Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
The account notes do not coincide with what has been
reported here. There are no records of
any calls into customer care regarding any damaged merchandise. There is record of an email sent in
July. The customer was called in
reference to the email on July 15, at 1:29pm.
While I can sympathize with a customer that would like
a manager to follow up, that is not our process. At no time did this customer report damages
until July 15, at that time we reached out, we did not hear back from the
customerWe would need a tech to go to the home and make a report of the
damages. These deliveries were made in
March 2016. The manufacturers require a
certified technician report before allowing recourse to be offered.
If our technician reports the damages to be
manufacturing in nature we certainly would be able to offer recourse. We ask that the customer report the damages
to customer care at ###-###-#### as we need details of the damages to allow for
the technician to be prepared.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">Please communicate my apologies to our customer; I am very sorry
that she feels she has been met with such a lack of care regarding her concern
I assure her that Bobs Discount Furniture wishes to help every customer who has
a product concern and consider our valued customers to be the most important
part of our business
The dry rot is a cause of the environment and not related to a
factory defect or an accident covered by this customer’s *** protection
planThe damage this customer is experiencing is caused by a mixture of wear,
the environment this merchandise is being kept in and an absence of proper care
for this material typeWe sent a factory trained professional to our customer’s
home in the hope that we could repair this damage, upon arriving and realizing
what the actual cause of this damage was we were met with the same disappointment
as the sad shape of this leather is not reclaimable
Leather
is a natural hide and the cause of leather dry rot is a lack of regular
conditioning, which adds moisture back into the leatherThis type of corrosion
occurs when the oils of the leather evaporate, causing the fibers to dry out
and pull apart from one anotherThe evaporation of oil causes the leather to
become weak and break as a resultLeather is manufactured to be a very durable
material, however in barren environments, where there is little moisture in the
air, dry rot can develop in as little as a yearAfter the leather begins to
shrink and pull apart it has lost its strength and is not repairableWhile we
genuinely wish to help this customer Bobs Discount Furniture is unable to take
ownership or responsibility for the concern this customer’s product is experiencing
as result of its atmosphere
I have attached a photo our technician took while in our customer’s
home that shows this damage is occurring on a seat, the seat of this sectional
is made of leatherI apologize again for this customer’s situation but as a
furniture retailer we cannot be expected to take on the accountability for
general maintenance and up keep of our customer’s product
We
do care very much for our customers and as a result of that it is important
that we honor our core value of honesty and make our customer aware that the
*** company will no longer warranty her sectional against accidents as a
result of its current conditionWe have placed a refund credit in our system
for the portion of monies our customer paid us for Goof Proof Protection on
this sectional and its components (pieces)Our accounting system will only
allow us to refund to our customer’s original method of payment, I ask that you
please inform our customer to expect a refund from *** *** (the third party
company she originally financed her purchase through) in the amount of $
We
are so sorry again that we are unable to provide repair or replacement for this
sectional
Thank
you for your help in communicating this information to our customer,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
the window for delivery was between p.mand p.mthey showed up at 1:p.mthe drivers were lucky I was home or else I would have rejected this proposalI am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix thisI have gotten a cold for $get the scratches fixedI was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finishI do not see how a Bob's gift card will fix my scratchesThe resolution I prefer is compensation for the scratches and all the heartache we have dealt withRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721063, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us Any delivery failure is unfortunate but when
the failure affects children it is especially hard. It does appear that this was a
misunderstanding on the part of the sales associate. Due to that error the order has been approved
for pickup for refund.
