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="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
size="3">
Please know that this is a duplicate complaint to complaint
number: [redacted] (filed in December of 2014 and closed as ‘Assumed Resolved’).
We are still very sorry for any inconvenience and unnecessary frustrations
this product has caused our customer to feel and are still offering to replace
this merchandise just as we were in our original response to this claim in
December of 2014.
Our records indicate no upcoming service appointment for this
customer, the last visit to the home was made on 3.14.2015 and our service
technician logged removing staples from the sofa and adding stitching to the
loveseat. We confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer
since.
I have included our original response below as again we have an
option available for the customer should they seek a replacement instead of
waiting on parts to come in. We have been making this offer since December of
2014 and the consumer has chosen not to initiate it.
Response sent to Revdex.com on Wednesday, December 10, 2014:
Good Afternoon Revdex.com,
Please pass on my apologies to our customer for the
disappointment he is currently experiencing with his product.
The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he
purchased from us. The Goof Proof Plus Plan allows for five years of unlimited
parts and service or a one time replacement outside of owning the merchandise
for a period of one year. The customer no longer has Goof Proof Plus Protection
on the recliner due to the Goof Proof Plus agreement of one time replacement
being fulfilled on the recliner.
Our records indicate that the other living room items were delivered to the
customer on 04/05/2013 and his report of concern came to us on 11/04/2014. At
this time the customer was past one year of ownership therefore we start
offering protection under the Goof Proof Plus Plan the customer purchased for
such occurrences. Should the customer wish to use up his one time replacement
option for an even exchange (like he did on the recliner) on the sofa and the
loveseat that is certainly his right. We always recommended parts and service
as the best route for resolution since this avenue keeps the protection plan
active on the merchandise. We apologize that there is a delay in container
shipment from the overseas vendor and if we could get the parts any sooner we
most certainly would.
Should the customer be unable to wait for the replacement parts to come in he
may contact our Customer Care Offices ([redacted] –Mon-Sat/ 6:30am to
8:00pm) and initiate his one time replacement option under the Goof Proof Plus
Plan that remains active on this sofa and loveseat.
The five year protection plan is an option on all purchases and not a
requirement. The customer is not being forced into “re-purchasing” it on his
newly delivered items should he decide that a replacement of furniture suits
his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on merchandise
that retailed for $1,097.00 we do believe it is obvious as to why a replacement
of an item (including the cost of delivery) fulfills the contract of the plan.
We stand behind the value of our Goof Proof Plus Protection Plan and its option
for a one time replacement only.
Kindest
Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
I apologize that your original bed was delivered and
built with a factory defect. I further apologize that in our quest to make this
defective product failure right by you, you have been enduring such a poor
delivery/service experience. Bobs Discount Furniture truly appreciates our
customer’s business and ensuring our customer’s satisfaction. I assure you that
Bobs Discount Furniture cares very much for this concern and our intention was
never to create continued inconvenience for you or your wife during this Bobs experience.
Bob’s prides itself on providing our customer
quality service and the best value product for the price. Our primary focus is
on ‘Making It Right’ so that our customer is satisfied with the product that
they have purchased from us. While we pride ourselves on making our failures
right by our customers, we do recognize that we have failed you and that you
have not received the typical satisfactory Bobs experience overall. While it is
not normal procedure to do so we can approve processing a monetary refund of
$100.00 to your original method of payment. We can provide you with the
remaining $50.00 (of your delivery fee) in the form of a Bobs Discount
Furniture Gift Card. We sincerely want to earn your trust back in our business
and providing you with the opportunity to receive a valuable cash and carry
item or a $50.00 discount off of a future purchase is an offer that we make out
of extreme apology. Regretfully we are unable to offer you a discount on the
current mattress and foundation you have. Your records show no indication of a report
of ‘scratches’ and how these may have occurred as a result of our fault. This
mattress and foundation have been in your possession since 07/31/2014 and we
cannot take responsibility for a damage you allege occurred from our employees
without a detailed report being made to us on the date of occurrence. If you
can provide pictures and evidence indicating how we are at fault for these
‘scratches’ I can look into pursuing this further on your behalf. Further discounting
Product affects your warranty status through the bedding manufacturer directly
(not Bobs) as well and we do not find it to be a good and caring decision to
void out a customer’s 18 year non prorated warranty status simply to provide
them with a monetary amount they determine fit.
Again I apologize to you that you found our initial
offers of further apology unsatisfactory. Please let me know through this Revdex.com
channel if you would like to accept our final offer of compensation. If so I
will process the necessary documents and have our retail location reach out to
you to complete the $100.00 refund. The $50.00 Bobs Discount Furniture Gift
Card can be mailed to your residence or processed electronically onto your cr account that already exists within our records.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer Care
Corporate Liaison
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
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.
