Please pass on our
sincerest apologies for any disappointment our customer is experiencing with
their furniture and its wear pattern. We are in no way being dishonest and
there are plenty of channels with public information available to support the
fact that neither a retailer nor a manufacturer in a scenario like this
typically offers recourse. The customer’s merchandise is 100% leather and
any occurrence of fading or peeling is not covered under the manufacturing
warranty as it stems from the environment and usage the item is receiving. I.E
– if the humidity of a person’s residence is low the leather (being that it is
a natural hide) can and will dry out, crack, split, or even begin to peel.
There are several other instances of examples for environmental usage that can
and do cause a true leather product to show early signs of wear and tear.
Please do not assume that I am implying that with certainty I am aware of one
of these examples being the direct contributor to damage with this one
individual however, it is reasonable and appropriate for our business to
consider all possible scenarios when determining what courtesy offer outside
of the warranty may be possible for this situation.
Should the customer wish to provide the information of
who they assert they spoke with ‘as the manufacturer’ for this product I’d
certainly be willing to research their statement to its fullest extent. To the
best of my knowledge the manufacturers (who are commonly overseas) do not speak
with consumers directly and it certainly poses a serious concern for our
company if one of our vendors is implying that we are being untruthful to our
customer.
As a one time extreme
courtesy we will make the offer listed below, should the customer wish to move
forward with this offer they may respond again to this Revdex.com channel as
‘Satisfied’ and we will have our retail location reach out to them shortly
after to ensure they are aware of their store credit being active. Courtesy Offer:
If the
customer would like to reselect to a different set we will provide a credit
(store credit) of 70%. This 70% will be based off of the original cost paid for
the loveseat, sofa, and chair (70% = $1,693.30). In the interest of fairness we
would ask that if the customer wants the new furniture they select to be
delivered they cover the cost of that service as delivering the merchandise has
always been a charge we maintain separate from the cost of our merchandise. As
an additional courtesy we will offer to include ½ the cost paid to us from the [redacted](1/2 =$125.00) in the customer’s store credit offer. We will expect to remove the current
loveseat, sofa, and chair the customer has in the home before or on the same
day the newly selected item is delivered.
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
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-
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
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.
size="3">
We sincerely apologize for the frustration and aggravation our customer
had to endure during this purchase with us. We assure our customer that it was
never our intention to make our customer wait so long for this merchandise and
we absolutely agree that we failed our customer on several occasions with our inability
to effectively communicate and stand up to our promises.
Our records indicate that we did approve a delivery to the
customer at no charge to make our failures right and as of 12.01.2014 our
Customer Care Team sent a refund of $50.00 back to our customer’s financing
account as a further form of apology.
While it is not normal procedure to process any type of monetary
compensation on a sales order we do recognize the level of failures we have
caused and have processed one monetary refund off of this sales order already.
As an additional courtesy and further form of apology we will process another
$50.00 refund back to this customer’s financing account. This additional refund
credit is reflected under order number: [redacted] within
our system and should be present on the customer’s next financing statement as
it may take a full billing cycle for this to appear.
We apologize again to our customer for the time it has taken us to
get their merchandise to them and thank our customer for their extreme patience
with us.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
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.
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
Good Afternoon Revdex.com,
I am so sorry if my first response did not clear up that confusion
as I had intended it to. I apologize for any misunderstanding that was placed
forth by our service technician, however his manager who has over fifteen years
experience in this industry has assured me that this damage is repairable.
We stand behind our technician’s workmanship and are confident
that that quality service we can provide will rectify [redacted]’s concerns. If
the customer prefers we can also offer to order him a brand new inside back
part for his product and once he receives this part we can send out one of our
technicians to complete the installation at no cost to him. The vendor who
makes this product is located overseas and does not have a shipping contact in
the United States, therefore the part could take up to 16 weeks to arrive to
[redacted] and naturally we would like to resolve his concern prior to asking him
to wait such a long period of time for a new part.
[redacted] also has the option to initiate his ‘one time
replacement’ option using his Goof Proof Protection on this specific item. The
plan he purchased allows for unlimited service and parts for five full years or
a one time replacement –paid for in full including delivery fees. Like most
other insurance/protection plans the plan has been fulfilled on an item once it
has been replaced due to the associated cost of replacement being significantly
higher than the price paid for this plan.