I see that this customer has spoken with my colleague
and it appears the customer has been scheduled for the merchandise to be picked
up from the home on 11.3.16. Once the
pickup is completed we will be reaching out to accounting asking the refund be
released to the credit card.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for
any frustration we may have caused during the purchase of this second
nightstandOur records reflect that our customer should have received a
voicemail today (5.21.2014) at approximately 12:14pm indicating that the nightstand
will be available for her to pick up before this week is out
I am so sorry that our customer
felt the need to escalate her concern in this manner as we have been working
diligently to make this nightstand sale happen for our customer since the original
concern presented itselfRegretfully we as the retailer have little to no
control over a manufacturer’s choice to stop making a particular bedroom set
and I will ensure that our training concerns are addressed when it comes to guaranteeing
the future availability of merchandise
Please let me know if our
customer has any additional questions or concerns I can be of help with
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe 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 priceOur 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
Looking into this account I do see we have a service
technician scheduled to go to the home on 2/23/and
we currently have an even exchange scheduled for the bed on 2/27/to resolve
the remaining concern with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the bed has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on 2/27/and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office We will review the account at that time and
determine what further we are able to offer, I have authorized this to be
offered as a refund to *** *** instead of a Bob’s gift card if that is
what the customer prefers
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Bob"s discount furniture- purchased a recliner and, months out of warranty, springs started to fall out from underneath the chairContacted them numerous times but they will only offer a service call for dollarsBottom line is I don't trust their productIt is of substandard quality and I won't buy there again
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with our customer today (5.09.2014) and we
have reached a satisfactory resolution for these concernsI will ensure that
our training needs are met on the various levels of failure our customer had to
deal with and we are very sorry that our customer’s concern was not handled
properly when she initially tried to work with us in resolving itI have also
provided our customer with my direct phone number for any future questions or
concerns
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very
much for every one of our customers and we appreciate the opportunity to
exemplify that when ever it is possibleI am awaiting an email conformation
with photo(s) from our customer to verify that the merchandise itself is in
good condition other than the concerns our customer has statedUpon verifying
this I will proceed to process a resolution that *** agrees is satisfactory
for this concern
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
major-latin;">
Good
Afternoon Revdex.com-
We are sincerely sorry for the
issues that this customer has had to endure getting this purchase in the home;
it is especially hard that it is a child’s room. A purchase like this should be fun and
exciting, not filled with problems and issues.
I have authorized a refund of $to go back to the original credit
card that was used for the purchase, for the issues this customer has
endured. I do see the exchange was
completed today
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
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: ***
o
At
that point they will take the credit card MC *** information from
you and complete the processing
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com-
size="3">
We are very sorry that this set did not
live up to the customer’s expectationsIt
does not appear the technician opened up the piece to examine the break, there
can be no way to determine the causeIn
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below) As this set is no longer available as the customer
purchased it, we will offer the credit on both pieces
Should the customer wish to accept this
offer they are able to reply to the Revdex.com and we will release the credit to the
stores.
The customer can then go into the store
for the reselection. Advice the store
there is a credit in the system, the store will apply this credit as payment
for the new merchandise, the store will schedule the new delivery at the same
time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% of the cost
paid on the Magnum set ($999.)This 100% will be based off of the original
cost paid for the set onlyThis would
fulfill the Goof Proof contract as it only allows a one time replacement. We will waive the new delivery fee. Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs mentioned in Ms*** message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for the
miscommunications and failures
represented in this complaint. It
appears that on the attempted exchange for the team took pieces back
that were not on the paperwork to be removed from the home. This created a delay in refunding the
customer. We have since refunded for the
*** bed, the bedside lamp, *** TV chest and the Anticipation full
mattress. We have also refunded the
delivery fee.
As there was no paperwork written for additional pieces
removed and this complaint does not list what pieces the customer is requesting
a refund for I believe that at this time, we have refunded for all the pieces
we have removed from home. If the customer
believes that there are more pieces, we can certainly research this further
with the delivery team.
We are very sorry that this has been such a long process for
the customer. *** *** does normally
take billing cycles for credits to post to a customer’s account. The above pieces were all written in October,
November and December. When the agent
handling the *** *** dispute reaches out to customer we can provide all the
exact dates and amounts we have credited.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.09.2014) via phone and have
entered into an agreement to provide her with a return call tomorrow
(9.10.2014) prior to 2:00pmWe have made *** an offer for resolution and
she has advised me she would like to talk this offer over with her husband and
will provide me with her response tomorrow
While we are truly sorry for our customers continued disappointment
with the product she has received from us our records indicate a consistent
basis of honoring our customers requests for assistanceWe have covered the
cost of ordering parts, exchanging several items of merchandise, and
delivering/removing complete living room sets in an effort to satisfy our
customerIn some cases our records indicate a defect was present and in some
cases our records indicate a customer preference concernIn all cases we
worked above and beyond to meet our customers need for quality home furnishings
that they deemed to be satisfactory
As of today the sofa and loveseat that reside in the home
are free from any defects or concernsOur offer for resolution is as follows:
We provide a monetary refund totaling $This refund
consists of 15% off the price paid for the sofa and loveseat and a full refund
of the monies paid towards the Goof Proof Plan
By accepting this refund, *** will be agreeing to keep
the current sofa and loveseat she has ‘As is’‘As is’ indicates that there
will be no remaining warranties attached to this merchandise as we are
providing a discount on merchandise that currently has no defects
Thank you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
We are very sorry for the damaged merchandise
that this customer has had to deal with.