Beware !!!! furniture is cheap poor quality and will not last, that is why they push to sell you a warranty from another co who will make excuses not to pay a claim. Spend a little more and buy quality furniture from a co that stands behind what they sell.Bob's want's to sell you this useless warranty so you will feel good with your purchase, don't be fooled.
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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]
Revdex.com-
We are very sorry for the multiple deliveries and miss-communication
that this customer has had to endure. We
absolutely recognize that there have been failures on our part. We would like to offer this customer a refund
of the delivery fee as a token of apology. We are very sorry for the inconveniences our
errors have caused.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the credit card
number is entered into the transactions the refund(s) should process back to
you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: 61792454
At
that point they will take the credit card information to complete the
processing.
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
I certainly
can’t say that I at all blame our customer for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I acknowledge how unpleasant this entire
ordeal has been for our customer and while I know this is their Bobs experience
I assure our customer that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
I further
apologize for any confusion the customer was met with regarding our refund
policy. Our refund policy is presented to all customers at the time of sale and
commonly signed by the purchaser as agreed to (in this case the purchaser reads
as ‘[redacted]’).
The
customer entered into several agreements for compensation with us directly
which I believe has brought resolution to their concerns within this posting.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted]).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and reason
for denial that was provided by the [redacted] company. The customer reported to [redacted] “Cust states her kids were
playing with something like a toy or fork not totally sure” The
attached photos clearly show this could not have occurred with a fork or child’s
toy.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Absolutely positvely horrible horrible experience would never recommend this store regarding delivery and the scam Finance company operation they have going pretty IRONIC they call it bobs discount. Way overcharged me on the merchandise then grew the [redacted] to ask for more. See my attorney tomorrow. Legal matter now. [redacted] dissatisfied Customer
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer and
her granddaughter. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after the completion of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for an apology in the form of
a refund and offer to refund ½ of the delivery fee paid to us ($115.00) to the
customer’s original method of payment. Please advise our customer to please
respond via this mediation channel as ‘Satisfied’ should they wish to accept
our offer. We can process the paperwork
necessary after receiving this response and reach out to our customer via
telephone to get this refund fully processed.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
To whom it may concern:
First let me say I found your 3 names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture. I pulled Bob, Gene and Edmond from Wikipedia.
I cannot believe that it has come to me writing this e-mail but here goes. I attended the Grand Opening sale of the Harrisburg, PA store. Very nice facility. The salesman I was working with was brought in from another store to assist for the day.
I ordered an entire house full of furniture.
• [redacted] Recliner Sofa and Love Seat
• [redacted] Coffee Table Set (3 pcs)
• [redacted] Dining Room Pub Table with 6 black leather chairs
• [redacted] Server
• [redacted] 8 Piece Queen Bedroom Set
• [redacted] Queen Mattress and [redacted] (2 pc)
• Set of 2 [redacted] Lamps
• [redacted] 48” TV Wall Unit
I was provided a 4 hour window for delivery. The delivery was late. When the delivery men arrived they were very professional and apologetic for being late and told me I was their 5 delivery of the day and that there were issues with the prior 4 deliveries.
As they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginning.
1. They unloaded the Dining Room Chairs. They showed up with 5 chairs. I ordered 6. The chairs were standard dining chairs and I ordered Pub chairs.
2. They unloaded the Dining Room Table. I should say glass top. They could not find the base for the table in the truck.
3. They unloaded the [redacted] server and again could not find the base.
All pieces were loaded back into the truck.
4. They unloaded the Bedroom furniture. With the Bed being first. As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it. Sure enough it was cracked on the top right side. In addition there were multiple scratches along the footboard and the one rail board was splintered.
So, he took the bed apart and reloaded it on the truck.
5. Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days. So, imagine my surprise when the dresser with the mirror was on the truck and it was damaged.
Why in the world would they call me and tell me it was damaged and still load it on the truck?
6. They began putting together the [redacted] end tables. First one went smooth, Second table was a disaster. As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out. He was not able to put the 2nd table together.
So, he loaded the end tables back on the truck
7. He then began putting the Cocktail table together. Yet another disaster. They were two different size legs. By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse. Picture is attached for your viewing pleasure.
So, he loaded the cocktail table back on the truck. And I said you might as well take the lights back because what good are the lights to me with no tables to put on them.
8. The last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat. By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket. Plenty of witnesses…just ask your delivery men. I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them over.
9. Then I was told the TV Wall Unit was not on the truck. It didn’t make the shipment cut-off to get loaded onto the truck. What kinds of [redacted] is that?