Please let me know how [redacted] would like to proceed as we
have three options for resolution available to him now.
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 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.
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-
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 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
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 Morning[redacted],
yes;">
I am very sorry to learn of the dissatisfaction you experienced
while making/waiting on your purchase from us. I
don't blame you for being very upset with us and I know and acknowledge how
unpleasant this entire ordeal has been for you. 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.
Your
comments regarding the service you received by our delivery team, customer care,
and sales office are very important to us. We want customers to love shopping
with Bobs, so your report of a distressing experience with any of our
associates is a serious concern for us. It is inexcusable for anyone to address
our customers deliveries in an impatient way and the lengthily wait you cite to
have endured is certainly our failure as well. We have begun addressing the obvious
coaching concerns you have brought to our attention within our staff and will
take appropriate action.
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.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. It was never our intention to offend you by offering you a
further form of apology after we made your concern right. While we understand
that this is your Bobs experience, we do not continually let our customers down
on the nearly 3,000 deliveries we complete successfully ever day. I do
acknowledge your reasons for canceling your order and I am genuinely sad that
we lost your business due to the inconveniences we caused you.
Please let me know if there is any way you would consider
reinstating your sales order with us and if so, I’d be happy to discuss a
further form of apology that can be accommodated prior to your delivery occurring.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">I have personally contacted [redacted] today (7.21.2015) and sincerely
apologized for the mistake in our advertising as well as the lack of care he received
at our store level when initially reporting this to us. We are very embarrassed
about this error and I have thanked [redacted] for bringing this to our direct attention.
We have pulled the current sales floor line up sheets from all of our retail
locations and begun making the necessary corrections to our communications. We
have made this error right by refunding our customer a fair percentage off the
purchase price paid for this particular model loveseat. As discussed with our
customer, the active warranty protection will remain active for its original
five year term.
We expect our customer to receive the refund check in no
more than 14 business days and the customer has been provided with my direct
telephone number should any follow up to this concern be needed.
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,...
Please pass on our
sincerest apologies for any disappointment our customer is experiencing with
their furniture and its wear pattern. We are in no way being dishonest and
there are plenty of channels with public information available to support the
fact that neither a retailer nor a manufacturer in a scenario like this
typically offers recourse. The customer’s merchandise is 100% leather and
any occurrence of fading or peeling is not covered under the manufacturing
warranty as it stems from the environment and usage the item is receiving. I.E
– if the humidity of a person’s residence is low the leather (being that it is
a natural hide) can and will dry out, crack, split, or even begin to peel.
There are several other instances of examples for environmental usage that can
and do cause a true leather product to show early signs of wear and tear.
Please do not assume that I am implying that with certainty I am aware of one
of these examples being the direct contributor to damage with this one
individual however, it is reasonable and appropriate for our business to
consider all possible scenarios when determining what courtesy offer outside
of the warranty may be possible for this situation.
Should the customer wish to provide the information of
who they assert they spoke with ‘as the manufacturer’ for this product I’d
certainly be willing to research their statement to its fullest extent. To the
best of my knowledge the manufacturers (who are commonly overseas) do not speak
with consumers directly and it certainly poses a serious concern for our
company if one of our vendors is implying that we are being untruthful to our
customer.
As a one time extreme
courtesy we will make the offer listed below, should the customer wish to move
forward with this offer they may respond again to this Revdex.com channel as
‘Satisfied’ and we will have our retail location reach out to them shortly
after to ensure they are aware of their store credit being active. Courtesy Offer:
If the
customer would like to reselect to a different set we will provide a credit
(store credit) of 70%. This 70% will be based off of the original cost paid for
the loveseat, sofa, and chair (70% = $1,693.30). In the interest of fairness we
would ask that if the customer wants the new furniture they select to be
delivered they cover the cost of that service as delivering the merchandise has
always been a charge we maintain separate from the cost of our merchandise. As
an additional courtesy we will offer to include ½ the cost paid to us from the [redacted](1/2 =$125.00) in the customer’s store credit offer. We will expect to remove the current
loveseat, sofa, and chair the customer has in the home before or on the same
day the newly selected item is delivered.
