Hi
Thank you I did get the check on Saturday but what about the other check for the bed and table where I asked to cancel the goof proof weeks ago, I called customer service today after 1pm was hung up on then called again and the gentlemen said that the check processed 9/14 was the check requested in August so I said it takes a month for a request to go through. He said they are processing another check for the bedroom good proof but I do not know if that is true. Please do not ask me to call customer service again because I get the run around and have to be put on hold for information to be checked. Attached is the best pic I could take for the damage under the headboard. A better picture would require me to take it all apart which the delivery guys put together. They should of informed of the damage but they said if an item is not accepted on delivery date they get an incomplete. They said they have markers to fix it but a marker can not fix a damage to a headboard that has a chipped piece.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
size="3">
Please pass on our sincerest apologies for the duplicate charge
error and lack of care this customer’s complaint was initially met with.
A member of our Customer Care Management Team spoke directly to
our customer on 7.28.2015 regarding this concern. We are extremely sorry for
the duplicate charge and the behavior our customer alleges to have dealt with when
initially reporting her concern. While we were very shocked by this allegation,
and remain shocked that this mistake actually occurred, there is no excuse for
poor customer care or a lack of investigation upon being notified of the error.
We have taken the appropriate internal steps to address the obvious coaching
concern presented to us within this complaint.
The customer’s order was entered on 7.21.2015 and our Accounting
Department made the necessary adjustments to return the duplicate charge as of
7.24.2015.
While I can personally identify with a consumer’s need for an
apology outside of making the concern right, we have worked at a higher level
to make that request happen. Any compensation agreement is to be discussed
after the customer has been fully satisfied with the merchandise they paid for and
on 7.28.2015 we offered this customer a $25.00 Bobs Discount Furniture Gift
Card as a further form of our apology. Working beyond a structure that is set
in place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that accounting
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card.
The customer’s merchandise is scheduled to be delivered on 7.31.2015
(tomorrow), should the customer still remain dissatisfied after delivery and still
be seeking a further apology amount from us they will be able to speak with our
Customer Care Office after their merchandise has been received. We will review
the account and the already disclosed compensation offer at that time and
determine what, if anything, further we are able to offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errors. In most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to accepting the merchandise they are taking with them in
the condition its in. We made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointment. We further apologize for any product
concern the customer is now reporting on the table.
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centers. With the operation of an online
store as well as over 60 retail locations it is entirely plausible that our
stock has depleted since the customer’s order date of 11.14.2015.
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for 12.12.2015 (a Saturday). While I
understand the customer’s perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost.
In
response to the customer’s report of the damaged table I have arranged to have
an even exchange of this item completed. We do not have any remaining stock of
this coffee table to supply the replacement until on or after 12.19.2015. As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
12.19.2015 so that they can secure that date should they want it for
the table exchange. If the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015).
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales order. We look forward to earning our customer’s complete satisfaction on
12.12.2015/12.19.2015 and apologize again for the aggravation we have caused
our customer to experience overall.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our sincerest apologies for the frustration and
aggravation our failures have caused our customer. We do take responsibility
for our failures while acknowledging our ownership for the aggression our
customer has communicated to various levels of our customer care organization.
Our business is making valid attempts to address and rectify all of our
customer’s concerns at this time. The customer’s account currently indicates
the following:
We presently have a part(s) order in place to address the concerns
existing on the sofa and loveseat.
A property claim is active in our system in reference to the
merchandise causing damages to the property and the customer is welcome to
email us photos of the damage along with an estimate for repair ([redacted] ) to move
this claim forward.
We have a pending exchange order set up for the bed that was
canceled from a previously scheduled delivery we were set to make (this exchange
was last canceled from a scheduled date of 10.13.2015).
