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*** **
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 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 Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in April at that time the customer purchased the option of Goof Proof
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can absolutely offer service to repair the chip on the
chair leg. I have already created this service;
the customer can call into customer care and schedule this when they have a
moment
The issue with the marble top on the server is not so easily
remedied. It does appear from the photos
that this is a damage that was caused in the home. It appears that a container was set on the
top and either was wet on the outside or had condensation on the outside. Please see attached photo. This is not a repairable issue. The customer called it in to *** stating
that she did not know how or when it happened.
For it to be covered by *** it has to be an accident. It is not a manufacturing defect, so we would
not be able to offer any recourse through Bob’s
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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
However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?
I do not have the invoice #
The charge was to me
*** ***
the shipping address was to *** ***
* *** ***
*** **
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I contacted *** through their website and was asked to send pictures of the damageI called today and was told that they will contact me within hoursIf the issue is not resolved through them then I will like to finish resolving the issue through Bob's Discount Furniture and the Revdex.comThank you
Sincerely,
*** ***
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
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
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 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-
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
Good Morning Revdex.com,
face="Calibri">Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015)I have personally worked with
this customer, and provided documentations by email, to decipher the current
details of her account with usI have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it rightThe customer has my direct
contact information and I have made agreements to follow up again with this
customer on
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate 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 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,
*** ***
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,
*** ***
Good Morning Revdex.com,
We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passed At this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeks
We would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayed
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
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 Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of saleWe can
understand our customer’s frustration and assure our customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall
Our records indicate that as of our ** distribution center
sent out the following list of parts via the *** *** *** ***
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days
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 usIf we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concernsIn example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these railsThere is no indication that a Queen Sized
Footboard was purchased with this bedAs this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer trackTraditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order
Kindest Regards,
*** ** ***
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, *** ***
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 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*** **
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 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 Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in April at that time the customer purchased the option of Goof Proof
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can absolutely offer service to repair the chip on the
chair leg. I have already created this service;
the customer can call into customer care and schedule this when they have a
moment
The issue with the marble top on the server is not so easily
remedied. It does appear from the photos
that this is a damage that was caused in the home. It appears that a container was set on the
top and either was wet on the outside or had condensation on the outside. Please see attached photo. This is not a repairable issue. The customer called it in to *** stating
that she did not know how or when it happened.
For it to be covered by *** it has to be an accident. It is not a manufacturing defect, so we would
not be able to offer any recourse through Bob’s
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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
However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?
I do not have the invoice #
The charge was to me
*** ***
the shipping address was to *** ***
* *** ***
*** **
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I contacted *** through their website and was asked to send pictures of the damageI called today and was told that they will contact me within hoursIf the issue is not resolved through them then I will like to finish resolving the issue through Bob's Discount Furniture and the Revdex.comThank you
Sincerely,
*** ***
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
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
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 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-
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
Good Morning Revdex.com,
face="Calibri">Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015)I have personally worked with
this customer, and provided documentations by email, to decipher the current
details of her account with usI have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it rightThe customer has my direct
contact information and I have made agreements to follow up again with this
customer on
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate 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 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,
*** ***
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,
*** ***
Good Morning Revdex.com,
We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passed At this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeks
We would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayed
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here
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 Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the
continued disappointment they have experienced while seeking to correct any
miscommunication that may have occurred during the time of saleWe can
understand our customer’s frustration and assure our customer that continued
failures and poor customer care are not part of the daily success that has
helped us continually grow and please our customers overall
Our records indicate that as of our ** distribution center
sent out the following list of parts via the *** *** *** ***
1-
Packet of Headboard Leg Hardware
1-
Packet of Railing Hardware
1-
Packet of Storage Drawer Hardware
1-
Drawer Track with Glide (Storage Drawer)
As of today (3.27.2015) I would expect that the customer has
received these parts or at the latest, will be in receipt of these parts within
the next few business days
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 usIf we have resolved the original concern at this time we
would be happy to provide an offer to our customer for a further form of
apology for the inconveniences we have caused
Should the customer’s concern not be fully resolved at this time
we certainly want to first look into what offers we can make moving in the
direction of completely resolving the merchandise concernsIn example, the
customer’s original invoice (attached) shows me that a purchase was made from
our PIT for a Queen Sized Headboard, A Queen Sized set of railings, and a
Support System for these railsThere is no indication that a Queen Sized
Footboard was purchased with this bedAs this is my first time in this account
this leaves me wondering if the customer is in need of an actual piece of
missing merchandise to complete assembly on this bed and not just hardware
packets and a drawer trackTraditionally a “Bed” needs a
headboard/footboard/and set of side railings to be properly assembled
As the customer has selected to open this mediation channel for
further assistance we look forward to receiving their response on if the
hardware received (mailed out on 3.20.2015) has fully resolved their concerns
or if more parts/alternate merchandise pieces are needed to get this bed in
full working order
Kindest Regards,
*** ** ***
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, *** ***
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