Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had to go through
so much to have this service completed.
I do see that there were add-ons requested that were not able to be accommodated. We are sorry if this was not correctly
explained to the customer. When it is a
quality of life issue, as this was, we fully expect that we will be able to get
the add-on completed. In this case, they
were just not able to find a tech in the area with time available. The first day we were able to get for this customer
was 7/28/16 and sadly that day the customer was not available.
The account indicates that we were able to get the service
completed on 7/30/16. The technician was able to replace the remote
with the customer’s spare remote. The
bed is in working order now. If the
customer has any outstanding questions or concerns please reply through the Revdex.com
mediation service.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Two years ago my boyfriend and I purchased all new furniture for our home. Since then, our bed has broken twice! Last week Bob's came out to fix the bed. It's broken again. Our recliner has to be replaced as well. Today, I found out that one of our dining room chairs is broken! I am in a wheelchair so it is only used when guests come over! This is outrageous. I keep having to pay for repairs. When I called, the person went on and on about the [redacted] and warranty. No, I didn't buy it. However, if your furniture only lasts two years that speaks volumes about the quality. Never again will I order from Bob's.
size="3">
We are very sorry for the multiple delivery attempts you have had
to endure. I do see those attempts
listed on your account. I believe that
the offer of compensation was a fair offer.
We do not normally offer compensation as a refund for multiple delivery
attempts.
In an attempt to make this right for you I am willing to go above
what our standard procedure is and offer you the compensation as a refund back
to your original credit card. While this
is not normal practice, I do feel that it is warranted in your case. It would be for the amount that was
previously discussed with you, $75. I
have canceled the request for the gift card and set up the refund paperwork for
the $75. This will be final compensation
and the amount in non negotiable. I hope
that you find this to be a fair compromise between what has been offered and
what you requested in your complaint.
I
have created all the necessary paperwork for you in advance in an effort to
make this as easy for you as possible – once the original credit card number is
entered into the transactions the refund(s) should process back to you within
5-7 business days.
o Anytime after 10am
and before 9pm Dial ###-###-####
o Press the number
one (1) on your keypad when you hear Bobs voice.
o When the office
person picks up explain that you are calling to get a refund processed to your
credit card and provide them this order number: [redacted]
o At that point they
will take the credit card information from you and complete the processing,
this can only be refunded to the original credit card MC ending in [redacted]
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Liaison
Bob’s Discount Furniture
Afternoon Revdex.com,
Please pass on our sincerest
apologies for the troubling experience our customer has endured while
anticipating the delivery of the sofas. We take full ownership and responsibility
for this concern and assure our customer that it was never our intention to fail
on fulfilling the order for the sofas.
At this time the customer’s account
reflects that the order has been canceled and a refund processed on 11.14.2015.
Our greatest loss is and will remain loosing our customer’s trust in our
business and while we understand that there is nothing that will make the
failure our customer experienced OK, we do want to offer our customer a token
of our apology.
The sales order that was purchased from our regularly stocked merchandise
(tables and rug) carried a delivery fee of $99.99 and we would be happy to
provide our customer with a gift card to Bobs Discount Furniture in this
amount. We understand the importance of earning our customer’s trust back and
proving to our customer that delivery 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. 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 in store outlet locations as our free gift of apology with use of
the gift card.
We apologize again for our failure
in not being able to fully process the promised order and do hope our customer will
accept our deepest apologies and compensation offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Clearly bobs furniture is trying to cover up something .I'm guessing my pictures of a brand new matters are not showing mold mold because when the mattress was delivered it was dragged from the truck to my apartment in the rain my bldg has cameras and videos can be requested of the delivery process. I have been sleeping on the floor since being made aware of the issue. The bed currently still in my home has fumes coming from it. The credit we were given was for the inconvenience we have had to I'm sure since the 15 of August.I have reached out to multiple supervisors to have the bed removed from my home,after making us aware of the possibility they no longer reached out to us about the problem. They have disregarded me and my family we have dealt with disrespectful customers service reps every time we've ordered something they have made some type of mistake ,which is probably why our bed was mold infested. All phone calls are recorded from bobs furniture we are asking that u request to review all calls so tht you can see the horrible professionalism of this company. Today they came to our home refusing to replace the items they so called credited us for.the same delivery guys that gave us the molded bed in the same truck came to deliver only a bed protector and refused to pick up the mattress. They have lied to us and showed pure negligence on more than one occasion.the matters is still in our home and we are still sleeping on the floor. Bobs have given us 3 different days they were supposed to come and get the mattress and had my husband miss 3 days of work . I am anpregnant woman constantly being stressed out and badgered by bobs customers representatives,I have begged them and pleaded for them to fix the problem they caused. I give Revdex.com all rights to review all phone calls made and received by bobs discount furniture concerning this matter.as I have nothing to hide. I am only asking that they handle the situation as professionals which they have failed to do. I was also only credited for making a complaint about my expensive silk sheet set being affected by the mold and with that extra credit bobs supposedly gave me I had enough for a bed free which was only a small difference and not nearly the amount my sheet sets were worth. In addition to the fact that I have been discomforts and my health put at risk. They have yet to comply with anything and have only made matters worse as I continue to sleep uncomfortably.i
Complaint: 11637122
I am rejecting this response because:
Sincerely,
Darina Medina
Complaint: [redacted]
I am rejecting this response because
The offer Bobs Discount Furniture claim to offer does not exist.