On 10.7.2015 our customer spoke with one of our Call Center
Managers (Ms. M[redacted]), which is and remains the highest level of professional
available put in place and fully trusted to handle our customer’s concerns by
our business. Ms. M[redacted] has disclosed to me that she made a reasonable
apology offer (which is also reflected in her recording on 10.7.2015) to be
refunded to the customer’s original method of payment after the concerns had
been rectified. As we clearly failed our customer in the delivery processes of
both sales orders we are willing to refund the cost of the failed services to
the customer. As a further form of our apology (which is at any businesses
discretion) we have agreed to refund an additional $150.00 to the customer’s
method of payment. Ms. M[redacted] has further disclosed to me that she provided
our customer with her direct phone number so that she could ensure this
agreement was processed to the customer after the scheduled delivery we had in
place to exchange the bed was met with a satisfactory result (please note as
indicated above –we had this resolution scheduled to occur on 10.13.2015 and it
was canceled the day prior to its arrival).
The above
resolutions for damaged product replacement parts and/or full replacement along
with our apology offer are still options we consider active for resolution. If
the customer allows us to-we are happy to continue our pursuit of correcting
the merchandise concerns and apologizing to our customer with compensation
after we have been able to earn their satisfaction in the original products
selected.
Again – We take ownership for the disappointments we have caused
and should the customer wish to return
the merchandise they currently have, (we would schedule a delivery team
to remove the merchandise) we will work far beyond our stated policies and
agree to provide them with a full refund of each sales purchase price once the
merchandise has been fully check into our distribution center.
Please note: The Property Claim
is considered a separate entity from the sales order so even with the option
for return to refund we still require the documentation requested (above) to
assist with the property claim.
In response to this statement (made by customer):
“If
there is a concession that can be made, it would be gladly received.”
Our business is willing to discuss options for what we will refer
to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,
and bed. Please let us make it clear that this is not the route we see best for
our customer and while resolving our customer’s concerns is certainly our main
focus – providing a partial refund percentage of the cost paid for these items
does not seem like a caring avenue for resolution when our customer is stating
that the current bed they have is unusable.
If the options we currently have in place or the removal for full
refund are not acceptable avenues of recourse for our customer to consider and
they are still seeking a partial refund (concession to keep) we are happy to
explore that option after viewing pictures (sent to Revdex.com) of the concerns
currently present.
As the customer is agreeing to keep the item with these damages should a partial refund be
processed, it is only to their benefit to allow us the opportunity to see the
damages present.
If the customer would like to us to review the partial refund option in more
depth (concession to keep) we request that they send thru Revdex.com a minimum of
three photos for each concern they are requesting concession options for:
-One photo of the entire piece at a distance
-One photo that shows the damages at a distance
-One photo that shows the damages from close range
We will review these photos and respond with what option(s) for concession to
keep we have available.
In conclusion, our business has several avenues available
(some currently active and in process) to assist our customer in moving forward
and we are making an enormous effort to honor our customer’s demands while
continuing to operate under business terms that keep all resolutions fair for
all consumers alike. We agree that we have failed our customer and seek to make
these failures right by our customer even if that means working beyond our
normal procedures.
We look forward to hearing back from our customer via this
mediation channel they have selected to open and apologize again for all the
time they have spent seeking resolution to these furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?
Look, we just want a recliner that reclines as its supposed to. We purchased the 5 year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least 5 years. We do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-go. Please either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly.
Sincerely,
[redacted]
I purchased a leather SOFA and love seat in Aug 2014 from Bobs discount furniture. I was told that it is genuine leather and paid for leather. I notices peeling off of leather in December 2015 in my sofa. When contacted they asked me to send photo of the Sofa.
Also I have goof plus coverage (5 year extended warranty).
Then I got a response stating that , my furniture was purchased in 2013. I wrote back clarifying the date. But I am yet to get a response in email. I called them to explain it. I was told that leather is not covered in my goof plus plan. I found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchase.
Further I am yet to hear it in a an email from Bobs. They wont send this response in an email.
Also, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection).
Summary - 1.[redacted] for leather furniture is a rip off. Never buy that.
2.Extended warranty (goof plus) complaints -->Bobs won;t resolve it. You need to talk to third party.
3. Don't buy leather funrniure from Bobs. It starts peeling off within 18 months and you will be stuck with an expensive purchase. No warranty can help you.
Revdex.com:
We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector piece.
We are not asking for a refund at this point and want to see what (if anything) is done on the next delivery date.
We are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.
We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchase.
Please confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the delivery. Do not send anyone without confirming with my husband first. His contact information is below.
Please also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curb. We had a horrible experience with them and wish to not have a repeat episode.
[redacted]
This was the worst experience I have ever had with a company. Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery. Get a call 11:30 am and told sofa was not going to be delivered today. Spent 4 hours calling them(they repeatedly said they would call back-never did) to try and get something worked out. Now no furniture and 25 people coming for New Years Eve party! I will never do business with Bob's Furniture again.
Please replace the left arm facing cuddler chaise with the left arm facing chaise. I like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it again. There are too many people in my family to have a such a large part of our sofa unusable for such a long period of time.
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]
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 Elizabeth and has already received his exchange.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, should they not follow through with their response I will follow up with you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $80. That is not acceptable to me. Not only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versio. Of the contract before I paid for it even though that was not ever made available to me ever. I have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as well. I'm not even getting responses.regarding the cigarette burns which I was told would be covered. I emailed pictures about that to [redacted]. I am just completely tired of all of this run around. The least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess of. At least I could be able to get professionals to fix this if I had the full refund. I am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle difference. I tried different cameras and different lighting conditions. It's just something that has to be seen physically. I think I have done more than enough on ny part. I paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claim. I have never had this much trouble or rudeness even dealing with health and car insurance. Thus has been the worse customer service experience I have ever had bar none. I call my phone company and complain about bad signal quality and they give me a month free. No questions asked. No did you try this were wearing Shoes while using. Nothing. You guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer out. I want my full $200 refund for the insurance. If that happens you'll never hear from me again.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. If the
customer accepts our offer we hope that they will reply to the Revdex.com mediation
service with their decision. We thank
the Revdex.com for bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: I do not wish to purchase any other furniture from Bob's. They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty. In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand. How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service. I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com.
Sincerely,
[redacted]
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
Our direct records show no indication of
conversation with this customer since 2011 when the product was delivered. As
the customer is reporting a frame concern, we are more than happy to help our
customer under the manufacturer’s warranty associated with these frames.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further directly should they actually provide us with the opportunity to
do so.
At this time we have created a service order (to send a
technician to the home) under the address that was used to make this Revdex.com
complaint. Please ask the customer to contact us directly (###-###-####) so
that we can discuss the available service dates we have in the near future. For
reference the service order number associated with this request is [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Regretfully I do not work in the
offices where our corporate checks are cut from. I have placed a request with
our Accounting Department to have the check mailed to your address (listed
below) this week. I would expect to see this check in your mailbag within the
next 7-14 business days.
Check will be coming to:
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I am rejecting their response because I do not wish to work with them anymore. The product they sold me is clearly defective. They were supposed to replace a part of the couch back in January. I still have yet to receive this part. They never called to tell me the part was delay. I had to figure this out myself. Since my initial claim more of the couch has fallen apart. I have reported this and still have no solution. I don't feel like I am asking for a lot. I am only asking for the money I worked for back. I do not want anymore products from Bob furniture store in my house. I do not want to work with them anymore. I'm done with them. I will take my money elsewhere.
Sincerely,
[redacted]
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon [redacted],
After further review of your account and concerns we can make adjustments to the offer of compensation previously stated through this channel. I do acknowledge that Bobs is the reason behind your frustrations and we do want to make our failures right by you. Bobs Discount Furniture will not be offering you accommodations based on the amount of money you paid out to travel or a figure of one’s personal time. We maintain confidence in this offer being above and beyond the normal parameters of our accommodation tiers and I have ensured that this offer was reviewed by senior management and approved as a fair and adequate offer. This will be our final offer of compensation in an extreme effort to provide you with satisfaction.
Please review our final offer for compensation (below):
We can refund the delivery fee paid = $229.99.
The item that remains damaged in the ‘[redacted]’ bedroom set is the railings of the bed, the bed itself (including the headboard/footboard) did not retail to you at a price point of $1599. Your original sales invoice reflects a price paid of $339.60 for the bed. We can offer to provide you with a monetary refund of $237.72 which would calculate as 70% back to you off the purchase price of the bed. Even with the 70% discount back to you we would consider the five year warranty for factory defects thru Bobs on this discounted product active.
As you have made it clear that you do not want a Bobs Discount Furniture Gift Card, we can add an additional $100.00 of monetary compensation to this offer as a further form of apology.
In Total (without adding in applicable taxes, depending on your state’s laws, which may be refunded on the delivery fee and percentage of the bed) we can offer:
$229.99 + $237.72 + $100.00 = Monetary Refund of $567.71.
Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensations. You may also reach out to me directly via email at [redacted] to discuss the steps in processing this monetary refund after you have accepted this offer thru the Revdex.com website.
Thank you for any help you can provide us here and I look forward to hearing back from you,
[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.
Bobs has issued me a refund.
Sincerely,
[redacted]
Hi
Thank you I did get the check on Saturday but what about the other check for the bed and table where I asked to cancel the goof proof weeks ago, I called customer service today after 1pm was hung up on then called again and the gentlemen said that the check processed 9/14 was the check requested in August so I said it takes a month for a request to go through. He said they are processing another check for the bedroom good proof but I do not know if that is true. Please do not ask me to call customer service again because I get the run around and have to be put on hold for information to be checked. Attached is the best pic I could take for the damage under the headboard. A better picture would require me to take it all apart which the delivery guys put together. They should of informed of the damage but they said if an item is not accepted on delivery date they get an incomplete. They said they have markers to fix it but a marker can not fix a damage to a headboard that has a chipped piece.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the duplicate charge
error and lack of care this customer’s complaint was initially met with.
A member of our Customer Care Management Team spoke directly to
our customer on 7.28.2015 regarding this concern. We are extremely sorry for
the duplicate charge and the behavior our customer alleges to have dealt with when
initially reporting her concern. While we were very shocked by this allegation,
and remain shocked that this mistake actually occurred, there is no excuse for
poor customer care or a lack of investigation upon being notified of the error.
We have taken the appropriate internal steps to address the obvious coaching
concern presented to us within this complaint.
The customer’s order was entered on 7.21.2015 and our Accounting
Department made the necessary adjustments to return the duplicate charge as of
7.24.2015.
While I can personally identify with a consumer’s need for an
apology outside of making the concern right, we have worked at a higher level
to make that request happen. Any compensation agreement is to be discussed
after the customer has been fully satisfied with the merchandise they paid for and
on 7.28.2015 we offered this customer a $25.00 Bobs Discount Furniture Gift
Card as a further form of our apology. Working beyond a structure that is set
in place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that accounting
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our showrooms or pit locations
as our free gift of apology with use of the gift card.
The customer’s merchandise is scheduled to be delivered on 7.31.2015
(tomorrow), should the customer still remain dissatisfied after delivery and still
be seeking a further apology amount from us they will be able to speak with our
Customer Care Office after their merchandise has been received. We will review
the account and the already disclosed compensation offer at that time and
determine what, if anything, further we are able to offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errors. In most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to accepting the merchandise they are taking with them in
the condition its in. We made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointment. We further apologize for any product
concern the customer is now reporting on the table.
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centers. With the operation of an online
store as well as over 60 retail locations it is entirely plausible that our
stock has depleted since the customer’s order date of 11.14.2015.
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for 12.12.2015 (a Saturday). While I
understand the customer’s perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost.
In
response to the customer’s report of the damaged table I have arranged to have
an even exchange of this item completed. We do not have any remaining stock of
this coffee table to supply the replacement until on or after 12.19.2015. As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
12.19.2015 so that they can secure that date should they want it for
the table exchange. If the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015).
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales order. We look forward to earning our customer’s complete satisfaction on
12.12.2015/12.19.2015 and apologize again for the aggravation we have caused
our customer to experience overall.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the frustration and
aggravation our failures have caused our customer. We do take responsibility
for our failures while acknowledging our ownership for the aggression our
customer has communicated to various levels of our customer care organization.
Our business is making valid attempts to address and rectify all of our
customer’s concerns at this time. The customer’s account currently indicates
the following:
We presently have a part(s) order in place to address the concerns
existing on the sofa and loveseat.
A property claim is active in our system in reference to the
merchandise causing damages to the property and the customer is welcome to
email us photos of the damage along with an estimate for repair ([redacted] ) to move
this claim forward.
We have a pending exchange order set up for the bed that was
canceled from a previously scheduled delivery we were set to make (this exchange
was last canceled from a scheduled date of 10.13.2015).
On 10.7.2015 our customer spoke with one of our Call Center
Managers (Ms. M[redacted]), which is and remains the highest level of professional
available put in place and fully trusted to handle our customer’s concerns by
our business. Ms. M[redacted] has disclosed to me that she made a reasonable
apology offer (which is also reflected in her recording on 10.7.2015) to be
refunded to the customer’s original method of payment after the concerns had
been rectified. As we clearly failed our customer in the delivery processes of
both sales orders we are willing to refund the cost of the failed services to
the customer. As a further form of our apology (which is at any businesses
discretion) we have agreed to refund an additional $150.00 to the customer’s
method of payment. Ms. M[redacted] has further disclosed to me that she provided
our customer with her direct phone number so that she could ensure this
agreement was processed to the customer after the scheduled delivery we had in
place to exchange the bed was met with a satisfactory result (please note as
indicated above –we had this resolution scheduled to occur on 10.13.2015 and it
was canceled the day prior to its arrival).
The above
resolutions for damaged product replacement parts and/or full replacement along
with our apology offer are still options we consider active for resolution. If
the customer allows us to-we are happy to continue our pursuit of correcting
the merchandise concerns and apologizing to our customer with compensation
after we have been able to earn their satisfaction in the original products
selected.
Again – We take ownership for the disappointments we have caused
and should the customer wish to return
the merchandise they currently have, (we would schedule a delivery team
to remove the merchandise) we will work far beyond our stated policies and
agree to provide them with a full refund of each sales purchase price once the
merchandise has been fully check into our distribution center.
Please note: The Property Claim
is considered a separate entity from the sales order so even with the option
for return to refund we still require the documentation requested (above) to
assist with the property claim.
In response to this statement (made by customer):
“If
there is a concession that can be made, it would be gladly received.”
Our business is willing to discuss options for what we will refer
to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,
and bed. Please let us make it clear that this is not the route we see best for
our customer and while resolving our customer’s concerns is certainly our main
focus – providing a partial refund percentage of the cost paid for these items
does not seem like a caring avenue for resolution when our customer is stating
that the current bed they have is unusable.
If the options we currently have in place or the removal for full
refund are not acceptable avenues of recourse for our customer to consider and
they are still seeking a partial refund (concession to keep) we are happy to
explore that option after viewing pictures (sent to Revdex.com) of the concerns
currently present.
As the customer is agreeing to keep the item with these damages should a partial refund be
processed, it is only to their benefit to allow us the opportunity to see the
damages present.
If the customer would like to us to review the partial refund option in more
depth (concession to keep) we request that they send thru Revdex.com a minimum of
three photos for each concern they are requesting concession options for:
-One photo of the entire piece at a distance
-One photo that shows the damages at a distance
-One photo that shows the damages from close range
We will review these photos and respond with what option(s) for concession to
keep we have available.
In conclusion, our business has several avenues available
(some currently active and in process) to assist our customer in moving forward
and we are making an enormous effort to honor our customer’s demands while
continuing to operate under business terms that keep all resolutions fair for
all consumers alike. We agree that we have failed our customer and seek to make
these failures right by our customer even if that means working beyond our
normal procedures.
We look forward to hearing back from our customer via this
mediation channel they have selected to open and apologize again for all the
time they have spent seeking resolution to these furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?
Look, we just want a recliner that reclines as its supposed to. We purchased the 5 year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least 5 years. We do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-go. Please either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly.
Sincerely,
[redacted]
I purchased a leather SOFA and love seat in Aug 2014 from Bobs discount furniture. I was told that it is genuine leather and paid for leather. I notices peeling off of leather in December 2015 in my sofa. When contacted they asked me to send photo of the Sofa.
Also I have goof plus coverage (5 year extended warranty).
Then I got a response stating that , my furniture was purchased in 2013. I wrote back clarifying the date. But I am yet to get a response in email. I called them to explain it. I was told that leather is not covered in my goof plus plan. I found it extremely disappointing to hear that leather of leather sofa is not covered in my warranty purchase.
Further I am yet to hear it in a an email from Bobs. They wont send this response in an email.
Also, I was told that if I have any compliant with the warranty I should contact with a third party number (looks like Bobs has arrangement with third party for [redacted] protection).
Summary - 1.[redacted] for leather furniture is a rip off. Never buy that.
2.Extended warranty (goof plus) complaints -->Bobs won;t resolve it. You need to talk to third party.
3. Don't buy leather funrniure from Bobs. It starts peeling off within 18 months and you will be stuck with an expensive purchase. No warranty can help you.
Revdex.com:
We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector piece.
We are not asking for a refund at this point and want to see what (if anything) is done on the next delivery date.
We are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.
We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchase.
Please confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the delivery. Do not send anyone without confirming with my husband first. His contact information is below.
Please also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curb. We had a horrible experience with them and wish to not have a repeat episode.
[redacted]
Sincerely,
[redacted]
This was the worst experience I have ever had with a company. Ordered furniture on Wednesday, told it would be delivered on Saturday-New Year's Eve! Told to have old furniture removed for date of delivery. Get a call 11:30 am and told sofa was not going to be delivered today. Spent 4 hours calling them(they repeatedly said they would call back-never did) to try and get something worked out. Now no furniture and 25 people coming for New Years Eve party! I will never do business with Bob's Furniture again.
Please replace the left arm facing cuddler chaise with the left arm facing chaise. I like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it again. There are too many people in my family to have a such a large part of our sofa unusable for such a long period of time.
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]
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 Elizabeth and has already received his exchange.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, should they not follow through with their response I will follow up with you.
Sincerely,
[redacted]
Hi,
Complaint: [redacted]
I am rejecting this response because:
I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $80. That is not acceptable to me. Not only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versio. Of the contract before I paid for it even though that was not ever made available to me ever. I have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as well. I'm not even getting responses.regarding the cigarette burns which I was told would be covered. I emailed pictures about that to [redacted]. I am just completely tired of all of this run around. The least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess of. At least I could be able to get professionals to fix this if I had the full refund. I am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle difference. I tried different cameras and different lighting conditions. It's just something that has to be seen physically. I think I have done more than enough on ny part. I paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claim. I have never had this much trouble or rudeness even dealing with health and car insurance. Thus has been the worse customer service experience I have ever had bar none. I call my phone company and complain about bad signal quality and they give me a month free. No questions asked. No did you try this were wearing Shoes while using. Nothing. You guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer out. I want my full $200 refund for the insurance. If that happens you'll never hear from me again.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. If the
customer accepts our offer we hope that they will reply to the Revdex.com mediation
service with their decision. We thank
the Revdex.com for bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: I do not wish to purchase any other furniture from Bob's. They were extremely rude to me on the phone and when I spoke to a manager he told me I could do whatever I had to do and was very nasty. In addition I paid a delivery fee and would have to pay that again if I purchased another fireplace/TV stand. How do I know that the same thing wouldn't happen? I would prefer to buy another fireplace/TV stand from someone with better customer service. I feel that I have a warranty in addition to their Goof Proof Insurance and they should have taken care of this right away without me having to go through the Revdex.com.
Sincerely,
[redacted]
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
Our direct records show no indication of
conversation with this customer since 2011 when the product was delivered. As
the customer is reporting a frame concern, we are more than happy to help our
customer under the manufacturer’s warranty associated with these frames.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further directly should they actually provide us with the opportunity to
do so.
At this time we have created a service order (to send a
technician to the home) under the address that was used to make this Revdex.com
complaint. Please ask the customer to contact us directly (###-###-####) so
that we can discuss the available service dates we have in the near future. For
reference the service order number associated with this request is [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Regretfully I do not work in the
offices where our corporate checks are cut from. I have placed a request with
our Accounting Department to have the check mailed to your address (listed
below) this week. I would expect to see this check in your mailbag within the
next 7-14 business days.
Check will be coming to:
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I am rejecting their response because I do not wish to work with them anymore. The product they sold me is clearly defective. They were supposed to replace a part of the couch back in January. I still have yet to receive this part. They never called to tell me the part was delay. I had to figure this out myself. Since my initial claim more of the couch has fallen apart. I have reported this and still have no solution. I don't feel like I am asking for a lot. I am only asking for the money I worked for back. I do not want anymore products from Bob furniture store in my house. I do not want to work with them anymore. I'm done with them. I will take my money elsewhere.
Sincerely,
[redacted]
Good Morning Revdex.com,...
I personally spoke with [redacted] on 2.17.2015 regarding this
complaint.
I have
made [redacted] aware of our apologies for the inconveniences our failures
have caused him and we were able to reach an agreeable resolution of providing
him with factory fresh models of his merchandise on 2.24.2015.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon [redacted],
After further review of your account and concerns we can make adjustments to the offer of compensation previously stated through this channel. I do acknowledge that Bobs is the reason behind your frustrations and we do want to make our failures right by you. Bobs Discount Furniture will not be offering you accommodations based on the amount of money you paid out to travel or a figure of one’s personal time. We maintain confidence in this offer being above and beyond the normal parameters of our accommodation tiers and I have ensured that this offer was reviewed by senior management and approved as a fair and adequate offer. This will be our final offer of compensation in an extreme effort to provide you with satisfaction.
Please review our final offer for compensation (below):
We can refund the delivery fee paid = $229.99.
The item that remains damaged in the ‘[redacted]’ bedroom set is the railings of the bed, the bed itself (including the headboard/footboard) did not retail to you at a price point of $1599. Your original sales invoice reflects a price paid of $339.60 for the bed. We can offer to provide you with a monetary refund of $237.72 which would calculate as 70% back to you off the purchase price of the bed. Even with the 70% discount back to you we would consider the five year warranty for factory defects thru Bobs on this discounted product active.
As you have made it clear that you do not want a Bobs Discount Furniture Gift Card, we can add an additional $100.00 of monetary compensation to this offer as a further form of apology.
In Total (without adding in applicable taxes, depending on your state’s laws, which may be refunded on the delivery fee and percentage of the bed) we can offer:
$229.99 + $237.72 + $100.00 = Monetary Refund of $567.71.
Please respond to me via this channel if you would like to accept our offer and I will make the necessary arrangements to process your compensations. You may also reach out to me directly via email at [redacted] to discuss the steps in processing this monetary refund after you have accepted this offer thru the Revdex.com website.
Thank you for any help you can provide us here and I look forward to hearing back from you,
[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.
Bobs has issued me a refund.
Sincerely,
[redacted]