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
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-
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
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,
size="3">
We sincerely apologize for the frustration and aggravation our customer
had to endure during this purchase with us. We assure our customer that it was
never our intention to make our customer wait so long for this merchandise and
we absolutely agree that we failed our customer on several occasions with our inability
to effectively communicate and stand up to our promises.
Our records indicate that we did approve a delivery to the
customer at no charge to make our failures right and as of 12.01.2014 our
Customer Care Team sent a refund of $50.00 back to our customer’s financing
account as a further form of apology.
While it is not normal procedure to process any type of monetary
compensation on a sales order we do recognize the level of failures we have
caused and have processed one monetary refund off of this sales order already.
As an additional courtesy and further form of apology we will process another
$50.00 refund back to this customer’s financing account. This additional refund
credit is reflected under order number: [redacted] within
our system and should be present on the customer’s next financing statement as
it may take a full billing cycle for this to appear.
We apologize again to our customer for the time it has taken us to
get their merchandise to them and thank our customer for their extreme patience
with us.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
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.
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
Good Afternoon Revdex.com,
I am so sorry if my first response did not clear up that confusion
as I had intended it to. I apologize for any misunderstanding that was placed
forth by our service technician, however his manager who has over fifteen years
experience in this industry has assured me that this damage is repairable.
We stand behind our technician’s workmanship and are confident
that that quality service we can provide will rectify [redacted]’s concerns. If
the customer prefers we can also offer to order him a brand new inside back
part for his product and once he receives this part we can send out one of our
technicians to complete the installation at no cost to him. The vendor who
makes this product is located overseas and does not have a shipping contact in
the United States, therefore the part could take up to 16 weeks to arrive to
[redacted] and naturally we would like to resolve his concern prior to asking him
to wait such a long period of time for a new part.
[redacted] also has the option to initiate his ‘one time
replacement’ option using his Goof Proof Protection on this specific item. The
plan he purchased allows for unlimited service and parts for five full years or
a one time replacement –paid for in full including delivery fees. Like most
other insurance/protection plans the plan has been fulfilled on an item once it
has been replaced due to the associated cost of replacement being significantly
higher than the price paid for this plan.
Please let me know how [redacted] would like to proceed as we
have three options for resolution available to him now.
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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
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
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-
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 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
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 Morning[redacted],
yes;">
I am very sorry to learn of the dissatisfaction you experienced
while making/waiting on your purchase from us. I
don't blame you for being very upset with us and I know and acknowledge how
unpleasant this entire ordeal has been for you. 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.
Your
comments regarding the service you received by our delivery team, customer care,
and sales office are very important to us. We want customers to love shopping
with Bobs, so your report of a distressing experience with any of our
associates is a serious concern for us. It is inexcusable for anyone to address
our customers deliveries in an impatient way and the lengthily wait you cite to
have endured is certainly our failure as well. We have begun addressing the obvious
coaching concerns you have brought to our attention within our staff and will
take appropriate action.
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.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. It was never our intention to offend you by offering you a
further form of apology after we made your concern right. While we understand
that this is your Bobs experience, we do not continually let our customers down
on the nearly 3,000 deliveries we complete successfully ever day. I do
acknowledge your reasons for canceling your order and I am genuinely sad that
we lost your business due to the inconveniences we caused you.
Please let me know if there is any way you would consider
reinstating your sales order with us and if so, I’d be happy to discuss a
further form of apology that can be accommodated prior to your delivery occurring.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">I have personally contacted [redacted] today (7.21.2015) and sincerely
apologized for the mistake in our advertising as well as the lack of care he received
at our store level when initially reporting this to us. We are very embarrassed
about this error and I have thanked [redacted] for bringing this to our direct attention.
We have pulled the current sales floor line up sheets from all of our retail
locations and begun making the necessary corrections to our communications. We
have made this error right by refunding our customer a fair percentage off the
purchase price paid for this particular model loveseat. As discussed with our
customer, the active warranty protection will remain active for its original
five year term.
We expect our customer to receive the refund check in no
more than 14 business days and the customer has been provided with my direct
telephone number should any follow up to this concern be needed.
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