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.
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.
By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.
Please confirm that my summation of your terms is correct. Sincerely, [redacted]
Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied. We offered her a very large concession to
keep as a refund to her credit card, which she accepted but has not called the
store with the card to process. Until
she reaches out with the credit card used on the original order [redacted] the
refund can not be processed.
We offered her additional compensation as a Bob’s
credit. The is normally the only
compensation offered. In this customer’s
case we did go outside our normal procedure.
We are very sorry if she is not satisfied with the amount of
compensation. This is the only offer we
are able to make.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 [redacted],
size="3">I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] ([redacted] is known as their parent
company) is a third party company and we have, for many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our Ce Technician Departments. The photo review
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I
am very sorry that you are experiencing such disappointment with you product
and service you have received from us. I understand your frustrations and
assure you that Bobs Discount Furniture works very hard every day to ensure our
cherished customers are satisfied.
After
reviewing your account I feel that it is necessary to offer you resolution for
this concern and I apologize again that you needed to escalate your concern so
highly in order to get it properly recognized. As of recently we stopped
carrying the current table you own due to a decrease in popularity and
projected sales. I have processed a ‘reselection store credit’ for you in our
system. Please feel welcome to visit one of our Bobs showrooms and select
another table that will fit well with your chairs. The total credit is made of
up the full price you paid for your table and the amount of Goof Proof you
purchased on your table. Your original invoice reflects $179.56 paid for the
table and I have added a $39.99 credit for the Goof Proof plan you purchased.
The total amount available for you to reselect with is $239.04. Please use this
credit prior to 4.20.2014 as it will expire after that. In order to provide you
the best care possible we will also cover the cost of delivering your new table
as an apology for the aggravation you have endured with this concern. Please provide
your salesperson this credit number: [redacted] while making the new purchase.
Please
feel free to respond to me through this channel should you have any other
questions or concerns regarding this credit and I do hope that we have met your
request to a satisfactory result.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I will happily send photos. However I do not appreciate your being so crass with me with your "ccustomer moved the furniture 300 miles outside our service area". I have said it 100 times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issue. Covering your tracks with lies as fuel to this fire bobs started. Please pull these phone calls and discontinue the blame game as if it is my fault. I also have 2 witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at all. I "moved 300 miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NY. Please get your facts straight and stop acting as if I have done something wrong. This is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus far. I am also STILL waiting on a call from a manager that I was promised. Per the company's rating, unfortunately this kind of behavior seems to be company standard.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that the delivery...
process has caused the
customer frustration. As we route our
trucks geographically we are not able to offer or accept a customer specific
time for delivery. There are far too
many things that can affect the delivery window to ever guarantee a specific
time. Weather events, traffic,
construction and mechanical issues can all delay a delivery. We do offer to request a four hour window if
that will help the customer. We also
offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am. It does sound as though the customer has
received that window. We are sorry that
it was not early enough to work for the customer’s schedule.
We have reviewed the photo from the original piece that had
a small chip in the front and the piece that was refused due to the box being
opened. This is scheduled for 2.4.17 we
hope that the delivery goes smoothly for the customer. We do
offer compensation for delivery failures.
This is normally offered in the form of a Bob’s store credit. We do not compensate for lost wages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the 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.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I feel terrible after reading
that our customer feels our responses lacked any empathy towards their concern.
We are most certainly empathetic and remain very sorry that our customer is
experiencing the concern they are. Our business offers coverage against manufacturing
defects, this is stated on the sales receipt and the information we provide
about the [redacted], and our customer isn’t communicating that they
have any concern from a defect.
Please see our service
professional’s report/record below (the customer is taking full responsibility
for the damage present).
Tech Denardo
138pm-current
72"
Lest side facing arm of sofa collapsed, cracked wood
Non-repairable
Customer caused/good condition otherwise
Spoke with: CHRISTOPHER- states he has screws in his foot so he
does have to put all his weight on the arms to get up. Wants to get the sofas
replaced. Apologized but explained the tech stated these are not manufacturer
defects. He is confirming he caused these damages. Unfortunately no recourse we
can offer....cgahner
Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49
After researching this customer’s
concern it appears that the merchandise has been used against its manufacturing
specifications and the arm cracking is not
the result of a factory defect or an accidental incident. We remain very sorry
that our customer is dealing with this concern and if we could have offered a
repair on-site I assure our customer that we would have. As a retailer we are
unable to take ownership for concerns that are present from accumulated use
within the home.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
I’m sorry that you weren’t able to speak with me when I called you
this evening.
I have reviewed your concern and your claim for the Queen Sized
Bob O Pedic Mattress and I further apologize that your concern was not
addressed in an appropriate manner. We have made the proper arrangements to
address the internal training concern that you have brought to our attention
and thank you for taking the time to escalate your concern.
I have entered in a credit amount for your mattress based on the
price you paid via your original sales order. Currently this is listed under
credit number [redacted] in the amount of 726.93. You may visit any of our showroom locations
and use this credit toward the purchase of a new queen sized mattress of your
choice. On the new date of delivery, you schedule with your new sales person,
we will remove the current mattress you have and deliver your new selection.
If you have any questions or concerns regarding this transaction
or my response please feel welcome to call me at ###-###-####.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer will consider our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
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.
Please pass on our sincerest
apologies to the customer for any inconveniences they have experienced with
their product. As the customer has selected to use your mediation services and
their account is certainly complex I have provided a breakdown of what our records
currently indicate (below) to start. I am unable to reasonably determine how
the item hasn’t been able to be used for two years as a failure from our
business and I am unable to locate anywhere near 10 deliveries of the new
sectional.
I see the initial date of
delivery for the first sectional and recliner to be 3.29.2014.
The first concern was reported on
2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The
main concern at that time was with (1) of the (5) items delivered to the customer;
a cracked footrest on an arm less recliner to be specific.
The same day of that one and only
service call we determined the defective item was no longer available for sale
so the customer was offered a re selection credit, not only on the entire sectional
but also on the matching power recliner chair that had no concerns and had been
in the home and in use for nearly a year.
During the re-selection the customer elected to select an
item and have it special ordered in a special color (this means not a stock
item that is readily available to deliver). The wait time on this special order
color looks to be around 16 weeks (4 months) as it comes from and overseas
vendor and is literally built just for this one customer from start to finish.
Please note the original merchandise remained in the home during this wait time
and I assume continued to be used.
The initial delivery date of this
new special order sectional was 6.13.2015 and it was at that time that the
customer relayed to us that the order hadn’t come as they anticipated. I cannot
and will not pretend to know what transpired at the time of sale in February of
2014 however the customer asserted to us that the sales person was instructed
to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.
On 6.13.2015 the account shows an
arrangement to have only (1) arm less chair switched for (1) arm less power
recliner. In all reality if the customer
was charged for the special order sectional to have arm less chairs – non
reclining units and then wanted the sectional to actually have reclining units
instead there is an obvious retail up charge associated with the difference in
the product. Based off the information the customer has communicated and
the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full
coverage re selection on (1) of the (2) arm less chairs.
Please
keep in mind this is still a special order color so the merchandise (1 Arm less
Power Recliner) needed to be built from start to finish and shipped to the customer
on an overseas container again. The customer accepted the special order
sectional as delivered on 6.13.2015 and again had use of furniture while the
replacement special order item was on order from the manufacturer.
The next delivery date I located
reflects 11.25.2015 and on this day our records show that the customer
communicated they were expecting (2) new chairs and not just (1). We certainly
take responsibility for the customer care agent speaking with this customer not communicating the appropriate information
as it appears that our customer care agent neglected to review the paperwork
and explain to the customer that we had only ever ordered them (1) replacement
chair – not (2).
The next delivery attempt (Attempt
#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is
certainly our error for several reasons including the fact that it clearly
takes around 16 weeks to get this color from the vendor (note the previous two
attempts). Due to the lack of attention we provided this call on 11.25.2015 the
delivery attempt on 12.02.2015 failed our customer.
Currently the account shows that
we have (1) special order color arm less power recliner on request from the
manufacturer for this customer and regretfully yes there is a wait time
associated with this item as there was with the other items specially ordered
by the customer. As the retailer in this scenario we have no control over this
wait time and apologize that it exists. The account reflects that the customer
hasn’t had to pay any additional fees for the upgrade in merchandise and that
in it self can and should be considered as compensation from our business. The
customer is essentially getting more than what they actually paid for at this
time.
We do understand our customer’s
frustrations and we apologize for the original miscommunication of arm less
chair vs. arm less recliner spiraling into more inconvenience due our agent’s
negligence and do take responsibility for these concerns however as a business
we currently have the appropriate resolution in place for this customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to 30 days (or more) for a new mattress to conform to...
your body and comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. ___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a 30 Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted]. After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-14 business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receiving. Customer satisfaction with the products and service we offer is our ultimate goal.Thanks,[redacted]
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
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 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.
By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.
Please confirm that my summation of your terms is correct. Sincerely, [redacted]
Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied. We offered her a very large concession to
keep as a refund to her credit card, which she accepted but has not called the
store with the card to process. Until
she reaches out with the credit card used on the original order [redacted] the
refund can not be processed.
We offered her additional compensation as a Bob’s
credit. The is normally the only
compensation offered. In this customer’s
case we did go outside our normal procedure.
We are very sorry if she is not satisfied with the amount of
compensation. This is the only offer we
are able to make.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good 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 [redacted],
e Technician Departments. The photo review
size="3">I apologize that you are experiencing any dissatisfaction with
the ‘[redacted]’ protection plan you purchased thru us or any dissatisfaction with
your merchandise.
[redacted] ([redacted] is known as their parent
company) is a third party company and we have, for many years, experienced a
vast amount of approved claims through this third party company. Our customer’s
are usually very happy with the outcome of their reported claim and based on
the price they paid for the coverage our sales associates and sales managers
would have no reason not to boast about the extreme value the protection plan
carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan, accidental coverage applies to a single instance of occurrence, and the
document further encourages the consumer to read their full plan documents for
a more detailed list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In your specific scenario our records do
reflect that photos you provided were reviewed by the highest levels we have
available in our C
did not depict that the item would be repairable by sending you a technician
alone and regretfully any warranty coverage you had with Bobs Discount
Furniture directly expired nearly one year ago. Your account does not depict
any previous reports of concern with your warranty period and as a business we are
directly liable for coverage within the one year guarantee for factory defects
we express on our sales invoice.
Due to [redacted] being a third party company
we are unable to offer resolutions for their coverage plan or overturn denial choices
they have made and I am sincerely very sorry that there is no recourse that
Bobs Discount Furniture can offer regarding your recliner.
Should you feel that for some reason the
plan was misrepresented to you during the sale period (2 years ago) and wish to
cancel the ‘[redacted]’ protection plan and receive a refund on the cost you
paid us for it ($49.99); we will offer to refund that to you via a corporate
check that would take approximately 7-14 business days to arrive to you once
the refund request has been submitted.
I look forward to hearing back from you via
this Revdex.com channel you have opened.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good
Afternoon [redacted],
I
am very sorry that you are experiencing such disappointment with you product
and service you have received from us. I understand your frustrations and
assure you that Bobs Discount Furniture works very hard every day to ensure our
cherished customers are satisfied.
After
reviewing your account I feel that it is necessary to offer you resolution for
this concern and I apologize again that you needed to escalate your concern so
highly in order to get it properly recognized. As of recently we stopped
carrying the current table you own due to a decrease in popularity and
projected sales. I have processed a ‘reselection store credit’ for you in our
system. Please feel welcome to visit one of our Bobs showrooms and select
another table that will fit well with your chairs. The total credit is made of
up the full price you paid for your table and the amount of Goof Proof you
purchased on your table. Your original invoice reflects $179.56 paid for the
table and I have added a $39.99 credit for the Goof Proof plan you purchased.
The total amount available for you to reselect with is $239.04. Please use this
credit prior to 4.20.2014 as it will expire after that. In order to provide you
the best care possible we will also cover the cost of delivering your new table
as an apology for the aggravation you have endured with this concern. Please provide
your salesperson this credit number: [redacted] while making the new purchase.
Please
feel free to respond to me through this channel should you have any other
questions or concerns regarding this credit and I do hope that we have met your
request to a satisfactory result.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
s fuel to this fire bobs started. Please pull these phone calls and discontinue the blame game as if it is my fault. I also have 2 witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at all. I "moved 300 miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NY. Please get your facts straight and stop acting as if I have done something wrong. This is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus far. I am also STILL waiting on a call from a manager that I was promised. Per the company's rating, unfortunately this kind of behavior seems to be company standard.
I am rejecting this response because:
I will happily send photos. However I do not appreciate your being so crass with me with your "ccustomer moved the furniture 300 miles outside our service area". I have said it 100 times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issue. Covering your tracks with lies a
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that the delivery...
process has caused the
customer frustration. As we route our
trucks geographically we are not able to offer or accept a customer specific
time for delivery. There are far too
many things that can affect the delivery window to ever guarantee a specific
time. Weather events, traffic,
construction and mechanical issues can all delay a delivery. We do offer to request a four hour window if
that will help the customer. We also
offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am. It does sound as though the customer has
received that window. We are sorry that
it was not early enough to work for the customer’s schedule.
We have reviewed the photo from the original piece that had
a small chip in the front and the piece that was refused due to the box being
opened. This is scheduled for 2.4.17 we
hope that the delivery goes smoothly for the customer. We do
offer compensation for delivery failures.
This is normally offered in the form of a Bob’s store credit. We do not compensate for lost wages.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 Afternoon...
Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the 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.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall, any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I was able to resolve it with Tracey Sanborn of Bob's Discount Furniture Consumer Affairs. Thank you for your assistance and...
support. [redacted]
Good Morning Revdex.com,...
I feel terrible after reading
that our customer feels our responses lacked any empathy towards their concern.
We are most certainly empathetic and remain very sorry that our customer is
experiencing the concern they are. Our business offers coverage against manufacturing
defects, this is stated on the sales receipt and the information we provide
about the [redacted], and our customer isn’t communicating that they
have any concern from a defect.
Please see our service
professional’s report/record below (the customer is taking full responsibility
for the damage present).
Tech Denardo
138pm-current
72"
Lest side facing arm of sofa collapsed, cracked wood
Non-repairable
Customer caused/good condition otherwise
Spoke with: CHRISTOPHER- states he has screws in his foot so he
does have to put all his weight on the arms to get up. Wants to get the sofas
replaced. Apologized but explained the tech stated these are not manufacturer
defects. He is confirming he caused these damages. Unfortunately no recourse we
can offer....cgahner
Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49
After researching this customer’s
concern it appears that the merchandise has been used against its manufacturing
specifications and the arm cracking is not
the result of a factory defect or an accidental incident. We remain very sorry
that our customer is dealing with this concern and if we could have offered a
repair on-site I assure our customer that we would have. As a retailer we are
unable to take ownership for concerns that are present from accumulated use
within the home.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Evening [redacted],
size="3">
I’m sorry that you weren’t able to speak with me when I called you
this evening.
I have reviewed your concern and your claim for the Queen Sized
Bob O Pedic Mattress and I further apologize that your concern was not
addressed in an appropriate manner. We have made the proper arrangements to
address the internal training concern that you have brought to our attention
and thank you for taking the time to escalate your concern.
I have entered in a credit amount for your mattress based on the
price you paid via your original sales order. Currently this is listed under
credit number [redacted] in the amount of 726.93. You may visit any of our showroom locations
and use this credit toward the purchase of a new queen sized mattress of your
choice. On the new date of delivery, you schedule with your new sales person,
we will remove the current mattress you have and deliver your new selection.
If you have any questions or concerns regarding this transaction
or my response please feel welcome to call me at ###-###-####.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer will consider our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
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]
Good Morning Revdex.com,...
Please pass on our sincerest
apologies to the customer for any inconveniences they have experienced with
their product. As the customer has selected to use your mediation services and
their account is certainly complex I have provided a breakdown of what our records
currently indicate (below) to start. I am unable to reasonably determine how
the item hasn’t been able to be used for two years as a failure from our
business and I am unable to locate anywhere near 10 deliveries of the new
sectional.
I see the initial date of
delivery for the first sectional and recliner to be 3.29.2014.
The first concern was reported on
2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The
main concern at that time was with (1) of the (5) items delivered to the customer;
a cracked footrest on an arm less recliner to be specific.
The same day of that one and only
service call we determined the defective item was no longer available for sale
so the customer was offered a re selection credit, not only on the entire sectional
but also on the matching power recliner chair that had no concerns and had been
in the home and in use for nearly a year.
During the re-selection the customer elected to select an
item and have it special ordered in a special color (this means not a stock
item that is readily available to deliver). The wait time on this special order
color looks to be around 16 weeks (4 months) as it comes from and overseas
vendor and is literally built just for this one customer from start to finish.
Please note the original merchandise remained in the home during this wait time
and I assume continued to be used.
The initial delivery date of this
new special order sectional was 6.13.2015 and it was at that time that the
customer relayed to us that the order hadn’t come as they anticipated. I cannot
and will not pretend to know what transpired at the time of sale in February of
2014 however the customer asserted to us that the sales person was instructed
to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.
On 6.13.2015 the account shows an
arrangement to have only (1) arm less chair switched for (1) arm less power
recliner. In all reality if the customer
was charged for the special order sectional to have arm less chairs – non
reclining units and then wanted the sectional to actually have reclining units
instead there is an obvious retail up charge associated with the difference in
the product. Based off the information the customer has communicated and
the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full
coverage re selection on (1) of the (2) arm less chairs.
Please
keep in mind this is still a special order color so the merchandise (1 Arm less
Power Recliner) needed to be built from start to finish and shipped to the customer
on an overseas container again. The customer accepted the special order
sectional as delivered on 6.13.2015 and again had use of furniture while the
replacement special order item was on order from the manufacturer.
The next delivery date I located
reflects 11.25.2015 and on this day our records show that the customer
communicated they were expecting (2) new chairs and not just (1). We certainly
take responsibility for the customer care agent speaking with this customer not communicating the appropriate information
as it appears that our customer care agent neglected to review the paperwork
and explain to the customer that we had only ever ordered them (1) replacement
chair – not (2).
The next delivery attempt (Attempt
#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is
certainly our error for several reasons including the fact that it clearly
takes around 16 weeks to get this color from the vendor (note the previous two
attempts). Due to the lack of attention we provided this call on 11.25.2015 the
delivery attempt on 12.02.2015 failed our customer.
Currently the account shows that
we have (1) special order color arm less power recliner on request from the
manufacturer for this customer and regretfully yes there is a wait time
associated with this item as there was with the other items specially ordered
by the customer. As the retailer in this scenario we have no control over this
wait time and apologize that it exists. The account reflects that the customer
hasn’t had to pay any additional fees for the upgrade in merchandise and that
in it self can and should be considered as compensation from our business. The
customer is essentially getting more than what they actually paid for at this
time.
We do understand our customer’s
frustrations and we apologize for the original miscommunication of arm less
chair vs. arm less recliner spiraling into more inconvenience due our agent’s
negligence and do take responsibility for these concerns however as a business
we currently have the appropriate resolution in place for this customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to 30 days (or more) for a new mattress to conform to...
your body and comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. ___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a 30 Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted]. After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-14 business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receiving. Customer satisfaction with the products and service we offer is our ultimate goal.Thanks,[redacted]
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