When I called on the 1/4, 1/25, 2/26 and 3/29, their customer service, Aileen and Brisn the representative
told me their was nothing they can do for me.
I want them to look at the table,
If they are willing to contact me via email to arrange for someone to look at the table.
That would be awesome.
Thanks
Sincerely,
[redacted]
Please pass on our sincerest apologies for the confusion
our customer has experienced from us. Our outlet inventory listed on line is an
entirely different level of inventory/operating system then the merchandise we
have to offer via our show rooms.
The only order I can see within this customer’s account
for a rug from the order that had been previously canceled. If the new rug the
customer is referring to is also online outlet merchandise (like their first
rug) then the order must be made thru our website by the consumer. We are not
permitted to make phone orders for this type of merchandise as there are
inventory counters attached to the merchandise that update themselves when a
new order is issued thru the website. I apologize to our customer that due to
our literal system restraints we were unable to process them a new order for another
rug from our online outlet store.
At this time I can convey that we have already arranged
to have the $100.00 store credit re –issued on a Bobs Gift Card number (we had
to make an entirely new gift card for this concern which can take anywhere from
7-10 days for any customer) that will arrive to our customer’s email address [redacted] –looks
different from the one given to Revdex.com) within the following 48-72 business hours.
As a form of compensation for this inconvenience we will
agree to refund any delivery fee paid towards a completed order specifically
& only for the cost of a rug after
that delivery has successfully taken place.
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]
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]
face="Calibri">Good Morning Revdex.com,
Our records
show no indication of any “debit” made by us to this customer’s financing
account. Can you please ask the customer to submit the documentation they have
referenced to the Revdex.com showing that our company debited their financing account
after the credit we sent back on 1.07.2016?
At this time I
have located the commentary from our agent that the customer also referenced in
their posting and it leads me to believe that the customer is experiencing confusion
based on how Wells Fargo sets up their billing statement. Please see below as
the agent illustrates communicating that the original charge is probably still
listed along with the credit we sent back:
1-29-16 944a - spw cust [redacted] states he is looking at his
statement online for WF and there is a charge for the del fee after the credit
was submitted. asked cust to look at the rest of the charges to see if there
was another del fee charged. he does not see another one. advised this may be
to offset the credit to show that this was charged to him and the credit to
offset that del fee. cust will wait till everything is delivered to confirm
that all amounts are correct. [redacted]
Above Comments Added By [redacted] On 01/29/2016 at 09:46
We are happy to research this further once we are provided evidence
from the customer, as of now we show only the credit we sent back and dispute
that we made any additional debit to this person’s [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
mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good
Afternoon Revdex.com,
We
apologize that the customer is experiencing any disappointment while trying to
use the protection plan they purchased from us. [redacted] ([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.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.
In
this consumer’s specific case I have attached the terms and conditions
([redacted] provides) for your review. Please see the below section on the left
side of the page via page number three (3) of the terms and conditions page:
•
Repairs necessitated by intentional physical damage, acts of nature, fire,
burglary,
theft, vandalism, collision, spilled liquids (unless specifically stated),
corrosion,
animal and insect infestation (including pet damage of any kind other
than
pet bodily fluids that may be covered or specifically stated under the Plan),
misuse,
neglect, mishandling and abuse.
Again
as the additional coverage this customer elected to purchase at the time of
sale is not honored directly through Bobs Discount Furniture, our company has no
bearing on another company’s choice to approve or deny coverage under their own
guidelines. As we haven’t viewed photographic evidence of the damage it isn’t appropriate
for our company to speculate further as to why the [redacted] company considers
the claim for nail polish to be intentional, preventable or an act of neglect.
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 and dispute
the claim with [redacted] on their behalf should we feel necessary
and applicable.
At
this time we ask that the customer provide photographic evidence via this Revdex.com
channel of the nail polish damage. Regretfully if this inspection indicates
stains that could be determined preventable under [redacted]’s terms and
conditions we will be unable to help further facilitate a dispute between our
company and the [redacted] company.
To
move forward please advise the customer that we require a minimum of two (2)
pictures (in color) for each item that is listed in the report to [redacted]. I
have listed the requirements below to ensure our request is specifically
notated:
-2 Photos of the Sofa
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
1 mark on this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- 1 Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
1 mark on this item then more pictures may be necessary.
(Minimum of 4 photos please)
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer.
Good Morning Revdex.com,
size="3">Please pass on our apologies to our customer for any
confusion that may be present regarding the mattress/spring concern. Our
recordings/ records provide evidence that the customer informed us that they
(themselves) caused this spring damage to their mattress during a move. This
mattress was also not delivered by our company; it was picked up and handled
directly by the customer after purchase.
Our service technician reported no defects within this
mattress upon inspection and as a courtesy the damage the customer told us they
committed was serviced while we were in the home at no charge. No further
recourse was offered under the warranty coverage as the nature of the concern
did not stem from a defect. We do not commonly service customer cause damages
and we apologize that the customer remains unhappy with our technician’s
workmanship as we did the best we could to make the mattress a usable sleep
surface again.
At this time we are still unable to offer a full replacement
of the mattress due to the facts listed above. As another extreme courtesy we
can offer to provide the customer with a Bobs Discount Furniture Gift Card in
the amount of 50% of the original cost paid towards the mattress. We make this
offer as a one time courtesy because the customer is unhappy with our
technician’s workmanship. Regretfully the warranty coverage does not apply to
this circumstance as the spring was not popped due to a defect in workmanship.
Should the customer wish to accept our offer for the courtesy gift card (so
that we can assist to the best of our ability in getting the customer another
mattress) I have listed the outline below for their review. Please instruct the
customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress at.
Original Invoice shows mattress price as $227.51
50% of $227.51 = $113.75.
Bobs Discount Furniture Gift Card for $113.75 (if accepted) can be
mailed to:
[redacted] / [redacted] / [redacted]
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest
apologies to our customer for any disappointment they have experienced while
seeking to use the protection they purchased at the time of sale. Our
customer’s account indicates that this merchandise was delivered on 07/02/2013
and the last time we (Bobs Discount Furniture) were out to the residence was on
12.19.2014 (over 1 year ago).
Please know that this customer
previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our
customer.
I am copy/pasting our response from their original claim as it
remains the same as it was 1 year ago. Please note our records do not depict receiving
any other communications from this customer directly, since last year.
If needed Revdex.com please refer to the older
claim number [redacted] attachments as well.
Good
Morning Revdex.com,
We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted]s 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.
We provide a general flyer at the time of sale that very clearly
indicates there are some exclusion(s) to the protection plan and the document
further encourages the consumer to read their full plan documents for the list
of exclusions. As the manager of the plan, [redacted] is responsible for sending
the consumer the plan documents. Should the customer decide that they would
like to review the complete plan documents as the flyer suggests and they don’t
have these documents, we assume (as any retailer would) that the customer would
then try and obtain said documents for review. Had we been made aware of the
need for these terms and conditions we most certainly would have provided them
upon any request. As it is not typically a document we provide we literally
have no way of knowing whether the consumer has received the complete plan or
not and we see no reason not to trust that [redacted] is continually sending
these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales
flyer (we provided at the time of sale) and the terms and conditions ([redacted]
provides) for your review. Please see the below section as this is clearly
listed under the exclusions of coverage section (starts on page 2 and continues
to page 3) within the protection plan:
EXCLUSIONS TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded on split hides used in seating
areas.
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 and dispute
the claim with [redacted] on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this
Revdex.com channel of the damage. As stated in the terms and conditions [redacted]’s
rule is that seam separations are not covered. Further reading of the terms and
conditions page will also indicate that an accident needs to be reported for
any occurrence to be covered. [redacted] has disclosed to us that the report the
customer gave them indicated seam separations (not covered) and the customer
did not provide them with any indication of an accident occurring c**sing the
damage they reported. Regretfully if more, appropriate information is not
presented from the customer we will be unable to help further facilitate a dispute
between our company and the [redacted] company.
To move forward please advise the customer that we require a minimum of four
(4) pictures (in color) for each item that is listed in the report to [redacted].
I have listed the requirements below to ensure our request is specifically
notated:
-Minimum 4 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Sincerely,
Stephanie G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Hi thank you so much for the hell I appreciate it more then anything. Here is some information it is all under my husbands name. His name is [redacted], address [redacted], customer ID will be under ###-###-####. But please contact me at ###-###-####. He is very upset with the situation, and would perfer me to deal with this. Thank you again.
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-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer. We are very sorry that this was not already
corrected for this customer and we appreciate the Revdex.com bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Hello,
I received an email from someone @ Bobs. Please see attachment. Thanks
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Dennis,
yes;">
I’m sorry to learn of the frustration you are experiencing with
your product and assure you that should you be experiencing any factory defect
concern Bobs Discount Furniture truly wants to help you move forward under the
provisions of your ‘Goof Proof Plus’ protection plan.
In regards to the calls and visits you have been receiving for
payment, these are in no way related to Bobs Discount Furniture. As a consumer
and an individual you made a choice and signed a payment agreement with a
company called ‘Acceptance Now’ at the time of purchase. The debt you owe to
this company is not the concern or responsibility of Bobs Discount Furniture
nor are we permitted into the recordings or actions of this third party
company. Should you continue to not honor the contractual agreement you signed
with this company you can expect that the dispute and action from ‘Acceptance
Now’ will surely continue.
I apologize if you have had continued trouble getting thru to our
Customer Care Offices as you have cited that you have attempted to reach out to
us multiple times. We have been continually receiving incoming customer calls
into our call center everyday with no reported systems issues. The last record
we have under your account is from a technician that visited your home on
12.19.2014 to address a concern you had with the left side facing sofa. This
technician did not report finding any defects within this item and indicated to
us that he could not complete a courtesy repair as the concern was not the
result of a defect and the repair time would have held him in your home for
three hours plus. Your warranty thru Bobs Discount Furniture is for
coverage on factory defect concerns only.
As an extreme one time courtesy we have uploaded the necessary
paperwork to your customer account to replace the left arm facing sofa for you
with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our
technician’s report and should a concern present itself in the future where our
factory trained professional deems no manufacturing defect present Bobs
Discount Furniture will be unable to provide you with an option for recourse.
As I am certain our incoming Customer Care phone lines are working
at full capacity please contact our Customer Care Offices to schedule a
delivery date that works best for you, based off of the product’s availability.
Customer Care is available to you via [redacted] (Mon – Sat:
6:30am -8:00pm or Sunday 10:30am -7:00pm).
Sincerely,
[redacted]orporate Liaison
Bobs Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the
disappointment this customer is experiencing with their product as well as the
delay in shipment of the replacement parts.
The ‘Goof Proof Plus’ plan is a protection plan that is
offered and managed thru two different companies. Bobs Discount Furniture and
[redacted] Protection Products partner together to provide the coverage for our
customers and there are terms and conditions (as with any other protection
program) set in place to keep resolutions fair for all consumers alike. This
customer is aware of that fact as they have also made claims for service thru
the [redacted] company. The terms and conditions of the plan are not something
one company can overturn has they are agreed to by all parties involved and
provide a sustainable amount of fairness in the marketplace.
The price paid for the plan vs. the price paid for the
merchandise is enough of a depiction as to why the plan is fulfilled when the
item has been replaced once (outside of the Bobs Discount Furniture direct warranty
period). For example this would be a full replacement on a $399.00 sofa under a
plan the customer paid $49.99 for, it is more than reasonable to expect that a
one time replacement fulfills the parameters of this plan.
We never anticipated that the part order would take this
long to arrive to our customer and we remain very sorry that the seating on
their sofa is causing so much concern. We have been reaching out to the vendor
who is shipping these seats to us and have been unable to receive an update on the
parts shipment ETA. We are still actively working on getting a response for
this and can continue to offer replacement parts as a possible option for
resolution.
We no longer carry the exact model sofa that the customer
has in the home as we now carry the ‘Maggie II’ in its place. If the customer
is looking to replace the item and forgo any further wait on the parts order we
can understand that and a store credit for the price paid on the item will have
to be entered to allow the customer to reselect to a different item.
We can make the following offer for resolution – please have
the customer review it and if they find all terms and conditions satisfactory
we will create the credit upon receiving their ‘satisfied’ response via Revdex.com. They can expect their credit to be active approximately
3 days after the response is sent.
Reselection Option for Resolution:
Price
paid for the sofa = $399.00, we will enter a store credit for this amount (**
State Law does not allow original taxes to be credited after an item has been
in the home over 120 days).
Once
the credit is entered, the customer can visit any Bobs Discount Furniture
Showroom and provide their sales person with their credit number and select a
different item that may suit their quality expectations better.
We will
expect to remove the current sofa they maintain in the home on the same date we
deliver the new item and we will cover the cost of delivering the new
merchandise selected as a courtesy.
As an
additional courtesy we will also put the original monies paid for the five year
protection plan onto the store credit, in all fairness this replacement should
fulfill the protection plan however we understand the inconvenience the
extended wait on parts has caused our customer and will agree to add this
credit out of the extreme care we display for our customers.
IN ACCEPTING THIS OFFER OF
COURTESY (CREDIT FOR PLAN): the consumer should understand that they are
agreeing that this is being done as a courtesy and for all future occurrences
of claim they are agreeing to follow the terms and conditions set forth under
the Goof Proof Plus Plan.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had to go through
so much to have this service completed.
I do see that there were add-ons requested that were not able to be accommodated. We are sorry if this was not correctly
explained to the customer. When it is a
quality of life issue, as this was, we fully expect that we will be able to get
the add-on completed. In this case, they
were just not able to find a tech in the area with time available. The first day we were able to get for this customer
was 7/28/16 and sadly that day the customer was not available.
The account indicates that we were able to get the service
completed on 7/30/16. The technician was able to replace the remote
with the customer’s spare remote. The
bed is in working order now. If the
customer has any outstanding questions or concerns please reply through the Revdex.com
mediation service.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Two years ago my boyfriend and I purchased all new furniture for our home. Since then, our bed has broken twice! Last week Bob's came out to fix the bed. It's broken again. Our recliner has to be replaced as well. Today, I found out that one of our dining room chairs is broken! I am in a wheelchair so it is only used when guests come over! This is outrageous. I keep having to pay for repairs. When I called, the person went on and on about the [redacted] and warranty. No, I didn't buy it. However, if your furniture only lasts two years that speaks volumes about the quality. Never again will I order from Bob's.
Good Afternoon [redacted]
size="3">
We are very sorry for the multiple delivery attempts you have had
to endure. I do see those attempts
listed on your account. I believe that
the offer of compensation was a fair offer.
We do not normally offer compensation as a refund for multiple delivery
attempts.
In an attempt to make this right for you I am willing to go above
what our standard procedure is and offer you the compensation as a refund back
to your original credit card. While this
is not normal practice, I do feel that it is warranted in your case. It would be for the amount that was
previously discussed with you, $75. I
have canceled the request for the gift card and set up the refund paperwork for
the $75. This will be final compensation
and the amount in non negotiable. I hope
that you find this to be a fair compromise between what has been offered and
what you requested in your complaint.
I
have created all the necessary paperwork for you in advance in an effort to
make this as easy for you as possible – once the original credit card number is
entered into the transactions the refund(s) should process back to you within
5-7 business days.
o Anytime after 10am
and before 9pm Dial ###-###-####
o Press the number
one (1) on your keypad when you hear Bobs voice.
o When the office
person picks up explain that you are calling to get a refund processed to your
credit card and provide them this order number: [redacted]
o At that point they
will take the credit card information from you and complete the processing,
this can only be refunded to the original credit card MC ending in [redacted]
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Liaison
Bob’s Discount Furniture
Good...
Afternoon Revdex.com,
Please pass on our sincerest
apologies for the troubling experience our customer has endured while
anticipating the delivery of the sofas. We take full ownership and responsibility
for this concern and assure our customer that it was never our intention to fail
on fulfilling the order for the sofas.
At this time the customer’s account
reflects that the order has been canceled and a refund processed on 11.14.2015.
Our greatest loss is and will remain loosing our customer’s trust in our
business and while we understand that there is nothing that will make the
failure our customer experienced OK, we do want to offer our customer a token
of our apology.
The sales order that was purchased from our regularly stocked merchandise
(tables and rug) carried a delivery fee of $99.99 and we would be happy to
provide our customer with a gift card to Bobs Discount Furniture in this
amount. We understand the importance of earning our customer’s trust back and
proving to our customer that delivery 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. 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 in store outlet locations as our free gift of apology with use of
the gift card.
We apologize again for our failure
in not being able to fully process the promised order and do hope our customer will
accept our deepest apologies and compensation offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Clearly bobs furniture is trying to cover up something .I'm guessing my pictures of a brand new matters are not showing mold mold because when the mattress was delivered it was dragged from the truck to my apartment in the rain my bldg has cameras and videos can be requested of the delivery process. I have been sleeping on the floor since being made aware of the issue. The bed currently still in my home has fumes coming from it. The credit we were given was for the inconvenience we have had to I'm sure since the 15 of August.I have reached out to multiple supervisors to have the bed removed from my home,after making us aware of the possibility they no longer reached out to us about the problem. They have disregarded me and my family we have dealt with disrespectful customers service reps every time we've ordered something they have made some type of mistake ,which is probably why our bed was mold infested. All phone calls are recorded from bobs furniture we are asking that u request to review all calls so tht you can see the horrible professionalism of this company. Today they came to our home refusing to replace the items they so called credited us for.the same delivery guys that gave us the molded bed in the same truck came to deliver only a bed protector and refused to pick up the mattress. They have lied to us and showed pure negligence on more than one occasion.the matters is still in our home and we are still sleeping on the floor. Bobs have given us 3 different days they were supposed to come and get the mattress and had my husband miss 3 days of work . I am anpregnant woman constantly being stressed out and badgered by bobs customers representatives,I have begged them and pleaded for them to fix the problem they caused. I give Revdex.com all rights to review all phone calls made and received by bobs discount furniture concerning this matter.as I have nothing to hide. I am only asking that they handle the situation as professionals which they have failed to do. I was also only credited for making a complaint about my expensive silk sheet set being affected by the mold and with that extra credit bobs supposedly gave me I had enough for a bed free which was only a small difference and not nearly the amount my sheet sets were worth. In addition to the fact that I have been discomforts and my health put at risk. They have yet to comply with anything and have only made matters worse as I continue to sleep uncomfortably.i
Complaint: 11637122
I am rejecting this response because:
Sincerely,
Darina Medina
Complaint: [redacted]
I am rejecting this response because
The offer Bobs Discount Furniture claim to offer does not exist.
When I called on the 1/4, 1/25, 2/26 and 3/29, their customer service, Aileen and Brisn the representative
told me their was nothing they can do for me.
I want them to look at the table,
If they are willing to contact me via email to arrange for someone to look at the table.
That would be awesome.
Thanks
Sincerely,
[redacted]
size="3">
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the confusion
our customer has experienced from us. Our outlet inventory listed on line is an
entirely different level of inventory/operating system then the merchandise we
have to offer via our show rooms.
The only order I can see within this customer’s account
for a rug from the order that had been previously canceled. If the new rug the
customer is referring to is also online outlet merchandise (like their first
rug) then the order must be made thru our website by the consumer. We are not
permitted to make phone orders for this type of merchandise as there are
inventory counters attached to the merchandise that update themselves when a
new order is issued thru the website. I apologize to our customer that due to
our literal system restraints we were unable to process them a new order for another
rug from our online outlet store.
At this time I can convey that we have already arranged
to have the $100.00 store credit re –issued on a Bobs Gift Card number (we had
to make an entirely new gift card for this concern which can take anywhere from
7-10 days for any customer) that will arrive to our customer’s email address [redacted] –looks
different from the one given to Revdex.com) within the following 48-72 business hours.
As a form of compensation for this inconvenience we will
agree to refund any delivery fee paid towards a completed order specifically
& only for the cost of a rug after
that delivery has successfully taken place.
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]
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]
face="Calibri">Good Morning Revdex.com,
Our records
show no indication of any “debit” made by us to this customer’s financing
account. Can you please ask the customer to submit the documentation they have
referenced to the Revdex.com showing that our company debited their financing account
after the credit we sent back on 1.07.2016?
At this time I
have located the commentary from our agent that the customer also referenced in
their posting and it leads me to believe that the customer is experiencing confusion
based on how Wells Fargo sets up their billing statement. Please see below as
the agent illustrates communicating that the original charge is probably still
listed along with the credit we sent back:
1-29-16 944a - spw cust [redacted] states he is looking at his
statement online for WF and there is a charge for the del fee after the credit
was submitted. asked cust to look at the rest of the charges to see if there
was another del fee charged. he does not see another one. advised this may be
to offset the credit to show that this was charged to him and the credit to
offset that del fee. cust will wait till everything is delivered to confirm
that all amounts are correct. [redacted]
Above Comments Added By [redacted] On 01/29/2016 at 09:46
We are happy to research this further once we are provided evidence
from the customer, as of now we show only the credit we sent back and dispute
that we made any additional debit to this person’s [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
mso-bidi-theme-font: minor-latin; mso-themecolor: text1;">Good
Afternoon Revdex.com,
We
apologize that the customer is experiencing any disappointment while trying to
use the protection plan they purchased from us. [redacted] ([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.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.
In
this consumer’s specific case I have attached the terms and conditions
([redacted] provides) for your review. Please see the below section on the left
side of the page via page number three (3) of the terms and conditions page:
•
Repairs necessitated by intentional physical damage, acts of nature, fire,
burglary,
theft, vandalism, collision, spilled liquids (unless specifically stated),
corrosion,
animal and insect infestation (including pet damage of any kind other
than
pet bodily fluids that may be covered or specifically stated under the Plan),
misuse,
neglect, mishandling and abuse.
Again
as the additional coverage this customer elected to purchase at the time of
sale is not honored directly through Bobs Discount Furniture, our company has no
bearing on another company’s choice to approve or deny coverage under their own
guidelines. As we haven’t viewed photographic evidence of the damage it isn’t appropriate
for our company to speculate further as to why the [redacted] company considers
the claim for nail polish to be intentional, preventable or an act of neglect.
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 and dispute
the claim with [redacted] on their behalf should we feel necessary
and applicable.
At
this time we ask that the customer provide photographic evidence via this Revdex.com
channel of the nail polish damage. Regretfully if this inspection indicates
stains that could be determined preventable under [redacted]’s terms and
conditions we will be unable to help further facilitate a dispute between our
company and the [redacted] company.
To
move forward please advise the customer that we require a minimum of two (2)
pictures (in color) for each item that is listed in the report to [redacted]. I
have listed the requirements below to ensure our request is specifically
notated:
-2 Photos of the Sofa
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
1 mark on this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- 1 Picture that clearly shows the damage marks at close range with a
measurement confirmation (ruler or tape measure present) if there is more than
1 mark on this item then more pictures may be necessary.
(Minimum of 4 photos please)
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
size="3">Please pass on our apologies to our customer for any
confusion that may be present regarding the mattress/spring concern. Our
recordings/ records provide evidence that the customer informed us that they
(themselves) caused this spring damage to their mattress during a move. This
mattress was also not delivered by our company; it was picked up and handled
directly by the customer after purchase.
Our service technician reported no defects within this
mattress upon inspection and as a courtesy the damage the customer told us they
committed was serviced while we were in the home at no charge. No further
recourse was offered under the warranty coverage as the nature of the concern
did not stem from a defect. We do not commonly service customer cause damages
and we apologize that the customer remains unhappy with our technician’s
workmanship as we did the best we could to make the mattress a usable sleep
surface again.
At this time we are still unable to offer a full replacement
of the mattress due to the facts listed above. As another extreme courtesy we
can offer to provide the customer with a Bobs Discount Furniture Gift Card in
the amount of 50% of the original cost paid towards the mattress. We make this
offer as a one time courtesy because the customer is unhappy with our
technician’s workmanship. Regretfully the warranty coverage does not apply to
this circumstance as the spring was not popped due to a defect in workmanship.
Should the customer wish to accept our offer for the courtesy gift card (so
that we can assist to the best of our ability in getting the customer another
mattress) I have listed the outline below for their review. Please instruct the
customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress at.
Original Invoice shows mattress price as $227.51
50% of $227.51 = $113.75.
Bobs Discount Furniture Gift Card for $113.75 (if accepted) can be
mailed to:
[redacted] / [redacted] / [redacted]
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our sincerest
apologies to our customer for any disappointment they have experienced while
seeking to use the protection they purchased at the time of sale. Our
customer’s account indicates that this merchandise was delivered on 07/02/2013
and the last time we (Bobs Discount Furniture) were out to the residence was on
12.19.2014 (over 1 year ago).
Please know that this customer
previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our
customer.
I am copy/pasting our response from their original claim as it
remains the same as it was 1 year ago. Please note our records do not depict receiving
any other communications from this customer directly, since last year.
If needed Revdex.com please refer to the older
claim number [redacted] attachments as well.
Good
Morning Revdex.com,
We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted]s 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.
We provide a general flyer at the time of sale that very clearly
indicates there are some exclusion(s) to the protection plan and the document
further encourages the consumer to read their full plan documents for the list
of exclusions. As the manager of the plan, [redacted] is responsible for sending
the consumer the plan documents. Should the customer decide that they would
like to review the complete plan documents as the flyer suggests and they don’t
have these documents, we assume (as any retailer would) that the customer would
then try and obtain said documents for review. Had we been made aware of the
need for these terms and conditions we most certainly would have provided them
upon any request. As it is not typically a document we provide we literally
have no way of knowing whether the consumer has received the complete plan or
not and we see no reason not to trust that [redacted] is continually sending
these documents as many claims for coverage are routinely approved.In this consumer’s specific case I have attached both the sales
flyer (we provided at the time of sale) and the terms and conditions ([redacted]
provides) for your review. Please see the below section as this is clearly
listed under the exclusions of coverage section (starts on page 2 and continues
to page 3) within the protection plan:
EXCLUSIONS TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded on split hides used in seating
areas.
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 and dispute
the claim with [redacted] on their behalf should we feel necessary.
At this time we ask that the customer provide photographic evidence via this
Revdex.com channel of the damage. As stated in the terms and conditions [redacted]’s
rule is that seam separations are not covered. Further reading of the terms and
conditions page will also indicate that an accident needs to be reported for
any occurrence to be covered. [redacted] has disclosed to us that the report the
customer gave them indicated seam separations (not covered) and the customer
did not provide them with any indication of an accident occurring c**sing the
damage they reported. Regretfully if more, appropriate information is not
presented from the customer we will be unable to help further facilitate a dispute
between our company and the [redacted] company.
To move forward please advise the customer that we require a minimum of four
(4) pictures (in color) for each item that is listed in the report to [redacted].
I have listed the requirements below to ensure our request is specifically
notated:
-Minimum 4 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Sincerely,
Stephanie G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Hi thank you so much for the hell I appreciate it more then anything. Here is some information it is all under my husbands name. His name is [redacted], address [redacted], customer ID will be under ###-###-####. But please contact me at ###-###-####. He is very upset with the situation, and would perfer me to deal with this. Thank you again.
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-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer. We are very sorry that this was not already
corrected for this customer and we appreciate the Revdex.com bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Hello,
I received an email from someone @ Bobs. Please see attachment. Thanks
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Dennis,
yes;">
I’m sorry to learn of the frustration you are experiencing with
your product and assure you that should you be experiencing any factory defect
concern Bobs Discount Furniture truly wants to help you move forward under the
provisions of your ‘Goof Proof Plus’ protection plan.
In regards to the calls and visits you have been receiving for
payment, these are in no way related to Bobs Discount Furniture. As a consumer
and an individual you made a choice and signed a payment agreement with a
company called ‘Acceptance Now’ at the time of purchase. The debt you owe to
this company is not the concern or responsibility of Bobs Discount Furniture
nor are we permitted into the recordings or actions of this third party
company. Should you continue to not honor the contractual agreement you signed
with this company you can expect that the dispute and action from ‘Acceptance
Now’ will surely continue.
I apologize if you have had continued trouble getting thru to our
Customer Care Offices as you have cited that you have attempted to reach out to
us multiple times. We have been continually receiving incoming customer calls
into our call center everyday with no reported systems issues. The last record
we have under your account is from a technician that visited your home on
12.19.2014 to address a concern you had with the left side facing sofa. This
technician did not report finding any defects within this item and indicated to
us that he could not complete a courtesy repair as the concern was not the
result of a defect and the repair time would have held him in your home for
three hours plus. Your warranty thru Bobs Discount Furniture is for
coverage on factory defect concerns only.
As an extreme one time courtesy we have uploaded the necessary
paperwork to your customer account to replace the left arm facing sofa for you
with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our
technician’s report and should a concern present itself in the future where our
factory trained professional deems no manufacturing defect present Bobs
Discount Furniture will be unable to provide you with an option for recourse.
As I am certain our incoming Customer Care phone lines are working
at full capacity please contact our Customer Care Offices to schedule a
delivery date that works best for you, based off of the product’s availability.
Customer Care is available to you via [redacted] (Mon – Sat:
6:30am -8:00pm or Sunday 10:30am -7:00pm).
Sincerely,
[redacted]orporate Liaison
Bobs Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the
disappointment this customer is experiencing with their product as well as the
delay in shipment of the replacement parts.
The ‘Goof Proof Plus’ plan is a protection plan that is
offered and managed thru two different companies. Bobs Discount Furniture and
[redacted] Protection Products partner together to provide the coverage for our
customers and there are terms and conditions (as with any other protection
program) set in place to keep resolutions fair for all consumers alike. This
customer is aware of that fact as they have also made claims for service thru
the [redacted] company. The terms and conditions of the plan are not something
one company can overturn has they are agreed to by all parties involved and
provide a sustainable amount of fairness in the marketplace.
The price paid for the plan vs. the price paid for the
merchandise is enough of a depiction as to why the plan is fulfilled when the
item has been replaced once (outside of the Bobs Discount Furniture direct warranty
period). For example this would be a full replacement on a $399.00 sofa under a
plan the customer paid $49.99 for, it is more than reasonable to expect that a
one time replacement fulfills the parameters of this plan.
We never anticipated that the part order would take this
long to arrive to our customer and we remain very sorry that the seating on
their sofa is causing so much concern. We have been reaching out to the vendor
who is shipping these seats to us and have been unable to receive an update on the
parts shipment ETA. We are still actively working on getting a response for
this and can continue to offer replacement parts as a possible option for
resolution.
We no longer carry the exact model sofa that the customer
has in the home as we now carry the ‘Maggie II’ in its place. If the customer
is looking to replace the item and forgo any further wait on the parts order we
can understand that and a store credit for the price paid on the item will have
to be entered to allow the customer to reselect to a different item.
We can make the following offer for resolution – please have
the customer review it and if they find all terms and conditions satisfactory
we will create the credit upon receiving their ‘satisfied’ response via Revdex.com. They can expect their credit to be active approximately
3 days after the response is sent.
Reselection Option for Resolution:
Price
paid for the sofa = $399.00, we will enter a store credit for this amount (**
State Law does not allow original taxes to be credited after an item has been
in the home over 120 days).
Once
the credit is entered, the customer can visit any Bobs Discount Furniture
Showroom and provide their sales person with their credit number and select a
different item that may suit their quality expectations better.
We will
expect to remove the current sofa they maintain in the home on the same date we
deliver the new item and we will cover the cost of delivering the new
merchandise selected as a courtesy.
As an
additional courtesy we will also put the original monies paid for the five year
protection plan onto the store credit, in all fairness this replacement should
fulfill the protection plan however we understand the inconvenience the
extended wait on parts has caused our customer and will agree to add this
credit out of the extreme care we display for our customers.
IN ACCEPTING THIS OFFER OF
COURTESY (CREDIT FOR PLAN): the consumer should understand that they are
agreeing that this is being done as a courtesy and for all future occurrences
of claim they are agreeing to follow the terms and conditions set forth under
the Goof Proof Plus Plan.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison