Good Afternoon Revdex.com-
We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service. We do support our technician and work off the reports that they submit. The technician deemed the damage in the home was not due to any manufacturing defects. Without photos to contradict what the technician has reported we would not be able to offer any recourse.
The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted]. There is no warranty for misuse or damages incurred through wear. The tech reported to us that the floor is uneven causing the wood support to warp. Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
mso-layout-grid-align: none;">We have been in
contact with this customer through other channels. We have addressed her concerns and have set
up the exchanges of damaged merchandise. Thank you for bringing this to our
attention.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay. The relay box, which is the part needed for your recliner generally takes 4-6 weeks to receive; unfortunately the part is ordered directly from...
the manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you,[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the merchandise refund has been correctly processed
back to the customer’s 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. We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
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-
We are very sorry for the frustration...
that we caused this
customer. Due to our errors,
miscommunications and failures we have offered compensation above what our
company standard is.
We have reached out to the depot that is responsible for the
home damage claim. They have made the customer
an offer of restitution. They have
advised us the customer is considering that offer.
We ask that the customer advise if this information is not
correct or there are any other issues that still need to be addressed.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Please pass on our sincerest apologies for the rude behavior our
customer cites to have been met with during delivery and pick up of her
merchandise. We find the reported experience unacceptable and thank our
customer for escalating her concerns so that we can ensure the obvious areas
for coaching we have are internally addressed.
As our delivery teams are expected and trained to deliver
merchandise to a home and not cause any type of property damage there is a
certain amount of trust that we all must maintain in their abilities to adequately
judge when an item is not going to fit thru an area for delivery. With that
being stated, we of course expect that the delivery team makes a proper attempt
to deliver and also educates our customer on how/why this merchandise is not
going to fit into the home. Our records reflect that during the second attempt
to deliver the sofa on 10.10.2015, this was again logged as a no fit into the
home.
As of right now we have a pick up scheduled to remove the other
items from this sales order for a refund on 10.14.2015 and have begun the
refund process (as indicated on our sales invoice) for the undelivered item and
associated fees to return to the customer in the form of a corporate
check. We do understand the customer’s disappointment
in us and feel terrible about the lack of care she feels her concerns were met
with. For this reason we have worked above our stated policy to provide the
customer with the removal for refund option and we apologize again for any
inconvenience she feels that we have caused her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
italic;">[redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records further indicate that your order was canceled on
5/16/16. The refund was sent over to
[redacted] on 5/17/16. Per [redacted] policy
this does normally take 3-5 business days to post back to a customer’s
account. This is their policy, not
Bob’s. As much as we would like to be
able to, we can not force them to return funds any differently then what is
stated on their own website. Please see
attached, I copied their policy where it does clearly state 3-5 business days.
I would expect that the funds be
completely reallocated to your method of payment by this Wednesday (5.25.2016),
if this is not the case, please feel welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more – the funds have been completely released from our end
and at this time, you are waiting on the refund due to the processing time associated with [redacted].
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back
in our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
I have reached out to this customer directly as of (10.30.2015)
and Mrs. [redacted] has been provided with all of my direct contact information.
After our conversation Mrs. [redacted] asked that I email her with
the details of what we are able to offer for resolution to this concern and I have
included a copy of the email sent for your review on this claim:
[redacted]
From:
G[redacted], Stephanie Sent: Friday, October 30, 2015 1:00 PMTo: '[redacted].COM'Subject: In response to your concern: Customer No: [redacted]
Good Afternoon Mrs.
[redacted],
I do hope you can
accept our deepest apologies for the poor experience you and your family have
endured with this purchase.
As briefly discussed
with you this afternoon:
If we are permitted
the opportunity to earn your trust back in our business by re-instating your
original sales order we will waive the associated delivery fee associated with
this order as our apology for our failure.
I have checked
inventory and see that all items on your original ticket are available to ship
from our distribution center.
**Please note – if you made package substitutions with your sales person I can
not see those since the order has been rejected and would ask that you confirm
with me item by item what it is you were expecting for delivery should you wish
to reinstate your order**.
**Please also note – all payments are to be taken by our retail locations so if
we are able to start earning your trust back we will need to get the order into
the system and your retail location involved in this process as soon as
possible**
As of right now the
soonest available date to schedule your delivery is 11.04.2015 (Wed). If you
were to select this date we could also make a time frame request (you tell me
what four hour time window works best) with our routing department in an effort
to accommodate you further.
There is a chance, I
say a chance as your order would need to be fully reinstated for our routing
department to even consider this option, that we may be able to get you added
on for delivery on 11.03.2015 (Tues). If you selected this option we would be
unable to make a time frame request as we would be putting your merchandise
onto the first available (and not completely filled) truck scheduled to be out
in your area.