I have already spoken to this customer through another channel and have
offered compensation which has been accepted.
I do not see as this complaint states that anything was returned to the
store. We do not offer refunds on any
pieces that have been picked up by a customer and assembled. I have already created the compensation that
this customer and I agreed upon
We are very sorry that any
customer should have to encounter these issues and we look forward to this
customer receiving their merchandise tomorrow
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on my continued apologies to our customer,
refunding is beyond our procedures however we recognize that we have
failed this customer and we would like to offer her the $back in the form
of a monetary refund rather than a Bobs Discount Furniture Gift CardPlease
let me know if this option will be accepted by our customer
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI apologize that the merchandise and extended goof proof protection have failed to meet your expectations.Our records confirm that the sofa set was delivered, December however, there is no record of
you contacting our store or customer care center since receiving delivery and expressing concern with the merchandiseThe one year manufacture warranty has since expired however, I ask that you send photos of the overall condition of the sofa as well as a couple photos which showcase the damage you are reporting; I will then share them with our Service Manager to see if "best effort" repair or replacement parts is possibleIn regard to the goof proof protection, Guardian is designed to provide coverage against most common types of in home accidental damage, when properly reportedGuardian has very specific guidelines as it relates to claim filing, coverage and exclusions; damage resulting from the beak, teeth or claws of an animal is not coveredBob's Discount Furniture does not have the ability to overturn a denied goof proof claim as Guardian is a separate entityI apologize, if the plan was misrepresented at the point of sale.Your business is appreciated and upon receipt of the requested photographs we will revisit your claim and determine what options for recourse are available.Thanks*** **
Good Afternoon Revdex.com,
class="MsoNormal" "background: none repeat scroll 0% 0% white; margin: 0in 62.25pt 0pt 6pt; line-height: 15pt;">Please
pass on our apologies for the frustration and the alarm this mold issue has
caused to our customerThere are several reasons as to how or why this type of
concern arises and regretfully because they are all related to the environment
the product is being kept in; Bobs Discount Furniture is unable to take
ownership or responsibility for this occurrenceThere are various articles and
education available to the public regarding ‘mold on a mattress’ I agree with our customer that any consumer
should properly educate themselves prior to making such an important purchase
like beddingThis issue is not directly related to our brand of memory
foam mattress (Bob-o-Pedic) or Bobs Discount Furniture
Mold
is a fungus found in areas that are mostly dark and moist with very little
sunlight and little to no air ventilationFibers and foams like those found in
mattresses can be common places that support mold growthIf our customer is
wondering how, why there is moisture under his mattress the simple answer is
that the came from his body
Everyone
sweats in their sleep; some folks do more than othersHaving been a
salesperson for Bobs before, I have spoken to several customers who say they
can sweat up to a pint or more during the course of an eveningAny type of
memory foam mattress is manufactured to hold in heat and remember your body
signature as the years of use pass byThrough out the course of a night the
body temperature rises and the human body perspires in order to cool it back
downDuring this process the body gets rid of a great deal of water
Ultimately if moisture gets beyond the bed sheets and/or the bed protector the
mattress acts like a sponge and absorbs the moisture
Because
we are a business that takes our customer’s satisfaction so seriously we have
already provided our customer with a store credit for the full price he paid
for this beddingWe are unable to remove this mattress from the home for our
customer as we are unable to take responsibility for an occurrence that is
beyond our controlWe do not recommend that our customer select another
mattress that is made with memory foam given how the original mattress
purchased faired in the home and should our customer select another memory foam
mattress and a mold concern arise again, we will not be able to provide any
recourse for that concernAs a business we have made a very valid and caring
attempt to meet our customer’s needs above considering our
own
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI will be working with the business directly to resolve our complaintFor reference, I have also attached pictures of the damages made to our home
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
The account notes do not coincide with what has been
reported here. There are no records of
any calls into customer care regarding any damaged merchandise. There is record of an email sent in
July. The customer was called in
reference to the email on July 15, at 1:29pm.
While I can sympathize with a customer that would like
a manager to follow up, that is not our process. At no time did this customer report damages
until July 15, at that time we reached out, we did not hear back from the
customerWe would need a tech to go to the home and make a report of the
damages. These deliveries were made in
March 2016. The manufacturers require a
certified technician report before allowing recourse to be offered.
If our technician reports the damages to be
manufacturing in nature we certainly would be able to offer recourse. We ask that the customer report the damages
to customer care at ###-###-#### as we need details of the damages to allow for
the technician to be prepared.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">Please communicate my apologies to our customer; I am very sorry
that she feels she has been met with such a lack of care regarding her concern
I assure her that Bobs Discount Furniture wishes to help every customer who has
a product concern and consider our valued customers to be the most important
part of our business
The dry rot is a cause of the environment and not related to a
factory defect or an accident covered by this customer’s *** protection
planThe damage this customer is experiencing is caused by a mixture of wear,
the environment this merchandise is being kept in and an absence of proper care
for this material typeWe sent a factory trained professional to our customer’s
home in the hope that we could repair this damage, upon arriving and realizing
what the actual cause of this damage was we were met with the same disappointment
as the sad shape of this leather is not reclaimable
Leather
is a natural hide and the cause of leather dry rot is a lack of regular
conditioning, which adds moisture back into the leatherThis type of corrosion
occurs when the oils of the leather evaporate, causing the fibers to dry out
and pull apart from one anotherThe evaporation of oil causes the leather to
become weak and break as a resultLeather is manufactured to be a very durable
material, however in barren environments, where there is little moisture in the
air, dry rot can develop in as little as a yearAfter the leather begins to
shrink and pull apart it has lost its strength and is not repairableWhile we
genuinely wish to help this customer Bobs Discount Furniture is unable to take
ownership or responsibility for the concern this customer’s product is experiencing
as result of its atmosphere
I have attached a photo our technician took while in our customer’s
home that shows this damage is occurring on a seat, the seat of this sectional
is made of leatherI apologize again for this customer’s situation but as a
furniture retailer we cannot be expected to take on the accountability for
general maintenance and up keep of our customer’s product
We
do care very much for our customers and as a result of that it is important
that we honor our core value of honesty and make our customer aware that the
*** company will no longer warranty her sectional against accidents as a
result of its current conditionWe have placed a refund credit in our system
for the portion of monies our customer paid us for Goof Proof Protection on
this sectional and its components (pieces)Our accounting system will only
allow us to refund to our customer’s original method of payment, I ask that you
please inform our customer to expect a refund from *** *** (the third party
company she originally financed her purchase through) in the amount of $
We
are so sorry again that we are unable to provide repair or replacement for this
sectional
Thank
you for your help in communicating this information to our customer,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
the window for delivery was between p.mand p.mthey showed up at 1:p.mthe drivers were lucky I was home or else I would have rejected this proposalI am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix thisI have gotten a cold for $get the scratches fixedI was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finishI do not see how a Bob's gift card will fix my scratchesThe resolution I prefer is compensation for the scratches and all the heartache we have dealt withRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721063, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us Any delivery failure is unfortunate but when
the failure affects children it is especially hard. It does appear that this was a
misunderstanding on the part of the sales associate. Due to that error the order has been approved
for pickup for refund.
I see that this customer has spoken with my colleague
and it appears the customer has been scheduled for the merchandise to be picked
up from the home on 11.3.16. Once the
pickup is completed we will be reaching out to accounting asking the refund be
released to the credit card.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for
any frustration we may have caused during the purchase of this second
nightstandOur records reflect that our customer should have received a
voicemail today (5.21.2014) at approximately 12:14pm indicating that the nightstand
will be available for her to pick up before this week is out
I am so sorry that our customer
felt the need to escalate her concern in this manner as we have been working
diligently to make this nightstand sale happen for our customer since the original
concern presented itselfRegretfully we as the retailer have little to no
control over a manufacturer’s choice to stop making a particular bedroom set
and I will ensure that our training concerns are addressed when it comes to guaranteeing
the future availability of merchandise
Please let me know if our
customer has any additional questions or concerns I can be of help with
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe 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 priceOur 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
Looking into this account I do see we have a service
technician scheduled to go to the home on 2/23/and
we currently have an even exchange scheduled for the bed on 2/27/to resolve
the remaining concern with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the bed has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on 2/27/and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office We will review the account at that time and
determine what further we are able to offer, I have authorized this to be
offered as a refund to *** *** instead of a Bob’s gift card if that is
what the customer prefers
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Bob"s discount furniture- purchased a recliner and, months out of warranty, springs started to fall out from underneath the chairContacted them numerous times but they will only offer a service call for dollarsBottom line is I don't trust their productIt is of substandard quality and I won't buy there again
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with our customer today (5.09.2014) and we
have reached a satisfactory resolution for these concernsI will ensure that
our training needs are met on the various levels of failure our customer had to
deal with and we are very sorry that our customer’s concern was not handled
properly when she initially tried to work with us in resolving itI have also
provided our customer with my direct phone number for any future questions or
concerns
Thank you
for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached
out to *** via telephone today (7.28.2014)Bobs Discount Furniture cares very
much for every one of our customers and we appreciate the opportunity to
exemplify that when ever it is possibleI am awaiting an email conformation
with photo(s) from our customer to verify that the merchandise itself is in
good condition other than the concerns our customer has statedUpon verifying
this I will proceed to process a resolution that *** agrees is satisfactory
for this concern
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
major-latin;">
Good
Afternoon Revdex.com-
We are sincerely sorry for the
issues that this customer has had to endure getting this purchase in the home;
it is especially hard that it is a child’s room. A purchase like this should be fun and
exciting, not filled with problems and issues.
I have authorized a refund of $to go back to the original credit
card that was used for the purchase, for the issues this customer has
endured. I do see the exchange was
completed today
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice
o
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: ***
o
At
that point they will take the credit card MC *** information from
you and complete the processing
In most cases any remaining
questions regarding refund processing time can be answered by reviewing the
policies listed on your sales receipt
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com-
size="3">
We are very sorry that this set did not
live up to the customer’s expectationsIt
does not appear the technician opened up the piece to examine the break, there
can be no way to determine the causeIn
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below) As this set is no longer available as the customer
purchased it, we will offer the credit on both pieces
Should the customer wish to accept this
offer they are able to reply to the Revdex.com and we will release the credit to the
stores.
The customer can then go into the store
for the reselection. Advice the store
there is a credit in the system, the store will apply this credit as payment
for the new merchandise, the store will schedule the new delivery at the same
time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% of the cost
paid on the Magnum set ($999.)This 100% will be based off of the original
cost paid for the set onlyThis would
fulfill the Goof Proof contract as it only allows a one time replacement. We will waive the new delivery fee. Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs mentioned in Ms*** message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry for the
miscommunications and failures
represented in this complaint. It
appears that on the attempted exchange for the team took pieces back
that were not on the paperwork to be removed from the home. This created a delay in refunding the
customer. We have since refunded for the
*** bed, the bedside lamp, *** TV chest and the Anticipation full
mattress. We have also refunded the
delivery fee.
As there was no paperwork written for additional pieces
removed and this complaint does not list what pieces the customer is requesting
a refund for I believe that at this time, we have refunded for all the pieces
we have removed from home. If the customer
believes that there are more pieces, we can certainly research this further
with the delivery team.
We are very sorry that this has been such a long process for
the customer. *** *** does normally
take billing cycles for credits to post to a customer’s account. The above pieces were all written in October,
November and December. When the agent
handling the *** *** dispute reaches out to customer we can provide all the
exact dates and amounts we have credited.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with *** today (9.09.2014) via phone and have
entered into an agreement to provide her with a return call tomorrow
(9.10.2014) prior to 2:00pmWe have made *** an offer for resolution and
she has advised me she would like to talk this offer over with her husband and
will provide me with her response tomorrow
While we are truly sorry for our customers continued disappointment
with the product she has received from us our records indicate a consistent
basis of honoring our customers requests for assistanceWe have covered the
cost of ordering parts, exchanging several items of merchandise, and
delivering/removing complete living room sets in an effort to satisfy our
customerIn some cases our records indicate a defect was present and in some
cases our records indicate a customer preference concernIn all cases we
worked above and beyond to meet our customers need for quality home furnishings
that they deemed to be satisfactory
As of today the sofa and loveseat that reside in the home
are free from any defects or concernsOur offer for resolution is as follows:
We provide a monetary refund totaling $This refund
consists of 15% off the price paid for the sofa and loveseat and a full refund
of the monies paid towards the Goof Proof Plan
By accepting this refund, *** will be agreeing to keep
the current sofa and loveseat she has ‘As is’‘As is’ indicates that there
will be no remaining warranties attached to this merchandise as we are
providing a discount on merchandise that currently has no defects
Thank you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
We are very sorry for the damaged merchandise
that this customer has had to deal with.
I have already spoken to this customer through another channel and have
offered compensation which has been accepted.
I do not see as this complaint states that anything was returned to the
store. We do not offer refunds on any
pieces that have been picked up by a customer and assembled. I have already created the compensation that
this customer and I agreed upon
We are very sorry that any
customer should have to encounter these issues and we look forward to this
customer receiving their merchandise tomorrow
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on my continued apologies to our customer,
refunding is beyond our procedures however we recognize that we have
failed this customer and we would like to offer her the $back in the form
of a monetary refund rather than a Bobs Discount Furniture Gift CardPlease
let me know if this option will be accepted by our customer
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***
Good Morning Ms***,Thank you for choosing Bob's Discount FurnitureI apologize that the merchandise and extended goof proof protection have failed to meet your expectations.Our records confirm that the sofa set was delivered, December however, there is no record of
you contacting our store or customer care center since receiving delivery and expressing concern with the merchandiseThe one year manufacture warranty has since expired however, I ask that you send photos of the overall condition of the sofa as well as a couple photos which showcase the damage you are reporting; I will then share them with our Service Manager to see if "best effort" repair or replacement parts is possibleIn regard to the goof proof protection, Guardian is designed to provide coverage against most common types of in home accidental damage, when properly reportedGuardian has very specific guidelines as it relates to claim filing, coverage and exclusions; damage resulting from the beak, teeth or claws of an animal is not coveredBob's Discount Furniture does not have the ability to overturn a denied goof proof claim as Guardian is a separate entityI apologize, if the plan was misrepresented at the point of sale.Your business is appreciated and upon receipt of the requested photographs we will revisit your claim and determine what options for recourse are available.Thanks*** **
Good Afternoon Revdex.com,
class="MsoNormal" "background: none repeat scroll 0% 0% white; margin: 0in 62.25pt 0pt 6pt; line-height: 15pt;">Please
pass on our apologies for the frustration and the alarm this mold issue has
caused to our customerThere are several reasons as to how or why this type of
concern arises and regretfully because they are all related to the environment
the product is being kept in; Bobs Discount Furniture is unable to take
ownership or responsibility for this occurrenceThere are various articles and
education available to the public regarding ‘mold on a mattress’ I agree with our customer that any consumer
should properly educate themselves prior to making such an important purchase
like beddingThis issue is not directly related to our brand of memory
foam mattress (Bob-o-Pedic) or Bobs Discount Furniture
Mold
is a fungus found in areas that are mostly dark and moist with very little
sunlight and little to no air ventilationFibers and foams like those found in
mattresses can be common places that support mold growthIf our customer is
wondering how, why there is moisture under his mattress the simple answer is
that the came from his body
Everyone
sweats in their sleep; some folks do more than othersHaving been a
salesperson for Bobs before, I have spoken to several customers who say they
can sweat up to a pint or more during the course of an eveningAny type of
memory foam mattress is manufactured to hold in heat and remember your body
signature as the years of use pass byThrough out the course of a night the
body temperature rises and the human body perspires in order to cool it back
downDuring this process the body gets rid of a great deal of water
Ultimately if moisture gets beyond the bed sheets and/or the bed protector the
mattress acts like a sponge and absorbs the moisture
Because
we are a business that takes our customer’s satisfaction so seriously we have
already provided our customer with a store credit for the full price he paid
for this beddingWe are unable to remove this mattress from the home for our
customer as we are unable to take responsibility for an occurrence that is
beyond our controlWe do not recommend that our customer select another
mattress that is made with memory foam given how the original mattress
purchased faired in the home and should our customer select another memory foam
mattress and a mold concern arise again, we will not be able to provide any
recourse for that concernAs a business we have made a very valid and caring
attempt to meet our customer’s needs above considering our
own
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI will be working with the business directly to resolve our complaintFor reference, I have also attached pictures of the damages made to our home
Sincerely,
*** ***