Good Morning Revdex.com,
Please let this customer know that we are truly very sorry for the
lack of care she was met with while initially trying to communicate her concern
to us. As of 4.29.2014 at approximately 5:30pm our customer spoke with our
Customer Care Department via telephone and was issued a credit for the products
listed in her concern.
Please
allow me to confirm that we have reconsidered our position on this issue as a
business and are currently seeking to provide assistance to customers who are
experiencing this concern. There continues to be public information posted on
the internet everyday that can help educate our customer on the reasons why
mold is not a manufacturing defect. In the event that mold occurs it is not a
manufacturing defect and will continue to occur if the customer continues to
keep a foam based mattress in that specific environment with that specific
amount of use.
We do
care very much for any customer who is experiencing this concern and maintain
that we are offering appropriate offers for resolutions based on individual
situations and current circumstances. Again we apologize to this customer and
her family that she has had to deal with any aggravation and stress as a result
of the product she has purchased from us and we have taken the proper actions
to make it right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping time. Our extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipment. As of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you.
I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted.
Kind Regards,
[redacted]
Good Afternoon Revdex.com-
The offer of compensation as a refund that was made was the
maximum offer we were able to make this was not offered just for the bunk bed
but for all of the issues. We did offer
the customer an additional store credit of $150 as part of the offer; the
customer declined that part of the offer.
We understand that the customer was seeking additional compensation. Compensation is offered as a token of
apology. Bob’s is not obligated to agree
to any request for compensation from a customer that we deem unreasonable. We do not compensate for lost wages. We believe in offer compensation based on the
failures on the account. Compensation
based on lost wages would not be fair and equitable across the board.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We had become aware of this issue...
through another channel. We reached out to the customer 10.11.16 with
our offer of resolution, which the customer accepted. 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,
As [redacted] depicted the report that [redacted] has differs very
much from the accident report she has listed below. To [redacted] point – Bobs Discount
Furniture does take ownership for researching options to help our customers who
have been inconvenienced by [redacted] denials. We are able to offer our customer
an even exchange of the bed railings under the terms and conditions of the [redacted] Agreement.
Should [redacted] and/or [redacted] wish to accept this exchange we
ask that one of them contact our customer care office at their earliest
convenience to schedule this pickup/delivery.
If [redacted] and/or [redacted] wish to accept this exchange they will
be agreeing that:
-Bobs Discount Furniture is not responsible for any color
difference that may be present between the new bed railings and the rest of the
furniture that has been in the home since 2011. I do not expect there to be a
color difference, however we feel it best to make our customers aware ahead of
time that should their preference present an issue we are unable to provide
recourse for a concern of that nature. Certain events like continued exposure
to sun through a window over the period if three years can cause wood to dry
out and slightly change in color, as I do not reside in this customer’s home I wouldn’t
be able to know for sure if events like this have taken place with said
product.
- The Goof Proof Protection Plan allows for a one time
replacement on items covered under the plan. This would be the customer’s one
time replacement and the Goof Proof would no longer exist on the bed railings
as the agreement of the plan has been fulfilled for the railings. The Goof
Proof Protection would remain active on the other items of the bedroom set for
the original term.
Thank you,
[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.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records show that this item was delivered on 12/19/2015
and we apologized to our customer for any failures they experienced by
providing a $50.00 Bobs Discount Furniture Gift Card. As our records indicate
the above information our business considers the concern posted as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
For some reason Bob's furniture is only focused on the one part even though I have clearly expressed the couch is damaged in multiple areas. Like I have said before, THE ENTIRE COUCH IS FALLING APART! Not only is it unsightly and embarrassing, it has become DANGEROUS to use. Wood is not supposed to be sticking out of a couch. Soon I will have to close off the entire living room in concern for peoples safety. We are having a child in July and I won't be able to use my couch. Thanks a lot Bobs. Thanks for your complete and total disregard.
Sincerely,
[redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may...
have caused this customer during their service experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name, address provided here, and email address. I can find no account records at all and am unable to move forward in investigating this concern further. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records. We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted. %3
Good Afternoon Revdex.com-
We are very sorry that we were not able...
to complete the
delivery on the requested day.
The delivery fee is on a sliding scale of approximately 10%
of the merchandise total. This customer
merchandise total was $946 and the delivery fee charged was 99.99. While that is certainly not exactly 10% it
does fall very close. I would hope that
whoever gave you the 10% information made it clear that it is “about 10%”.