Again I apologize for
the terrible impression you have been left with and I don’t blame you for being
as upset with us as you are.
I look forward to
communicating with you again and if you prefer my direct telephone number is
###-###-####.
[redacted]
I am currently waiting on the customer’s follow up communication
to me.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
I apologize
to you again, I am truly very sorry you had such a poor overall experience with
us and we would like to offer you a couple different options for compensation
as a form of further apology from us. Please respond to me thru this channel
and let me know which option you would prefer and I will process it for you
accordingly.
Option 1:
We can provide you with a Bobs Discount Furniture Gift Card in the amount
of $99.99 which is the price you originally paid us for your delivery fee.
-OR-
Option 2:
We can provide you with a monetary refund for ½ of the price you paid for
your delivery fee and the remaining ½ will be returned to you in the form of a
Bobs Discount Furniture Gift Card.
We do hope
that you will give us another chance to earn your trust back in our business
and we do have many cash and carry items that can be purchased with either of
our valuable Bobs Gift Card offers.
Warmest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their 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, phone number, and address provided here and under
the address, but a different name, there is a purchase from May 2011, which
does not match this complaint.
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 phone number 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.
I apologize that you are disappointed with the chairs you have
purchased from Bobs Discount Furniture. I understand how annoying it can be to
try and work in between two companies to resolve your concerns and I assure you
that Bobs Discount Furniture truly wishes to help every customer who has a
concern.
Our records reflect that you took delivery of these chairs on
04.07.2010 and first made us aware of your concern almost four (4) years later
on 1.20.2014. After reviewing the photos our service technician took while at
your residence on 1.29.2014 it is apparent that the damages to these chairs are
of a massive accumulated nature. I have attached the photos to this response
for reference. The ‘Goof Proof’ protection plan you purchased offers coverage
against one time accidental damages and will not cover you for the amount of
accumulated wear and tear these chairs have suffered. In order for the
protection plan to remain fair for all consumers there are exceptions to the
amount of coverage offered and there is an expectation that the merchandise
covered under this protection should be upheld in reasonable condition. Given
the current condition of your chairs, and the fact that there are several
missing parts such as chair rungs and buttons, I cannot be confident that you
started to notice this happening over the past few weeks alone. The damage you
are experiencing is not the result of one accidental occurrence and is not
caused by a factory defect, while we sincerely wish to resolve all of our
customers concerns Bobs Discount Furniture or Guardsman cannot take
responsibility for the amount and level of collective concerns these chairs are
reflecting.
As an extreme courtesy and because Bobs Discount Furniture
genuinely cares on a level that is above and beyond any other furniture
retailer we can offer to replace three (3) of the six (6) chairs for you. We
will exchange these three (3) chairs at no cost to you as a courtesy. Please
let me know how you would like to proceed by responding to me through this
channel.
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 Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14,...
2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]
Good Afternoon [redacted],
face="Times New Roman" size="3">
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
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. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the end of the first week of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 11.3.16 and we will return the delivery fee after we have successfully
completed to the customer
Or a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The delay was
not due to the miscommunication with the Goof Proof plan. The customer would have received a call from
the store regarding the delay and not being able to fulfill our delivery.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their 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, phone number, and address provided here and
I am not able to locate any purchase that matches.
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 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.
Good Morning Revdex.com,
New Roman" size="3">
While we apologize that our customer is experiencing
any disappointment with the procedures from the [redacted] company it doesn’t
seem as though our business has been given any opportunity to address this
customer’s concern prior to them posting to the Revdex.com.
Can you please ask the customer to submit photos of
the damage and their accidental report to us thru the Revdex.com channel that they
have selected to open? We will review their evidence and documentation and
advise what we may be able to do to
assist further after receiving the requested documentations. All the information they have posted to you
thus far is in reference to the [redacted] company and not our company directly.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After...
researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]
Good Afternoon Revdex.com-
We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service. We do support our technician and work off the reports that they submit. The technician deemed the damage in the home was not due to any manufacturing defects. Without photos to contradict what the technician has reported we would not be able to offer any recourse.
The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted]. There is no warranty for misuse or damages incurred through wear. The tech reported to us that the floor is uneven causing the wood support to warp. Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
mso-layout-grid-align: none;">We have been in
contact with this customer through other channels. We have addressed her concerns and have set
up the exchanges of damaged merchandise. Thank you for bringing this to our
attention.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay. The relay box, which is the part needed for your recliner generally takes 4-6 weeks to receive; unfortunately the part is ordered directly from...
the manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you,[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the merchandise refund has been correctly processed
back to the customer’s 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. We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
Kindest Regards,
...⇄ /> Tracy S[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-
We are very sorry for the frustration...
that we caused this
customer. Due to our errors,
miscommunications and failures we have offered compensation above what our
company standard is.
We have reached out to the depot that is responsible for the
home damage claim. They have made the customer
an offer of restitution. They have
advised us the customer is considering that offer.
We ask that the customer advise if this information is not
correct or there are any other issues that still need to be addressed.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the rude behavior our
customer cites to have been met with during delivery and pick up of her
merchandise. We find the reported experience unacceptable and thank our
customer for escalating her concerns so that we can ensure the obvious areas
for coaching we have are internally addressed.
As our delivery teams are expected and trained to deliver
merchandise to a home and not cause any type of property damage there is a
certain amount of trust that we all must maintain in their abilities to adequately
judge when an item is not going to fit thru an area for delivery. With that
being stated, we of course expect that the delivery team makes a proper attempt
to deliver and also educates our customer on how/why this merchandise is not
going to fit into the home. Our records reflect that during the second attempt
to deliver the sofa on 10.10.2015, this was again logged as a no fit into the
home.
As of right now we have a pick up scheduled to remove the other
items from this sales order for a refund on 10.14.2015 and have begun the
refund process (as indicated on our sales invoice) for the undelivered item and
associated fees to return to the customer in the form of a corporate
check. We do understand the customer’s disappointment
in us and feel terrible about the lack of care she feels her concerns were met
with. For this reason we have worked above our stated policy to provide the
customer with the removal for refund option and we apologize again for any
inconvenience she feels that we have caused her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
italic;">[redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records further indicate that your order was canceled on
5/16/16. The refund was sent over to
[redacted] on 5/17/16. Per [redacted] policy
this does normally take 3-5 business days to post back to a customer’s
account. This is their policy, not
Bob’s. As much as we would like to be
able to, we can not force them to return funds any differently then what is
stated on their own website. Please see
attached, I copied their policy where it does clearly state 3-5 business days.
I would expect that the funds be
completely reallocated to your method of payment by this Wednesday (5.25.2016),
if this is not the case, please feel welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more – the funds have been completely released from our end
and at this time, you are waiting on the refund due to the processing time associated with [redacted].
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back
in our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
I have reached out to this customer directly as of (10.30.2015)
and Mrs. [redacted] has been provided with all of my direct contact information.
After our conversation Mrs. [redacted] asked that I email her with
the details of what we are able to offer for resolution to this concern and I have
included a copy of the email sent for your review on this claim:
[redacted]
From:
G[redacted], Stephanie Sent: Friday, October 30, 2015 1:00 PMTo: '[redacted].COM'Subject: In response to your concern: Customer No: [redacted]
Good Afternoon Mrs.
[redacted],
I do hope you can
accept our deepest apologies for the poor experience you and your family have
endured with this purchase.
As briefly discussed
with you this afternoon:
If we are permitted
the opportunity to earn your trust back in our business by re-instating your
original sales order we will waive the associated delivery fee associated with
this order as our apology for our failure.
I have checked
inventory and see that all items on your original ticket are available to ship
from our distribution center.
**Please note – if you made package substitutions with your sales person I can
not see those since the order has been rejected and would ask that you confirm
with me item by item what it is you were expecting for delivery should you wish
to reinstate your order**.
**Please also note – all payments are to be taken by our retail locations so if
we are able to start earning your trust back we will need to get the order into
the system and your retail location involved in this process as soon as
possible**
As of right now the
soonest available date to schedule your delivery is 11.04.2015 (Wed). If you
were to select this date we could also make a time frame request (you tell me
what four hour time window works best) with our routing department in an effort
to accommodate you further.
There is a chance, I
say a chance as your order would need to be fully reinstated for our routing
department to even consider this option, that we may be able to get you added
on for delivery on 11.03.2015 (Tues). If you selected this option we would be
unable to make a time frame request as we would be putting your merchandise
onto the first available (and not completely filled) truck scheduled to be out
in your area.
Again I apologize for
the terrible impression you have been left with and I don’t blame you for being
as upset with us as you are.
I look forward to
communicating with you again and if you prefer my direct telephone number is
###-###-####.
[redacted]
I am currently waiting on the customer’s follow up communication
to me.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
I apologize
to you again, I am truly very sorry you had such a poor overall experience with
us and we would like to offer you a couple different options for compensation
as a form of further apology from us. Please respond to me thru this channel
and let me know which option you would prefer and I will process it for you
accordingly.
Option 1:
We can provide you with a Bobs Discount Furniture Gift Card in the amount
of $99.99 which is the price you originally paid us for your delivery fee.
-OR-
Option 2:
We can provide you with a monetary refund for ½ of the price you paid for
your delivery fee and the remaining ½ will be returned to you in the form of a
Bobs Discount Furniture Gift Card.
We do hope
that you will give us another chance to earn your trust back in our business
and we do have many cash and carry items that can be purchased with either of
our valuable Bobs Gift Card offers.
Warmest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their 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, phone number, and address provided here and under
the address, but a different name, there is a purchase from May 2011, which
does not match this complaint.
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 phone number 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.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],...
I apologize that you are disappointed with the chairs you have
purchased from Bobs Discount Furniture. I understand how annoying it can be to
try and work in between two companies to resolve your concerns and I assure you
that Bobs Discount Furniture truly wishes to help every customer who has a
concern.
Our records reflect that you took delivery of these chairs on
04.07.2010 and first made us aware of your concern almost four (4) years later
on 1.20.2014. After reviewing the photos our service technician took while at
your residence on 1.29.2014 it is apparent that the damages to these chairs are
of a massive accumulated nature. I have attached the photos to this response
for reference. The ‘Goof Proof’ protection plan you purchased offers coverage
against one time accidental damages and will not cover you for the amount of
accumulated wear and tear these chairs have suffered. In order for the
protection plan to remain fair for all consumers there are exceptions to the
amount of coverage offered and there is an expectation that the merchandise
covered under this protection should be upheld in reasonable condition. Given
the current condition of your chairs, and the fact that there are several
missing parts such as chair rungs and buttons, I cannot be confident that you
started to notice this happening over the past few weeks alone. The damage you
are experiencing is not the result of one accidental occurrence and is not
caused by a factory defect, while we sincerely wish to resolve all of our
customers concerns Bobs Discount Furniture or Guardsman cannot take
responsibility for the amount and level of collective concerns these chairs are
reflecting.
As an extreme courtesy and because Bobs Discount Furniture
genuinely cares on a level that is above and beyond any other furniture
retailer we can offer to replace three (3) of the six (6) chairs for you. We
will exchange these three (3) chairs at no cost to you as a courtesy. Please
let me know how you would like to proceed by responding to me through this
channel.
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 Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14,...
2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]
Good Afternoon [redacted],
face="Times New Roman" size="3">
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
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. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘[redacted]’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer purchased
is completely managed thru a third party company and not Bobs Discount
Furniture directly. We do provide a sales flyer at the time of sale indicating
this information and the sales invoice denotes the fact that Bobs Discount Furniture
only directly offers a one year guarantee against factory defects.
There are many facts to be considered from a business standpoint
within this customer’s scenario:
-The warranty through Bobs Discount Furniture expired on
3.24.2012. The customer has no coverage associated with this item thru Bobs
Discount Furniture and we have already made an effort to assist by covering the
cost of sending a technician to this customer’s home as a courtesy. This
attempted repair service was a courtesy from Bobs and not associated with the ‘[redacted]’ protection plan he purchased.
-The merchandise has been in the home for nearly 4 years and
we did not receive any report of factory defect concern from the customer
within the warranty period (or at all until now).
-Our technician did not report the concerns of mechanism
issues to be the result of a defect in the product’s workmanship. The
technician’s report indicates no defect present in workmanship and the concerns
present being caused by the amount of use the item has sustained in its
environment over the course of nearly four years. The technician’s report also
indicates more damage to be present on the arms of the item; these are also not
being determined defects in workmanship.
Bobs Discount Furniture truly wishes that we could resolve
every customers concern and we apologize that regretfully we have no further
recourse to offer relating to this customer’s concern. Should the customer wish
to initiate a claim under the protection plan they paid $99.99 for during their
sale they should get in touch with the[redacted] company directly at ###-###-#### (press #2 and wait to file a
new claim). As with any protection plan sold on automobiles, electronics,
and home appliances there are certain exclusions put in place to keep the plan
fair for all customers so we are unable to guarantee the outcome of a claim made
thru the[redacted] company.
Kindest Regards, [redacted]
Bobs Discount Furniture
[redacted]
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the end of the first week of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 11.3.16 and we will return the delivery fee after we have successfully
completed to the customer
Or a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. The delay was
not due to the miscommunication with the Goof Proof plan. The customer would have received a call from
the store regarding the delay and not being able to fulfill our delivery.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
size="3">
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their 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, phone number, and address provided here and
I am not able to locate any purchase that matches.
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 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.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
While we apologize that our customer is experiencing
any disappointment with the procedures from the [redacted] company it doesn’t
seem as though our business has been given any opportunity to address this
customer’s concern prior to them posting to the Revdex.com.
Can you please ask the customer to submit photos of
the damage and their accidental report to us thru the Revdex.com channel that they
have selected to open? We will review their evidence and documentation and
advise what we may be able to do to
assist further after receiving the requested documentations. All the information they have posted to you
thus far is in reference to the [redacted] company and not our company directly.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After...
researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]