All in all of the 24 pieces of furniture delivered to my home that day 22 of them (yes 22) had to be put back on the truck due to one issue or another. Oh, and did I mention the delivery men were on hold for more than 30 minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back 22 of the 24 pieces. And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well. Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do that.
Later that evening I received an automated phone call asking me to do a survey regarding customer service. Are you kidding me. I just hung up.
The following day was a Sunday and I went back to the store. I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having 5 bleeding ulcers repaired and a hiatal hernia repaired. I spent over 5 hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections. After a few hours I finally decided on new merchandise.
They were having a total nightmare with the paper work. And after 5 hours of me standing there, with a belly full of 112 stitches from my recent surgery, they finally said I could go and they would figure it out. After they gave me a new delivery date of September 21st. . Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they could.
OH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paid.
So, here it is Monday, September 21st and I did not get my promised call the night before to give me my 4 hour window of when the furniture would be delivered. So, I started calling the customer cr at 6:30 a.m. I finally reached Maria around 8:10 a.m. who informed me I was not receiving a delivery today.
When I asked her why she said because the invoice showed I owed the store money. WRONG. The store owes me money. Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it. Which showed money owed so the delivery was not scheduled. She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $10 and change….made no sense at all. Then they said their supervisor of Customer Care named Dan would call me. I still have not received a call from Dan. Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck. I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person. SAD
If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you. This has been one the worst customer service experience in the history of customer service.
I have to move into my new place Oct 1st and right now I have no furniture. And I was told today that even if they can get the accounting team to do their job it would still take 3 days to get my ordered pulled and loaded onto a truck and the soonest delivery would be Friday.
So, my question is this. Is this the Bob’s Furniture way? How would Robert K[redacted], Gene R[redacted] or E[redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
My wife and I are shopping for a dining room set on a budget. We saw something we are interested in at a Bobs store a few weeks ago. I looked at purchasing it online today and was surprised to learn of a 129 dollar delivery fee. I was happy to learn that we could avoid that by picking it up at a local store. So I called the Bob's store in Bridgeport to order. I was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways away. The site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the list.
I called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery fee. I asked for an adjustment in the delivery fee because the site is misleading.
The customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchases. I guess they don't need me as a customer :)
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Please pass on our sincerest apologies for the frustrations the
damaged product and multiple deliveries has caused our customers. It is never
our intention to fail our customers and we assure our customer that we want to
earn their trust back in our business. Our ability to take ownership for our
mistakes and make it right by our customers has helped us grow to be the 15th
largest furniture store in the U.S.
This customer’s account reflects that we are scheduled to
re-deliver a factory fresh model of the Power Sofa on 4.08.2015. 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. As the retailer
we have taken full responsibility for the damages that may have occurred at the
factory overseas or during the extensive transit the merchandise endures prior
to arriving to our customer. After we have made the concerns right we are happy
to discuss providing a further form of our apology to our customer for the
inconvenience and aggravation our failures have caused.
While it is not normal procedure to do so, we do acknowledge why
this individual customer is seeking a refund at this time and truly wish to
satisfy our customer’s demands; working above and beyond whenever we can.
I have notated the customer’s account that should the delivery on 4.08.2015 fail for any reason (that
is our fault) leaving the customer still
unsatisfied then a removal of the
furniture for a refund to the original method of payment is approved.
We do ask that the customer provide us with the opportunity to satisfy their furniture
needs on 4.08.2015 because while it seems like an easy fix, removing furniture
for a refund takes much more time than most customers realize, ultimately leaving
the consumer with no furniture and no refund for an extended period of time.
The make up of our inventory and accounting system does not allow for any
refund to be released back to an original method of payment until the returning
merchandise has been fully checked into one of our distribution centers. This process
can take a couple days after the pick up actually occurs and the replenishment
of funds back to a credit card takes more time for the fact that we release the
money and then the bank the credit card is thru must allocate the funds and
make them available to the customer again.
We sincerely wish to avoid any future occurrences of failing our
customer and look forward to delivering their working, showroom condition,
power sofa on 4.08.2015.
As the property claim is
being handled by the trucking company that caused the damages, this customer
can expect follow up from that third party and not Bobs Discount Furniture
directly. Per our contractual agreements with this trucking company they are
owed a fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
For the customer’s records their claim for property damage is
being directly handled by the following third party:
[redacted] – Main number: [redacted] or Amber (the claim’s
representative) can be reached at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear [redacted],Thank you for choosing Bob's Discount Furniture. I am excited to inform you that Guardian (goof proof) has approved your claim for a replacement sofa! There is currently a store credit on your account in the amount of $434.41. You may use this store credit toward...
the purchase of any item in our store and you may either keep the sofa you currently have or we can pick it up at no charge. There will be no charge for delivery of the newly selected item however, you must use the credit by August 20, 2015. When visiting the store, please reference [redacted]Both Bob's Discount Furniture and Guardian Furniture Protection appreciates your business. For further assistance please contact our customer care center at [redacted] or Guardian [redacted].Thank you,[redacted]
Good Afternoon Revdex.com,
face="Calibri">We apologize
to the customer for any inconveniences that have been caused as a result of her
not being able to accept the delivery on 12.30.2014. While we certainly empathize
with this customer’s frustrations per our records we have caused no direct
failure to our client.
A time frame
of 4:00pm -6:00pm would not make sense for several reasons. We provide an
estimated three (3) hour window for any scheduled furniture delivery and our
delivery teams start making stops at approximately 6:30am (in most states we
are not permitted by law to have a driver scheduled on the road for a period of
11- 12 hours).
Our
automated system’s records show a time frame of 9:00am -12:00pm being delivered
to phone number: ###-###-#### in
reference to this scheduled delivery for 12.30.2014.
Bobs
Discount Furniture cares very much to satisfy our customers and we continually
seek to make any failure we may be responsible for right by our customer. I
have performed extensive research on this account and come to the conclusion
that the estimated time window provided to this customer was confirmed as
9:00am – 12:00pm. If the customer can provide a transcript along with date and
time information I will be happy to perform further research along with my IT department
to determine the origin of the alleged voicemail she asserts to have.
Our records
further indicate that our delivery team tried with every capability to make
this delivery on 12.30.2014. The delivery team told us that they went to the
rental office and asked if anyone from that office would let them into the
residence and supervise their delivery, they were turned away. They also
offered to leave the merchandise with the rental office prior to leaving and
were again told this was not an option. We are just as disappointed as our
customer is that we were unable to complete the original scheduled delivery.
At this time
we will not be making an offer of monetary apology as we believe to have
honored all agreements made with our customer. Should the customer wish to
provide more evidence I am willing to perform further research. We currently
have another scheduled delivery in place to deliver the expected product.
Complaint: [redacted]
I am rejecting this response because:
Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through 2015. I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way. Its very incovenience to have to take days off of work each time they are out for a service call.
Sincerely,
[redacted]
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="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 Afternoon Revdex.com,
size="3">
Please know that this is a duplicate complaint to complaint
number: [redacted] (filed in December of 2014 and closed as ‘Assumed Resolved’).
We are still very sorry for any inconvenience and unnecessary frustrations
this product has caused our customer to feel and are still offering to replace
this merchandise just as we were in our original response to this claim in
December of 2014.
Our records indicate no upcoming service appointment for this
customer, the last visit to the home was made on 3.14.2015 and our service
technician logged removing staples from the sofa and adding stitching to the
loveseat. We confirmed this service as completed with a person named [redacted] (who was at the home with our technician) and have not heard from the customer
since.
I have included our original response below as again we have an
option available for the customer should they seek a replacement instead of
waiting on parts to come in. We have been making this offer since December of
2014 and the consumer has chosen not to initiate it.
Response sent to Revdex.com on Wednesday, December 10, 2014:
Good Afternoon Revdex.com,
Please pass on my apologies to our customer for the
disappointment he is currently experiencing with his product.
The customer’s recliner was replaced utilizing the Goof Proof Plus Plan he
purchased from us. The Goof Proof Plus Plan allows for five years of unlimited
parts and service or a one time replacement outside of owning the merchandise
for a period of one year. The customer no longer has Goof Proof Plus Protection
on the recliner due to the Goof Proof Plus agreement of one time replacement
being fulfilled on the recliner.
Our records indicate that the other living room items were delivered to the
customer on 04/05/2013 and his report of concern came to us on 11/04/2014. At
this time the customer was past one year of ownership therefore we start
offering protection under the Goof Proof Plus Plan the customer purchased for
such occurrences. Should the customer wish to use up his one time replacement
option for an even exchange (like he did on the recliner) on the sofa and the
loveseat that is certainly his right. We always recommended parts and service
as the best route for resolution since this avenue keeps the protection plan
active on the merchandise. We apologize that there is a delay in container
shipment from the overseas vendor and if we could get the parts any sooner we
most certainly would.
Should the customer be unable to wait for the replacement parts to come in he
may contact our Customer Care Offices ([redacted] –Mon-Sat/ 6:30am to
8:00pm) and initiate his one time replacement option under the Goof Proof Plus
Plan that remains active on this sofa and loveseat.
The five year protection plan is an option on all purchases and not a
requirement. The customer is not being forced into “re-purchasing” it on his
newly delivered items should he decide that a replacement of furniture suits
his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on merchandise
that retailed for $1,097.00 we do believe it is obvious as to why a replacement
of an item (including the cost of delivery) fulfills the contract of the plan.
We stand behind the value of our Goof Proof Plus Protection Plan and its option
for a one time replacement only.
Kindest
Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Joseph,
r account that already exists within our records.
I apologize that your original bed was delivered and
built with a factory defect. I further apologize that in our quest to make this
defective product failure right by you, you have been enduring such a poor
delivery/service experience. Bobs Discount Furniture truly appreciates our
customer’s business and ensuring our customer’s satisfaction. I assure you that
Bobs Discount Furniture cares very much for this concern and our intention was
never to create continued inconvenience for you or your wife during this Bobs experience.
Bob’s prides itself on providing our customer
quality service and the best value product for the price. Our primary focus is
on ‘Making It Right’ so that our customer is satisfied with the product that
they have purchased from us. While we pride ourselves on making our failures
right by our customers, we do recognize that we have failed you and that you
have not received the typical satisfactory Bobs experience overall. While it is
not normal procedure to do so we can approve processing a monetary refund of
$100.00 to your original method of payment. We can provide you with the
remaining $50.00 (of your delivery fee) in the form of a Bobs Discount
Furniture Gift Card. We sincerely want to earn your trust back in our business
and providing you with the opportunity to receive a valuable cash and carry
item or a $50.00 discount off of a future purchase is an offer that we make out
of extreme apology. Regretfully we are unable to offer you a discount on the
current mattress and foundation you have. Your records show no indication of a report
of ‘scratches’ and how these may have occurred as a result of our fault. This
mattress and foundation have been in your possession since 07/31/2014 and we
cannot take responsibility for a damage you allege occurred from our employees
without a detailed report being made to us on the date of occurrence. If you
can provide pictures and evidence indicating how we are at fault for these
‘scratches’ I can look into pursuing this further on your behalf. Further discounting
Product affects your warranty status through the bedding manufacturer directly
(not Bobs) as well and we do not find it to be a good and caring decision to
void out a customer’s 18 year non prorated warranty status simply to provide
them with a monetary amount they determine fit.
Again I apologize to you that you found our initial
offers of further apology unsatisfactory. Please let me know through this Revdex.com
channel if you would like to accept our final offer of compensation. If so I
will process the necessary documents and have our retail location reach out to
you to complete the $100.00 refund. The $50.00 Bobs Discount Furniture Gift
Card can be mailed to your residence or processed electronically onto your
c
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer Care
Corporate Liaison
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,...
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.
Beware !!!! furniture is cheap poor quality and will not last, that is why they push to sell you a warranty from another co who will make excuses not to pay a claim. Spend a little more and buy quality furniture from a co that stands behind what they sell.Bob's want's to sell you this useless warranty so you will feel good with your purchase, don't be fooled.
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]
Good Morning...
Revdex.com-
We are very sorry for the multiple deliveries and miss-communication
that this customer has had to endure. We
absolutely recognize that there have been failures on our part. We would like to offer this customer a refund
of the delivery fee as a token of apology. We are very sorry for the inconveniences our
errors have caused.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once the credit card
number is entered into the transactions the refund(s) should process back to
you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: 61792454
At
that point they will take the credit card information to complete the
processing.
Kindest
Regards,
Tracy
Sanborn
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for any confusion and inconvenience
caused during the sale/delivery process
for this furniture purchase.
[redacted] returned sectional with [redacted] & taxes
comes to a total of $15.19.72
Our records currently indicate that we are refunding [redacted] $29.99 +tax from his
original delivery fee ($32.53).
Per my calculations the merchandise [redacted] did have delivered
(a dresser and a chest) would have carried a cost of $99.99 per our normal
delivery fee tiers.
[redacted] original sales order indicates that he was charged
$199.99 for a delivery fee. This means we owe [redacted] a difference of $70.01 (+tax
= $76.05) from his original delivery charge.
I have entered the credit number for [redacted] to refund the
remaining $76.05 I believe is owed to him from his return.
Please advise [redacted] that should he want this refund processed
fully, along with the refund for the $1552.25 on his sectional, [redacted], and
partial delivery fee he should contact his retail location directly at:
###-###-#### (press the #1 when you hear “Our Bob’s” voice to be connected to
the office).
For his records the credit number associated with the
additional delivery fee refund I processed is: [redacted]. [redacted] will need
to provide us with the original credit card number used for this transaction so
that we can finish the refund process. We do not keep full credit card numbers
on file for our customer’s protection and our retail location maintains
unrecorded phone lines for occurrences like this. Should [redacted] feel more
comfortable visiting the [redacted] retail location he is welcome to take that
route instead.
In reference to the property claim [redacted] has filed:
Keeping in line with our standard practices we made the
third party trucking company aware of the damages reported to our Customer Care
Department on 11.12.2014. As of today (11.14.2014)only two full business days
have passed since the claim was entered and then uploaded to the trucking
company directly. We apologize to [redacted] for any information provided to him
improperly from our Customer Care Department and will certainly address the
coaching concerns he has brought to his attention. As [redacted] property claim is being handled by
the trucking company directly [redacted] can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
Should [redacted] not receive follow up from this trucking company
directly with 7 business days (from the date he filed) he can call our Customer
Care Offices (###-###-####) and ask that we escalate his claim to our delivery
managers so that they are aware he hasn’t received the appropriate follow up we
expect. I have also provided the most
updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
For [redacted] records the claim number associated with the
property damage is: [redacted].
*
[redacted]
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,...
I certainly
can’t say that I at all blame our customer for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I acknowledge how unpleasant this entire
ordeal has been for our customer and while I know this is their Bobs experience
I assure our customer that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
I further
apologize for any confusion the customer was met with regarding our refund
policy. Our refund policy is presented to all customers at the time of sale and
commonly signed by the purchaser as agreed to (in this case the purchaser reads
as ‘[redacted]’).
The
customer entered into several agreements for compensation with us directly
which I believe has brought resolution to their concerns within this posting.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted]).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and reason
for denial that was provided by the [redacted] company. The customer reported to [redacted] “Cust states her kids were
playing with something like a toy or fork not totally sure” The
attached photos clearly show this could not have occurred with a fork or child’s
toy.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Absolutely positvely horrible horrible experience would never recommend this store regarding delivery and the scam Finance company operation they have going pretty IRONIC they call it bobs discount. Way overcharged me on the merchandise then grew the [redacted] to ask for more. See my attorney tomorrow. Legal matter now. [redacted] dissatisfied Customer
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer and
her granddaughter. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after the completion of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for an apology in the form of
a refund and offer to refund ½ of the delivery fee paid to us ($115.00) to the
customer’s original method of payment. Please advise our customer to please
respond via this mediation channel as ‘Satisfied’ should they wish to accept
our offer. We can process the paperwork
necessary after receiving this response and reach out to our customer via
telephone to get this refund fully processed.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
To whom it may concern:
r at 6:30 a.m. I finally reached Maria around 8:10 a.m. who informed me I was not receiving a delivery today.
First let me say I found your 3 names (Stephanie, Tiffany, Nicole) off the Revdex.com web-site for Bob’s Discount Furniture. I pulled Bob, Gene and Edmond from Wikipedia.
I cannot believe that it has come to me writing this e-mail but here goes. I attended the Grand Opening sale of the Harrisburg, PA store. Very nice facility. The salesman I was working with was brought in from another store to assist for the day.
I ordered an entire house full of furniture.
• [redacted] Recliner Sofa and Love Seat
• [redacted] Coffee Table Set (3 pcs)
• [redacted] Dining Room Pub Table with 6 black leather chairs
• [redacted] Server
• [redacted] 8 Piece Queen Bedroom Set
• [redacted] Queen Mattress and [redacted] (2 pc)
• Set of 2 [redacted] Lamps
• [redacted] 48” TV Wall Unit
I was provided a 4 hour window for delivery. The delivery was late. When the delivery men arrived they were very professional and apologetic for being late and told me I was their 5 delivery of the day and that there were issues with the prior 4 deliveries.
As they begin unloading the truck and bringing the merchandise into the house there were problems from the very beginning.
1. They unloaded the Dining Room Chairs. They showed up with 5 chairs. I ordered 6. The chairs were standard dining chairs and I ordered Pub chairs.
2. They unloaded the Dining Room Table. I should say glass top. They could not find the base for the table in the truck.
3. They unloaded the [redacted] server and again could not find the base.
All pieces were loaded back into the truck.
4. They unloaded the Bedroom furniture. With the Bed being first. As the one man began putting the Queen bed together he noticed the headboard was cracked and asked me to come look at it. Sure enough it was cracked on the top right side. In addition there were multiple scratches along the footboard and the one rail board was splintered.
So, he took the bed apart and reloaded it on the truck.
5. Now get this…the night before delivery I received a call letting me know they had identified damage to the dresser with mirror and said they would send out a new one in a few days. So, imagine my surprise when the dresser with the mirror was on the truck and it was damaged.
Why in the world would they call me and tell me it was damaged and still load it on the truck?
6. They began putting together the [redacted] end tables. First one went smooth, Second table was a disaster. As he was screwing the frame together with the supplied Allen wrench plugs where the screws were going into were pulling out. He was not able to put the 2nd table together.
So, he loaded the end tables back on the truck
7. He then began putting the Cocktail table together. Yet another disaster. They were two different size legs. By this point it was so hysterical that I had to take a picture of the cocktail table because it looked like a rocking horse. Picture is attached for your viewing pleasure.
So, he loaded the cocktail table back on the truck. And I said you might as well take the lights back because what good are the lights to me with no tables to put on them.
8. The last two pieces to come off the truck were the Power Recliner Sofa and Power Recliner Love Seat. By this time I am so frustrated I have myself sick to the stomach sitting on the steps dry-heaving into a bucket. Plenty of witnesses…just ask your delivery men. I was so beside myself with all the issues I couldn’t even examine the final two pieces and had my Nephew and his wife look them over.
9. Then I was told the TV Wall Unit was not on the truck. It didn’t make the shipment cut-off to get loaded onto the truck. What kinds of [redacted] is that?
All in all of the 24 pieces of furniture delivered to my home that day 22 of them (yes 22) had to be put back on the truck due to one issue or another. Oh, and did I mention the delivery men were on hold for more than 30 minutes trying to get customer care to answer the phone so they could explain what was going on and why they would be bringing back 22 of the 24 pieces. And the man who answered the phone from customer care was very rude not to just the delivery men but to me as well. Basically he said there was nothing he could do and that all the issues needed to be handled with the store directly and that he could not do that.
Later that evening I received an automated phone call asking me to do a survey regarding customer service. Are you kidding me. I just hung up.
The following day was a Sunday and I went back to the store. I drove myself there which I should not have because I had just gotten out of the hospital the prior Thursday from having 5 bleeding ulcers repaired and a hiatal hernia repaired. I spent over 5 hours with the front desk with Kelsey who assigned me a new Salesman Russ to help me make my new selections. After a few hours I finally decided on new merchandise.
They were having a total nightmare with the paper work. And after 5 hours of me standing there, with a belly full of 112 stitches from my recent surgery, they finally said I could go and they would figure it out. After they gave me a new delivery date of September 21st. . Both Kelsey and Russ were very helpful and apologetic for all the mishaps and basically said it was out of their control but they would say on top of it as best they could.
OH, and by the way they said based on the new selections and the payments I had already made the store would owe me money once they could get accounting to transfer over the monies I had paid.
So, here it is Monday, September 21st and I did not get my promised call the night before to give me my 4 hour window of when the furniture would be delivered. So, I started calling the customer c
When I asked her why she said because the invoice showed I owed the store money. WRONG. The store owes me money. Turns out accounting had an entire week to do their job and move the money from one invoice to the new invoice and they never did it. Which showed money owed so the delivery was not scheduled. She then had a conversation with someone named Heather (heather never talked to me just to Maria) and apparently Heather said I still owed the store $10 and change….made no sense at all. Then they said their supervisor of Customer Care named Dan would call me. I still have not received a call from Dan. Maria also said it appeared my case has been swept under the rug all week because no one knows what to do, how to handle or whom to escalate to since accounting seems to be the bottle-neck. I was informed that accounting was sent several e-mails about the case and that there was no phone number for them to call and talk directly to a person. SAD
If you sat a group of highly intelligent individuals together around a boardroom table and discussed Problem Management and Risk Management you would never come up with the scenario I just described to you. This has been one the worst customer service experience in the history of customer service.
I have to move into my new place Oct 1st and right now I have no furniture. And I was told today that even if they can get the accounting team to do their job it would still take 3 days to get my ordered pulled and loaded onto a truck and the soonest delivery would be Friday.
So, my question is this. Is this the Bob’s Furniture way? How would Robert K[redacted], Gene R[redacted] or E[redacted] feel about all of this? Is there any possibility of one of these men contacting me or do they not care about customer service?
My wife and I are shopping for a dining room set on a budget. We saw something we are interested in at a Bobs store a few weeks ago. I looked at purchasing it online today and was surprised to learn of a 129 dollar delivery fee. I was happy to learn that we could avoid that by picking it up at a local store. So I called the Bob's store in Bridgeport to order. I was told that if I wanted to avoid the fee, I would have to drive to taftville for pick up, a long ways away. The site clearly shows a list of stores available for pick up and Orange and Bridgeport are on the list.
I called customer service and offered to pay cash to avoid the cc fee they pay to offset the delivery fee. I asked for an adjustment in the delivery fee because the site is misleading.
The customer service person told me he only dealt with purchases already made and does not handle any aspect of the finances or purchases. I guess they don't need me as a customer :)
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the frustrations the
damaged product and multiple deliveries has caused our customers. It is never
our intention to fail our customers and we assure our customer that we want to
earn their trust back in our business. Our ability to take ownership for our
mistakes and make it right by our customers has helped us grow to be the 15th
largest furniture store in the U.S.
This customer’s account reflects that we are scheduled to
re-deliver a factory fresh model of the Power Sofa on 4.08.2015. 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. As the retailer
we have taken full responsibility for the damages that may have occurred at the
factory overseas or during the extensive transit the merchandise endures prior
to arriving to our customer. After we have made the concerns right we are happy
to discuss providing a further form of our apology to our customer for the
inconvenience and aggravation our failures have caused.
While it is not normal procedure to do so, we do acknowledge why
this individual customer is seeking a refund at this time and truly wish to
satisfy our customer’s demands; working above and beyond whenever we can.
I have notated the customer’s account that should the delivery on 4.08.2015 fail for any reason (that
is our fault) leaving the customer still
unsatisfied then a removal of the
furniture for a refund to the original method of payment is approved.
We do ask that the customer provide us with the opportunity to satisfy their furniture
needs on 4.08.2015 because while it seems like an easy fix, removing furniture
for a refund takes much more time than most customers realize, ultimately leaving
the consumer with no furniture and no refund for an extended period of time.
The make up of our inventory and accounting system does not allow for any
refund to be released back to an original method of payment until the returning
merchandise has been fully checked into one of our distribution centers. This process
can take a couple days after the pick up actually occurs and the replenishment
of funds back to a credit card takes more time for the fact that we release the
money and then the bank the credit card is thru must allocate the funds and
make them available to the customer again.
We sincerely wish to avoid any future occurrences of failing our
customer and look forward to delivering their working, showroom condition,
power sofa on 4.08.2015.
As the property claim is
being handled by the trucking company that caused the damages, this customer
can expect follow up from that third party and not Bobs Discount Furniture
directly. Per our contractual agreements with this trucking company they are
owed a fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
For the customer’s records their claim for property damage is
being directly handled by the following third party:
[redacted] – Main number: [redacted] or Amber (the claim’s
representative) can be reached at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear [redacted],Thank you for choosing Bob's Discount Furniture. I am excited to inform you that Guardian (goof proof) has approved your claim for a replacement sofa! There is currently a store credit on your account in the amount of $434.41. You may use this store credit toward...
the purchase of any item in our store and you may either keep the sofa you currently have or we can pick it up at no charge. There will be no charge for delivery of the newly selected item however, you must use the credit by August 20, 2015. When visiting the store, please reference [redacted]Both Bob's Discount Furniture and Guardian Furniture Protection appreciates your business. For further assistance please contact our customer care center at [redacted] or Guardian [redacted].Thank you,[redacted]
Good Afternoon Revdex.com,
face="Calibri">We apologize
to the customer for any inconveniences that have been caused as a result of her
not being able to accept the delivery on 12.30.2014. While we certainly empathize
with this customer’s frustrations per our records we have caused no direct
failure to our client.
A time frame
of 4:00pm -6:00pm would not make sense for several reasons. We provide an
estimated three (3) hour window for any scheduled furniture delivery and our
delivery teams start making stops at approximately 6:30am (in most states we
are not permitted by law to have a driver scheduled on the road for a period of
11- 12 hours).
Our
automated system’s records show a time frame of 9:00am -12:00pm being delivered
to phone number: ###-###-#### in
reference to this scheduled delivery for 12.30.2014.
Bobs
Discount Furniture cares very much to satisfy our customers and we continually
seek to make any failure we may be responsible for right by our customer. I
have performed extensive research on this account and come to the conclusion
that the estimated time window provided to this customer was confirmed as
9:00am – 12:00pm. If the customer can provide a transcript along with date and
time information I will be happy to perform further research along with my IT department
to determine the origin of the alleged voicemail she asserts to have.
Our records
further indicate that our delivery team tried with every capability to make
this delivery on 12.30.2014. The delivery team told us that they went to the
rental office and asked if anyone from that office would let them into the
residence and supervise their delivery, they were turned away. They also
offered to leave the merchandise with the rental office prior to leaving and
were again told this was not an option. We are just as disappointed as our
customer is that we were unable to complete the original scheduled delivery.
At this time
we will not be making an offer of monetary apology as we believe to have
honored all agreements made with our customer. Should the customer wish to
provide more evidence I am willing to perform further research. We currently
have another scheduled delivery in place to deliver the expected product.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through 2015. I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way. Its very incovenience to have to take days off of work each time they are out for a service call.
Sincerely,
[redacted]