The delivery team was at the customer’s home during the
timeframe provided. The customer should have
received a voicemail with the timeframe, if no voicemail was available when the
automated system called, we would not have been able to leave the message,
however to ascertain the timeframe, the customer could have gone on line to
MyBobs.com delivery tracker, called into customer care or the store.
We did submit a request for go back. The team was not able to be sent back.
As the team was at the delivery location during the assigned
timeframe, we would not be able to offer to refund the delivery fee. There was no delivery failure on our part. We would be willing to offer a gift card as a
goodwill gesture to this customer to try to make this right. We are willing to offer the customer an [redacted]
in the amount of $50. If the customer would
like to accept the offer they can reply to this email and we will have the
[redacted] sent to the email address associated with this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
face="Calibri">Please pass on our sincere apologies to this family. We certainly do not want anyone feeling ill. I see this has already been set up for an
exchange which is scheduled for 2/23/16.
I certainly hope that this will rectify the issue for this family.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience this...
bedding set is
causing our customer.
I do believe this agent’s inability to locate this account was
justified as I have just tried with all the information provided to Revdex.com and
still am unable to locate this customer’s original sales order.
Without the original sales order as reference we are unable to
verify warranty status on this set. In example we sell hundreds and thousands of
bedding sets out of our clearance channels that do not have warranty therefore
we are unable to offer service. We absolutely need the customer’s original
sales invoice in order to proceed with offering any protection that may be
available.
Regretfully I am unable to locate any account information that
matches this consumer’s complaint within our internal records.
I have looked under the name; phone number, address, and email address
provided here and locate no records.
Can you please ask the consumer to verify the invoice number
(order number) associated with their purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer
can provide the original delivery address for this merchandise or any alternate
phone numbers, purchaser names (was this mattress purchased thru a group
program?) that may bring up their account record.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I spoke with Elizabeth today and apologized for the
lack of care she has experienced while working with us to get her concern
resolved.
We are scheduled to bring out six (6) new side chairs
on 8.07.2015 to resolve this concern.
Thank You,
[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.
WILL ACCEPT FULL STORE CREDIT FOR PILLOWS.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Let me tell you what a crock bob's [redacted] warranty is, I'm am so angry right now that it is not even funny. We had purchase the warranty for our couch and recliner chair, when the motor went on the chair [redacted] said that we had to call bob because that it was manufacturing issue, When bob's sent a repair person out to fix the chair they had said that is was not a manufacturing issue that the wire came out of the motor, and that it would be covered under the [redacted]. Well in the mean time we had tried for over a week to get ahold of someone from [redacted] for a hole that my grandson had put in the chair, with up to a hour wait time on the phone,we had tried several time. So by the time we had got ahold of them, we put in the claim for the motor and the hole and then burn mark, well I just got off the phone with them, and I was told that since there were 3 claim, it made the [redacted] invalid, seem they need to be more clear on this. so now I have no motor to recline my chair because they took it. And by they way when I first try to put in the first claim I was told by [redacted] that Bob's had never registered the warranty, so we had to wait a week for them to process it, That is why is was not a single claim. they had happen 2 weeks apart around the holiday, all within the 30 days, So I am begin penalized, I should have been told this when I finally got ahold of someone from [redacted] instead of them having me send all the pictures.Such a waste of 150.00, and a crock of lies. So in closing if the plan was registered when I bought the furniture, they would have been separate claims. But they didn't want to hear that.
size="3">
Please pass on our sincerest apologies for the inconvenience the
multiple deliveries and damaged product continues 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. As
the retailer we do take full responsibility for the alleged behavior of the
delivery teams coming to deliver this merchandise and the lack of care our
customer cites to have received from our offices. During the initial delivery
attempt we absolutely allocated stock to our customer’s order and just as we
never anticipated failing our customer initially; we never anticipated a stock
depletion of this set from our distribution center/overseas vendor. The fact is
that when an item isn’t delivered to a customer as planned the entire process
(like a new sales order) must be started over as there is no way to guarantee the
condition of the returning merchandise or its value as a new factory fresh
product.
We are working at full capacity to get our customer the
merchandise they purchased and their account currently reflects deliveries
scheduled for 4.01.2015 & 4.07.2015. If we had any physical capability to
get this merchandise to our customer sooner, we assure the customer we would
accomplish this task.
At this time if the customer is seeking to obtain a refund on the
already delivered merchandise we are willing to work beyond our policies and
make an exception as we obviously have failed our customer in delivering
portions of each set. Should the customer wish to execute this option we ask
that they contact us in our Customer Care Offices to schedule a date for us to
retrieve the merchandise they have. Customer Care can be reached at
1800-569-1284 (Mon –Sat 6:30a -8:00p/ Sun – 10:30am – 7:00p).
Should the customer select to provide us with an opportunity to
make our failures right we look forward to the upcoming deliveries on 4.01.2015
& 4.07.2015 and any form of further apology we are able to offer will be
offered after the failures we have caused have been made right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
We are very sorry for any concerns that
[redacted] is currently experiencing with her product and stand behind the value
of the products and protection plan we sell our customers. As
[redacted] has stated it is considered normal for the seats of any sofa that is regularly
used to suffer a loss of resiliency over time and this sofa has been in use for
over one year.
As [redacted] is not reporting a factory
defect concern and the Bobs Discount Furniture Guarantee on [redacted]’s sofa
expired on 05.07.2014, the technician that was dispatched to [redacted]’s home on
8.28.2014 (at no charge to her) was done as a courtesy because she is our
valued customer. Upon arriving to [redacted]’s home our technician found [redacted]’s
merchandise has endured several concerns of customer caused damages. Please see
the photos that I have attached outlining the current staining, tearing, and
rip that is present on this merchandise.
Regardless of warranty status Bobs Discount
Furniture is open to listening to our customer’s concerns and researching all
avenues available to us to help our customers resolve problems with their
product in a fair manner. Unfortunately we are unable to take responsibility for
damages that occur beyond our control and there is a reasonable expectation
that the merchandise you are making a claim for has been kept in good condition
prior to our technician being dispatched to see if we can rectify the concern
at no charge to our customer. As a result of all facts presented in this case
regretfully Bobs Discount Furniture is unable to provide replacement parts for
this concern.
I spent time researching all avenues of our
customer’s account to ensure that she was receiving the best care possible for
her concern and I even tried to get the Guardian denial overturned on our customer’s
behalf. Please see the first photo in the attached document as this photo
displays a solvent stain and a tear from the customer attempting to clean a
beverage spill. As Guardian covers accidents the juice stain itself would be a
covered accident under the protection plan however a furniture insurance
company cannot be held liable for the type of cleaner a customer deliberately
applies to their merchandise and the reaction that cleaner has on the material
makeup of the product.
The manufacturer of this product does offer
parts such as the seat cores and casings at a cost outside of the warranty
period to our customers. If [redacted] wished to she can make a purchase of new
seat casings and cores to correct the normal wear/tear and customer caused
damage concerns she is currently experiencing. A seat casing (new material) can
be purchased for $65.00 a piece and a seat core (new foam inside) can be
purchased for $50.00 a piece.
Please ask that [redacted] contact us by phone
at ###-###-#### if she would like to set up this purchase part order. Bobs
Discount Furniture truly wishes to help every customer who has a concern and we
are very sorry that we are unable to cover the cost of further recourse for
these damages.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the pictures. But then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11th. Was told I would here from them 24 to 48 hrs. No call or email. Called July 15th, basically was told there was nothing they can do, I was stuck with the merchandise. After being treated so rude, I will never shop there again. They can send a tech out to look at the chair, which is a defect. If nothing is done I would like my $129.00 back. It seems that this [redacted] doesn't apply to anything. When Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economy. Thank-you.
Sincerely,
[redacted]
Morning Revdex.com,
Our records indicate that there is
a pending exchange in the system to correct this customer’s concern. This
exchange is scheduled to go out on 3.18.2015 and was created on 3.14.2015.
We certainly apologize for any
rudeness the customer alleges to have experienced while seeking to get this
concern resolved. [redacted] or “Acceptance Now” is a third party company and per our
overview this concern is being rectified directly by way of Bobs Discount
Furniture.
We look forward to pleasing our
customer with the even exchange of merchandise on 3.18.2015.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please let this customer know that we are truly very sorry for the
lack of care she was met with while initially trying to communicate her concern
to us. As of 4.29.2014 at approximately 5:30pm our customer spoke with our
Customer Care Department via telephone and was issued a credit for the products
listed in her concern.
Please
allow me to confirm that we have reconsidered our position on this issue as a
business and are currently seeking to provide assistance to customers who are
experiencing this concern. There continues to be public information posted on
the internet everyday that can help educate our customer on the reasons why
mold is not a manufacturing defect. In the event that mold occurs it is not a
manufacturing defect and will continue to occur if the customer continues to
keep a foam based mattress in that specific environment with that specific
amount of use.
We do
care very much for any customer who is experiencing this concern and maintain
that we are offering appropriate offers for resolutions based on individual
situations and current circumstances. Again we apologize to this customer and
her family that she has had to deal with any aggravation and stress as a result
of the product she has purchased from us and we have taken the proper actions
to make it right.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
I have just left you a voicemail on this number: ###-###-#### with some updated information about the part’s shipping time. Our extended efforts have proved to be successful and the vendor has made an agreement to ship the parts directly to us in ** without having to wait in their next container shipment. As of right now my Parts Manager states that the part is in ** , once we receive it to our ** distribution center we will ship it directly to you.
I apologize again that you have had to wait at all and I look ahead to the part arriving to you before the original estimated time you were quoted.
Kind Regards,
[redacted]
Good Afternoon Revdex.com-
The offer of compensation as a refund that was made was the
maximum offer we were able to make this was not offered just for the bunk bed
but for all of the issues. We did offer
the customer an additional store credit of $150 as part of the offer; the
customer declined that part of the offer.
We understand that the customer was seeking additional compensation. Compensation is offered as a token of
apology. Bob’s is not obligated to agree
to any request for compensation from a customer that we deem unreasonable. We do not compensate for lost wages. We believe in offer compensation based on the
failures on the account. Compensation
based on lost wages would not be fair and equitable across the board.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We had become aware of this issue...
through another channel. We reached out to the customer 10.11.16 with
our offer of resolution, which the customer accepted. 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,
As [redacted] depicted the report that [redacted] has differs very
much from the accident report she has listed below. To [redacted] point – Bobs Discount
Furniture does take ownership for researching options to help our customers who
have been inconvenienced by [redacted] denials. We are able to offer our customer
an even exchange of the bed railings under the terms and conditions of the [redacted] Agreement.
Should [redacted] and/or [redacted] wish to accept this exchange we
ask that one of them contact our customer care office at their earliest
convenience to schedule this pickup/delivery.
If [redacted] and/or [redacted] wish to accept this exchange they will
be agreeing that:
-Bobs Discount Furniture is not responsible for any color
difference that may be present between the new bed railings and the rest of the
furniture that has been in the home since 2011. I do not expect there to be a
color difference, however we feel it best to make our customers aware ahead of
time that should their preference present an issue we are unable to provide
recourse for a concern of that nature. Certain events like continued exposure
to sun through a window over the period if three years can cause wood to dry
out and slightly change in color, as I do not reside in this customer’s home I wouldn’t
be able to know for sure if events like this have taken place with said
product.
- The Goof Proof Protection Plan allows for a one time
replacement on items covered under the plan. This would be the customer’s one
time replacement and the Goof Proof would no longer exist on the bed railings
as the agreement of the plan has been fulfilled for the railings. The Goof
Proof Protection would remain active on the other items of the bedroom set for
the original term.
Thank you,
[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.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Our records show that this item was delivered on 12/19/2015
and we apologized to our customer for any failures they experienced by
providing a $50.00 Bobs Discount Furniture Gift Card. As our records indicate
the above information our business considers the concern posted as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
For some reason Bob's furniture is only focused on the one part even though I have clearly expressed the couch is damaged in multiple areas. Like I have said before, THE ENTIRE COUCH IS FALLING APART! Not only is it unsightly and embarrassing, it has become DANGEROUS to use. Wood is not supposed to be sticking out of a couch. Soon I will have to close off the entire living room in concern for peoples safety. We are having a child in July and I won't be able to use my couch. Thanks a lot Bobs. Thanks for your complete and total disregard.
Sincerely,
[redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may...
have caused this customer during their service experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name, address provided here, and email address. I can find no account records at all and am unable to move forward in investigating this concern further. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any phone numbers that may bring up their account records. We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted. %3
Good Afternoon Revdex.com-
We are very sorry that we were not able...
to complete the
delivery on the requested day.
The delivery fee is on a sliding scale of approximately 10%
of the merchandise total. This customer
merchandise total was $946 and the delivery fee charged was 99.99. While that is certainly not exactly 10% it
does fall very close. I would hope that
whoever gave you the 10% information made it clear that it is “about 10%”.
The delivery team was at the customer’s home during the
timeframe provided. The customer should have
received a voicemail with the timeframe, if no voicemail was available when the
automated system called, we would not have been able to leave the message,
however to ascertain the timeframe, the customer could have gone on line to
MyBobs.com delivery tracker, called into customer care or the store.
We did submit a request for go back. The team was not able to be sent back.
As the team was at the delivery location during the assigned
timeframe, we would not be able to offer to refund the delivery fee. There was no delivery failure on our part. We would be willing to offer a gift card as a
goodwill gesture to this customer to try to make this right. We are willing to offer the customer an [redacted]
in the amount of $50. If the customer would
like to accept the offer they can reply to this email and we will have the
[redacted] sent to the email address associated with this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
face="Calibri">Please pass on our sincere apologies to this family. We certainly do not want anyone feeling ill. I see this has already been set up for an
exchange which is scheduled for 2/23/16.
I certainly hope that this will rectify the issue for this family.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience this...
bedding set is
causing our customer.
I do believe this agent’s inability to locate this account was
justified as I have just tried with all the information provided to Revdex.com and
still am unable to locate this customer’s original sales order.
Without the original sales order as reference we are unable to
verify warranty status on this set. In example we sell hundreds and thousands of
bedding sets out of our clearance channels that do not have warranty therefore
we are unable to offer service. We absolutely need the customer’s original
sales invoice in order to proceed with offering any protection that may be
available.
Regretfully I am unable to locate any account information that
matches this consumer’s complaint within our internal records.
I have looked under the name; phone number, address, and email address
provided here and locate no records.
Can you please ask the consumer to verify the invoice number
(order number) associated with their purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the customer
can provide the original delivery address for this merchandise or any alternate
phone numbers, purchaser names (was this mattress purchased thru a group
program?) that may bring up their account record.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I spoke with Elizabeth today and apologized for the
lack of care she has experienced while working with us to get her concern
resolved.
We are scheduled to bring out six (6) new side chairs
on 8.07.2015 to resolve this concern.
Thank You,
[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.
WILL ACCEPT FULL STORE CREDIT FOR PILLOWS.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Let me tell you what a crock bob's [redacted] warranty is, I'm am so angry right now that it is not even funny. We had purchase the warranty for our couch and recliner chair, when the motor went on the chair [redacted] said that we had to call bob because that it was manufacturing issue, When bob's sent a repair person out to fix the chair they had said that is was not a manufacturing issue that the wire came out of the motor, and that it would be covered under the [redacted]. Well in the mean time we had tried for over a week to get ahold of someone from [redacted] for a hole that my grandson had put in the chair, with up to a hour wait time on the phone,we had tried several time. So by the time we had got ahold of them, we put in the claim for the motor and the hole and then burn mark, well I just got off the phone with them, and I was told that since there were 3 claim, it made the [redacted] invalid, seem they need to be more clear on this. so now I have no motor to recline my chair because they took it. And by they way when I first try to put in the first claim I was told by [redacted] that Bob's had never registered the warranty, so we had to wait a week for them to process it, That is why is was not a single claim. they had happen 2 weeks apart around the holiday, all within the 30 days, So I am begin penalized, I should have been told this when I finally got ahold of someone from [redacted] instead of them having me send all the pictures.Such a waste of 150.00, and a crock of lies. So in closing if the plan was registered when I bought the furniture, they would have been separate claims. But they didn't want to hear that.
Good Afternoon Revdex.com,
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Please pass on our sincerest apologies for the inconvenience the
multiple deliveries and damaged product continues 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. As
the retailer we do take full responsibility for the alleged behavior of the
delivery teams coming to deliver this merchandise and the lack of care our
customer cites to have received from our offices. During the initial delivery
attempt we absolutely allocated stock to our customer’s order and just as we
never anticipated failing our customer initially; we never anticipated a stock
depletion of this set from our distribution center/overseas vendor. The fact is
that when an item isn’t delivered to a customer as planned the entire process
(like a new sales order) must be started over as there is no way to guarantee the
condition of the returning merchandise or its value as a new factory fresh
product.
We are working at full capacity to get our customer the
merchandise they purchased and their account currently reflects deliveries
scheduled for 4.01.2015 & 4.07.2015. If we had any physical capability to
get this merchandise to our customer sooner, we assure the customer we would
accomplish this task.
At this time if the customer is seeking to obtain a refund on the
already delivered merchandise we are willing to work beyond our policies and
make an exception as we obviously have failed our customer in delivering
portions of each set. Should the customer wish to execute this option we ask
that they contact us in our Customer Care Offices to schedule a date for us to
retrieve the merchandise they have. Customer Care can be reached at
1800-569-1284 (Mon –Sat 6:30a -8:00p/ Sun – 10:30am – 7:00p).
Should the customer select to provide us with an opportunity to
make our failures right we look forward to the upcoming deliveries on 4.01.2015
& 4.07.2015 and any form of further apology we are able to offer will be
offered after the failures we have caused have been made right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
We are very sorry for any concerns that
[redacted] is currently experiencing with her product and stand behind the value
of the products and protection plan we sell our customers. As
[redacted] has stated it is considered normal for the seats of any sofa that is regularly
used to suffer a loss of resiliency over time and this sofa has been in use for
over one year.
As [redacted] is not reporting a factory
defect concern and the Bobs Discount Furniture Guarantee on [redacted]’s sofa
expired on 05.07.2014, the technician that was dispatched to [redacted]’s home on
8.28.2014 (at no charge to her) was done as a courtesy because she is our
valued customer. Upon arriving to [redacted]’s home our technician found [redacted]’s
merchandise has endured several concerns of customer caused damages. Please see
the photos that I have attached outlining the current staining, tearing, and
rip that is present on this merchandise.
Regardless of warranty status Bobs Discount
Furniture is open to listening to our customer’s concerns and researching all
avenues available to us to help our customers resolve problems with their
product in a fair manner. Unfortunately we are unable to take responsibility for
damages that occur beyond our control and there is a reasonable expectation
that the merchandise you are making a claim for has been kept in good condition
prior to our technician being dispatched to see if we can rectify the concern
at no charge to our customer. As a result of all facts presented in this case
regretfully Bobs Discount Furniture is unable to provide replacement parts for
this concern.
I spent time researching all avenues of our
customer’s account to ensure that she was receiving the best care possible for
her concern and I even tried to get the Guardian denial overturned on our customer’s
behalf. Please see the first photo in the attached document as this photo
displays a solvent stain and a tear from the customer attempting to clean a
beverage spill. As Guardian covers accidents the juice stain itself would be a
covered accident under the protection plan however a furniture insurance
company cannot be held liable for the type of cleaner a customer deliberately
applies to their merchandise and the reaction that cleaner has on the material
makeup of the product.
The manufacturer of this product does offer
parts such as the seat cores and casings at a cost outside of the warranty
period to our customers. If [redacted] wished to she can make a purchase of new
seat casings and cores to correct the normal wear/tear and customer caused
damage concerns she is currently experiencing. A seat casing (new material) can
be purchased for $65.00 a piece and a seat core (new foam inside) can be
purchased for $50.00 a piece.
Please ask that [redacted] contact us by phone
at ###-###-#### if she would like to set up this purchase part order. Bobs
Discount Furniture truly wishes to help every customer who has a concern and we
are very sorry that we are unable to cover the cost of further recourse for
these damages.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the pictures. But then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11th. Was told I would here from them 24 to 48 hrs. No call or email. Called July 15th, basically was told there was nothing they can do, I was stuck with the merchandise. After being treated so rude, I will never shop there again. They can send a tech out to look at the chair, which is a defect. If nothing is done I would like my $129.00 back. It seems that this [redacted] doesn't apply to anything. When Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economy. Thank-you.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Our records indicate that there is
a pending exchange in the system to correct this customer’s concern. This
exchange is scheduled to go out on 3.18.2015 and was created on 3.14.2015.
We certainly apologize for any
rudeness the customer alleges to have experienced while seeking to get this
concern resolved. [redacted] or “Acceptance Now” is a third party company and per our
overview this concern is being rectified directly by way of Bobs Discount
Furniture.
We look forward to pleasing our
customer with the even exchange of merchandise on 3.18.2015.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison