arm rests sunk
in
Ottoman/ leg came off
Chair/ RSF arm rest/ sunk
in
Above Comments Added By [redacted]
On 07/24/2015 at 10:49
Tech’s Report to
Us:
Spoke with tech [redacted]
12:25-12:37, long wait
time
Sofa, three seat cushion
springs are out of shape, Right Side Facing arm top is broken in half
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Ottoman, leg is broken in
half, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Chair, Left Side Facing
arm, broken in half on the top, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Above Comments Added By [redacted]
On 08/01/2015 at 13:32
Regretfully there is no manufacturer defect that would cause
this much accumulated damage and the customer’s protection plan thru Guardian covers
accidental occurrences. The terms and conditions of this protection plan
indicate that an accidental occurrence must be reported within 30 days of the
damage occurring in order to qualify for coverage.
I have included the terms and conditions page that indicates
this for Revdex.com’s review. I am not able to locate what type of accidental occurrence
the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as
they are a separate company. Please ask the customer to disclose what type of
accidental occurrence (for each item) occurred to cause the damage present and
to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/Chair. We
apologize we are unable to locate the photos our technician took in our library
and want to ensure we are reviewing the customer’s concern in the fairest
manner possible.
We will review the customer’s report upon receiving the
response/photos and advise if we are able to offer any further assistance on
these concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Times New Roman">
I have just called this customer and left a message on
the machine connected with the phone number [redacted] posted. Please note this
consumer’s association with Revdex.com claim #: [redacted]s I am trying to avoid not
receiving a consumer response again.
There are several different concerns posted within
this complaint and most of them require more information from the customer so
that I can confirm their accuracy as well as address them with the appropriate
departments if deemed necessary.
I have provided [redacted] with my direct telephone number
via my message and am currently awaiting her return phone call.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to
rectify the situation and reach a satisfactory outcome. It appears we are waiting on a third party to
inspect the home and the piece.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size=3>
I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture.
We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers.
At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison