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
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
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 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
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.
Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Will NEVER purchase from Bob's again!
Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day. Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception. Got phone call Monday, not being delivered. My husband and I spoke with 2 different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery. A manager is supposed to call us back before 1pm, but doubtful. So now my husband has taken 2 days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Good Afternoon,
I spoke with Ms. [redacted] yesterday, June 28, 2014 in regard to her complaint involving bed bugs. As she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home...
for 18 months and only first notified us of her concerns, last week. In addition she resides in a 240 unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's.
Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks.
We empathize with Ms. [redacted]'s plight however, we have no recourse to offer.
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery. We are very sorry
for the error in having only one foundation sent out instead of the necessary
pair. That has been corrected and the
delivery has been completed.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have offered a refund on the delivery fee and that offer has
been accepted as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no
further action is required from the customer at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
line-height: 15pt;">We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our apologies to our customer for any disappointment they are
encountering while seeking resolution under the protection plan purchased from
us.
As we indicate on several documents provided and the time of purchase and via
our website (link below) the accidental damage coverage provided under this
plan is honored thru the [redacted] company, not Bobs Discount Furniture. [redacted]
Our records show that we (Bobs Discount Furniture) were made aware of this
customer’s concern on 1.13.2016 and in following the terms of the protection
plan purchased – arranged for a technician to be dispatched to this customer’s
residence on 1.20.2016. Our technician’s report is posted below and indicates
that the merchandise has been severely damaged within its environment.
Per Tech James
Time in - 0920
Time out - CIFR 0940
CIFR cust had company and rqt'd tech leave after svc.
sofa / center of the isb / completely crushed in,
causing the wood to push out through the osb.
CC/GOOD - looks as though somebody jumped on the sofa
center - wood in the osb is sticking out ~8". No recourse available,
unless through guardian.
lvst / front lsf leg / small scratch
MFG/GOOD - tech able to touch up - UTS - COMP - OK.
As indicated under the plan (and via the customer’s original sales invoice)
Bobs Discount Furniture is able to offer resolution for the concern of a
factory defect. We are very sorry that our customer is experiencing any concern
and apologize further that we are unable to offer recourse on an item that has
suffered damages unrelated to a factory defect concern.
Kindest Regards,
Stephanie
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] the name
on the order is [redacted] under phone number ###-###-####. With the delivery address of: [redacted]
Sincerely,
[redacted]
Please pass on our sincerest
apologies for any inconvenience this customer has experienced with their bed.
As we take our customer’s concerns very seriously I have pulled the call that
the customer references in their complaint and listened to the call in its entirety.
While we remain very sorry for inconveniences we caused to this customer the
recording does not support the information provided in the posting to you.
Here is what the customer posted:
“spoke
to a customer service rep while the service guy was at my house and he said we
will replace your bed "it is broken" ok no problem. I explained to
him that I am moving to not deliver anything he said that is fine we can
deliver to the new address.”
The call begins with the driver
calling in to tell our representative (Michael) that they do not believe they
can complete the stop in full with the parts they have been supplied with.
Ultimately the driver was explaining to Michael that it looks like the original
delivery team did not properly assemble the bed and the bed is sitting
lopsided, while he can exchange the bed railings (2 pieces of wood that attach
to the headboard/footboard) the driver
continues to describe that he doesn’t have the slats (wooden pieces that go
under the mattress/foundation for support) to completely correct the issue.
Michael continues to ask the driver the appropriate questions to ensure he is
clear as to what the driver is communicating and the driver proceeds to go
check his truck to ensure that he didn’t miss anything during his original
sweep. During the time the driver is away Michael apologizes to the customer
and the customer communicates his understandable aggravation that this concern
has yet to be resolved. When the driver returns to the line he again explains
to Michael that there is a slat connection part in the box however he cannot
complete the stop and correct the original assembly concern with the parts he
has. After Michael and the driver agree on the next best steps to take for the
customer’s benefit (the bed was certainly present in the home at this time) the
customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to
be replaced”. Michael then goes on to explain that he has asked the driver
to leave certain parts behind from their stop today so that when the whole bed
gets replaced “we can replace anything
that needs to be done”. The customer and Michael continue to talk about the
scheduling of the bed replacement and the driver is approved to leave, the
customer asks if they can contact us back to schedule because they have time
frame constraints for the first day available (which was a Tuesday). Michael
then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”.
There was never a mention of the customer
moving or any communication from Michael that would lead the customer to believe
that we did not intend on “replacing” and/or “exchanging” the current
merchandise that was in the home. There are several points of communication,
including the portion about us using the parts we instructed the driver to
leave behind if necessary, that verify we were arranging to have the bed
exchanged.
The word exchange is defined as: an act of giving one thing and receiving
another (especially of the same type or value) in return.
In the long run the merchandise in the home was paying
for the replacement of the bed under the terms of the manufacturing
warranty. As we
absolutely take responsibility and ownership for the mistakes that occurred
initially causing the customer so much inconvenience we made the customer a
courtesy offer in lieu of not being able to cover the cost of replacing a bed
in full that the customer disposed of on their own terms (outside of the
agreements made with our business).
We are willing- as an additional courtesy to
upgrade our original offer from 30% store credit towards the new bed to 50%
store credit towards the new bed and we will cover the cost of delivering and
assembling the new bed. This store credit can be processed in the form of a
Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards
any bed (really any item) that we offer, online or within our showrooms).
We apologize to the customer again for the
concerns we did cause overall and hope our customer can understand our position
as a business while we work to the best of our ability to meet the demands of
our customer.
If the customer would like to have the
upgraded courtesy offer processed please ask them to respond to the Revdex.com.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
We already provided these photos to you customer service team and spoke to them multiple times on this issue. You are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out process. Please refer to your CSR customer database or files for any further clarification you need to make you feel better about this issue. You may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of us. The foam has lost its viscosity.
We are not willing to work with you any further on this issue unless you are providing a full refund. You have burnt the bridge for us settling for a warranty replacement. We do not want any of your cheaply made products. I base this statement on other furniture we have purchased from you that are now falling apart. We are not the only ones with warranty issues from your company. There are hundreds of complaints all over the internet. You should do some research and correct these issues to better your after sales support. You are providing false advertising to the public and for that your company deserves to be punished legally.
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 to waive
delivery fee as compensation for the numerous phone calls and
miscommunications. We appreciate the Revdex.com
mediation in bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care Offices. Our records indicate that we are
scheduled to service this customer’s merchandise on 4.23.2015. The customer has
spoken to a member of our supervisory level regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
4.23.2015.
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourse. As the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defect. Should the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business.
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defect. The
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
While we apologize to our customer for any...
disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business [redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. This claim was
reported to Guardian as damage that occurred without the customer how it
occurred. Guardian is an insurance company;
they deal in facts only, Per the warranty guidelines all claims must be called
in within 30 days. This customer told
Guardian that it started happening months before. The claim was denied.
In an extreme effort to try to make this right for the
customer, we have set them up for a courtesy part order. This merchandise was purchase in October
2011. The customer’s warranty of one
year against manufacturing defects was over three years ago.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%3
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
Please review the below
communications –from the bottom up and log as our response to this concern.
The customer and I have
personally communicated several times and our business has done our very best
to offer this customer resolution on a concern that is occurring far beyond the
control of our business.
[redacted]My
last response to the customer is listed first ( directly below)[redacted]
On Friday, January 22, 2016 8:39
AM, "Gauthier, Stephanie" [redacted] wrote:
Good Morning [redacted]
I do apologize that my example was
not perceived as I had intended it to be. How about this:
If the item you purchase from us, we will say sofa, does not fit thru your
doorway when we come to deliver it – the responsibility of knowing the measurements
to your home does not fall on our salesperson. A salesperson cannot be expected
to know what the environment the merchandise is going into is going to look
like, nor is it reasonable to hold any retail associate (from any business)
liable for a concern that stems from the environment the merchandise is in and
literally beyond the control of that business.
We did not sell you a frame and the fact remains that the products
we did sell you have no manufacturing defect concern within them.
Our technician’s report as
recorded– is listed below:
time in 1240
time out 1246
alfredo
matt was sinking- due to the type of frame they have, they don’t
have slats or bar going across
matt was up to standards
frame was purchased from another store not from bobs and doesn’t
work out with matt, needs new frame
Above Comments Added By C[redacted]On 12/31/2015 at 12:47
As you can see our technician did
not indicate that there was any defect concern within your mattress or
foundation and with all due respect if your foundation is sagging it is truly
because you are not supplying it with the proper support it needs at this time.
We recommended proper support for your mattress by selling you the foundation,
what we didn’t sell you is what is causing your concern – as fully indicated by
our Service Professional. If you were to put your mattress and foundation onto
a level surface (or into a metal bed frame) with proper support you would soon
see that there is no concern of sagging present within the products purchased
from our business.
The bed protector you purchased –
as indicated on its packaging is designed to cover the mattress itself against
staining, ripping, tearing and other accidental events that could happen to the
mattress material itself. The claim you are seeking coverage on does not even
remotely apply to the protection purchased for the mattress.
We have made you the most fair and
adequate offer possible and I apologize to you that our business cannot take
responsibility for a product that we didn’t sell you. As indicated before I
understand your position as a consumer and the best thing my business can do
for you is help you to get proper support for the mattress and foundation you
currently have.
I do hope you can see the value in
our offer and as a final courtesy we will offer (in addition to the $25.00 gift
card) to cover ½ the cost of any delivery fee associated with the purchase of a
king sized metal bed frame.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: [redacted] Sent: Thursday, January 21, 2016 8:58 PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
I think the floor comparison is
nothing like this situation. The frame is part of the bed. Your store sells
frames, foundations, and mattresses. You do not sell floors. No one in your store
informed us that the frame had to have supports to avoid damage. No one
informed us that the frame mattered at all. We strongly believe that the
salesman had a responsibility to explain to us that the type of frame and
supports under the foundation were important to avoid damage.
Also, the person who came out to
our house to look at the mattress and foundation pointed out that the
foundation is sagging. I don't think there is any way that at this point
placing support under the foundation would correct it. It is not flexible. As
far as the sagging in the mattress, I don't know if support would correct that
either. The person who looked at the mattress and foundation told me he was
recommending that we receive a new mattress and foundation. He must have
thought that they could not be corrected with support. According to your
customer care representative, the people sent out to examine these issues are
trained experts. If that is correct, then your proposed solution won't solve
the problem.
At this point we are simply asking
that you stand behind the products that you sell. Clearly, your salesmen should
be instructed to explain to customers the importance of the proper support
under the foundation. If you would replace our mattress and foundation and provide
the proper information to your customers in the future, your company will never
have to deal with this type of problem again.
Lastly, even if your position is
that we caused this damage, certainly it was not done on purpose. It has to be
considered accidental. We purchased your goof proof plus protection plan which
supposedly covers accidental damage. I know you are an honorable company and
there is no way that you would sell customers a protection plan and then when
they have a problem, reject their claim. That would be fraud, plain and simple.
Bob's is better than that.
I am respectfully asking that you
replace our mattress and foundation, or provide us store credit equal to the
cost of the mattress and foundation, or a full refund.
On Thursday, January 21, 2016 4:07
PM, "Gauthier, Stephanie" [redacted]>
wrote:
Hi [redacted],
I’m so sorry I wasn’t available
when you called me back, I just tried to call your cell and it went to
voicemail.
I completely understand and
acknowledge what you are communicating regarding your time of purchase however
it is relevant to state that the items you purchased from our business were
delivered and (to the best of my knowledge) assembled in the place you
requested our delivery team assemble them.
While I again understand why you
feel our business let you down it is reasonable for any retailer to expect that
any consumer understand the responsibility with ensuring their bedding purchase
has proper support. Please know that I am not seeking to place blame in this
scenario but please consider the consequence similar to:
I purchase a new appliance (we will use washer/dryer –as I just made this
purchase) from a retailer and also purchase the floor matt/support deck that
the retailer recommends for proper support of that appliance.
If I then take that washer and place it on my floor (that does not have enough
support beneath it to hold that washer and its decking matt up) and the washer
falls through the flooring, the responsibility of the repair needed to the
washer or the flooring does not fall back on the retailer I purchased those
items from.
Please feel welcome to correct me
if my perception is wrong here – it sounds to me like the mattress and
foundation you purchased from us was essentially placed into a hole and the
mattress/ foundation is only sinking because it is resting in a hole. Once that
mattress and foundation are adequately supported they will no longer show any
signs of sagging.
I am not certain what type of king
size bed you have in your home (metal frame or a wood set of
headboard/footboard/rails) currently, we do offer king size metal bed frames or
we also offer support systems that can be purchased and installed into various
types of beds.
We can offer you a $25.00 Bobs
Discount Furniture Gift Card for the failure in communication you feel you
experienced during your purchase. This gift card could be used towards the
purchase of a king sized metal bed frame that we sell that would resolve your
concern all together.
Let me know your thoughts and
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: A [redacted] Sent: Thursday, January 21, 2016 3:01 PMTo: G[redacted], StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
Thank you for getting back to me.
There are no supports. The frustrating part to the whole situation is that I
was told by the salesman and the finance person at the time of purchase that I
needed to buy the Bob's foundation to ensure I was protected. I wasn't ever
informed about anything relating to the frame or any additional supports under
the foundation.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email[redacted]
On Thursday, January 21, 2016 2:45
PM, "Gauthier, Stephanie" [redacted]
wrote:
Good Afternoon [redacted],
I do hope you can accept my
sincerest apologies on behalf of Bobs Discount Furniture for the lack of care
it seems your concern has been met with. I find it appalling that you weren’t
able to speak with a supervisor when you requested to and I would certainly
like to help you move forward in any way that I can.
At this time the documentation I
have located within your account does not necessarily suggest that the frame
you have caused damage to your mattress, it illustrates more so that the
framing you have is incomplete. I assure you that I am not trying to add insult
to injury in asking you the following question, my number one priority is
ensuring that you are well taken care of.
Is there a support system under the foundation? I.E. –long pieces of wood that
commonly (horizontally) rest from one end of the bed railings all the way to
the other end of the bed railings?
I did leave a message for you with
a woman who answered the business line you posted in your email. I look forward
to hearing back from you and I am available (normally until 3:30pm) by phone or
email.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
: [redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
Dear. Ms. [redacted]
Here is a quick layout of my
problem. We purchased a mattress about ten months ago, from Bob's Furniture
store on [redacted]or $1300. After we received it, it was brought to
our attention that if we didn't have the Bob's foundation our Bob's warranty
would be void. So we spent another $500 dollars for the foundation. After
several months I noticed the mattress was sinking on one side. We called the
store and their technician came out to take a look and verified the mattress
was indeed damaged as well as the foundation. He claimed it was because we
didn't have a proper frame for that foundation. He also said that he was going
to recommend a new bed but that we should get a different frame. We were
supposed to receive a call from customer services after the new year but no one
called. After we reached out to them they proceeded to tell us they are not
responsible because it was our frame so it was our fault.
No where does it specify that the
mattress requires special equipment to avoid damage. No one ever mentioned that
a special frame was required to avoid damage. Ironically, after further inquiry
with Bob's staff it was also discovered that had we kept our old box spring we
probably would not have had this problem. I also feel that it is difficult to
prove that our frame caused the problem and it can be a defect in the mattress
and foundation, since I have had my previous bed for over 10 years and this
never happened.
I have spoken to three customer
service representatives already, all of which are unauthorized to make decisions.
They will not put a supervisor on the line, I am put on hold while they speak
to the supervisor. I asked for a name and address to reach out to someone in
charge and they told me they don't have that information.
I am very angry and frustrated at
this point. We have been loyal Bob’s customer’s for years and have always told
our friends and family about the great products and prices that you offer. This
is the first time we have ever had an issue with Bob’s. Now we have spent over
$1900 on a bed, which was a major purchase for our family and it is basically
ruined and Bob’s is refusing to help. We had absolutely no idea about the
frame. The salesman simply asked if we had a frame. Other than that, there was
no discussion about any potential problems that the frame could cause. There
was no explanation that if there was a problem, that our warrantee would be
worthless.
I would like to keep the good
relationship with Bob’s and continue to recommend them to others, however if
you can’t help me then I will have no choice but to file a complaint with the
Revdex.com. I do not think it is fair to abandon a customer on a
purchase such as this when the store did not explain the risks properly. In
fact, since the salesman and the manager DID explain the risks of not buying
the foundation from Bob’s and DID NOT explain the risks or even discuss the
frame, by omission of that information Bob’s implied that the frame did not
matter. Also keep in mind that we purchased the goof proof protection which is
supposed to include accidental damage caused by us. While I don’t know for sure
that we caused the damage, even if we did, it certainly would be considered
accidental.
I hope you can understand our
frustration and hope for a resolution. We are simply asking for one of three
options: 1. A replacement mattress and foundation (of equal value) or 2. Store
credit equal to the price of the mattress and foundation or 3) a full refund of
the price of the mattress and foundation.
Your prompt attention to this
matter would be greatly appreciated.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
[redacted]first communication from the customer is listed (directly above)[redacted]
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
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 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
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 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
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...
Afternoon Revdex.com,
We apologize to our customer for any inconvenience the
concerns with their merchandise and/or protection plan is causing them to
experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,
offers coverage on most in home accidental damages and some mechanical concerns
after expiration of the factory defect warranty. The type of plan the customer
purchased is completely managed thru a third party company and not Bobs
Discount Furniture directly. As [redacted] is a company managed separate from
Bobs Discount Furniture we are unable to reverse a denial under the terms and
conditions set forth by [redacted].
The one year warranty for this merchandise through Bobs Discount
Furniture expired on 09.23.2011. The customer has no coverage associated with
this item thru Bobs Discount Furniture remaining and our records indicate no
report of concern with the leather until now; the merchandise has been in the
home for a period of over four (4) years of use.
Our records do not indicate the alleged occurrence that one of our representatives asked the
customer to send in photos of her concern for review, in the event this
allegation proved to be truthful in no
way does a request for photos solidify an agreement that a business will take responsibility
or ownership for a concern.
We will most certainly address the coaching concern and
research all records associated with this account however as of today
(1.14.2015) the customer’s account shows that she contacted us after being
denied by the [redacted] company on 1.08.2015 and our Customer Care Agent
explained that regretfully we had no recourse to offer relating to this
concern. Upon calling back into our Customer Care Office on 1.12.2015 the
customer was again made aware that we were unable to offer further assistance
on this concern and then connected to one of our Customer Care Account
Management Leads who reinforced this fact.
Bobs Discount Furniture truly wishes to help every customer
who has a concern with their merchandise and we apologize that we have no
further recourse to offer relating to this customer’s specific concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Will NEVER purchase from Bob's again!
Furniture was supposed to be delivered this past Saturday, most of it was, however, the headboard of our bed "wasn't on the truck", was told we would get a call by the end of the day. Sunday, we called, said even though deliveries aren't scheduled on Mondays, will make exception. Got phone call Monday, not being delivered. My husband and I spoke with 2 different reps and was told we would receive a call from a manager...surprise, surprise, no phone call! So here we are today, Wednesday, we were told yesterday our order would be delivered today, now it is 10am and we get a phone call, no work order made, not on truck, no delivery. A manager is supposed to call us back before 1pm, but doubtful. So now my husband has taken 2 days off from work for NOTHING!! HORRIBLE, HORRIBLE CUSTOMER SERVICE!
Good Afternoon,
I spoke with Ms. [redacted] yesterday, June 28, 2014 in regard to her complaint involving bed bugs. As she stated, a couple of the reasons why Bob's Discount Furniture is unable to accept responsibility for this issue is because she has had the bedding in her home...
for 18 months and only first notified us of her concerns, last week. In addition she resides in a 240 unit apartment complex; bed bugs have been known to be found in areas where there is a large congregation of people, such as multi-dwelling housing complex's.
Bob's Discount Furniture is very aware of the growing nationwide bed bug epidemic and for that reason we have been proactive in successfully treating our warehouses, showrooms and delivery trucks.
We empathize with Ms. [redacted]'s plight however, we have no recourse to offer.
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery. We are very sorry
for the error in having only one foundation sent out instead of the necessary
pair. That has been corrected and the
delivery has been completed.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have offered a refund on the delivery fee and that offer has
been accepted as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no
further action is required from the customer at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
line-height: 15pt;">We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,...
Please pass on our apologies to our customer for any disappointment they are
encountering while seeking resolution under the protection plan purchased from
us.
As we indicate on several documents provided and the time of purchase and via
our website (link below) the accidental damage coverage provided under this
plan is honored thru the [redacted] company, not Bobs Discount Furniture. [redacted]
Our records show that we (Bobs Discount Furniture) were made aware of this
customer’s concern on 1.13.2016 and in following the terms of the protection
plan purchased – arranged for a technician to be dispatched to this customer’s
residence on 1.20.2016. Our technician’s report is posted below and indicates
that the merchandise has been severely damaged within its environment.
Per Tech James
Time in - 0920
Time out - CIFR 0940
CIFR cust had company and rqt'd tech leave after svc.
sofa / center of the isb / completely crushed in,
causing the wood to push out through the osb.
CC/GOOD - looks as though somebody jumped on the sofa
center - wood in the osb is sticking out ~8". No recourse available,
unless through guardian.
lvst / front lsf leg / small scratch
MFG/GOOD - tech able to touch up - UTS - COMP - OK.
As indicated under the plan (and via the customer’s original sales invoice)
Bobs Discount Furniture is able to offer resolution for the concern of a
factory defect. We are very sorry that our customer is experiencing any concern
and apologize further that we are unable to offer recourse on an item that has
suffered damages unrelated to a factory defect concern.
Kindest Regards,
Stephanie
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] the name
on the order is [redacted] under phone number ###-###-####. With the delivery address of: [redacted]
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for any inconvenience this customer has experienced with their bed.
As we take our customer’s concerns very seriously I have pulled the call that
the customer references in their complaint and listened to the call in its entirety.
While we remain very sorry for inconveniences we caused to this customer the
recording does not support the information provided in the posting to you.
Here is what the customer posted:
“spoke
to a customer service rep while the service guy was at my house and he said we
will replace your bed "it is broken" ok no problem. I explained to
him that I am moving to not deliver anything he said that is fine we can
deliver to the new address.”
The call begins with the driver
calling in to tell our representative (Michael) that they do not believe they
can complete the stop in full with the parts they have been supplied with.
Ultimately the driver was explaining to Michael that it looks like the original
delivery team did not properly assemble the bed and the bed is sitting
lopsided, while he can exchange the bed railings (2 pieces of wood that attach
to the headboard/footboard) the driver
continues to describe that he doesn’t have the slats (wooden pieces that go
under the mattress/foundation for support) to completely correct the issue.
Michael continues to ask the driver the appropriate questions to ensure he is
clear as to what the driver is communicating and the driver proceeds to go
check his truck to ensure that he didn’t miss anything during his original
sweep. During the time the driver is away Michael apologizes to the customer
and the customer communicates his understandable aggravation that this concern
has yet to be resolved. When the driver returns to the line he again explains
to Michael that there is a slat connection part in the box however he cannot
complete the stop and correct the original assembly concern with the parts he
has. After Michael and the driver agree on the next best steps to take for the
customer’s benefit (the bed was certainly present in the home at this time) the
customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to
be replaced”. Michael then goes on to explain that he has asked the driver
to leave certain parts behind from their stop today so that when the whole bed
gets replaced “we can replace anything
that needs to be done”. The customer and Michael continue to talk about the
scheduling of the bed replacement and the driver is approved to leave, the
customer asks if they can contact us back to schedule because they have time
frame constraints for the first day available (which was a Tuesday). Michael
then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”.
There was never a mention of the customer
moving or any communication from Michael that would lead the customer to believe
that we did not intend on “replacing” and/or “exchanging” the current
merchandise that was in the home. There are several points of communication,
including the portion about us using the parts we instructed the driver to
leave behind if necessary, that verify we were arranging to have the bed
exchanged.
The word exchange is defined as: an act of giving one thing and receiving
another (especially of the same type or value) in return.
In the long run the merchandise in the home was paying
for the replacement of the bed under the terms of the manufacturing
warranty. As we
absolutely take responsibility and ownership for the mistakes that occurred
initially causing the customer so much inconvenience we made the customer a
courtesy offer in lieu of not being able to cover the cost of replacing a bed
in full that the customer disposed of on their own terms (outside of the
agreements made with our business).
We are willing- as an additional courtesy to
upgrade our original offer from 30% store credit towards the new bed to 50%
store credit towards the new bed and we will cover the cost of delivering and
assembling the new bed. This store credit can be processed in the form of a
Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards
any bed (really any item) that we offer, online or within our showrooms).
We apologize to the customer again for the
concerns we did cause overall and hope our customer can understand our position
as a business while we work to the best of our ability to meet the demands of
our customer.
If the customer would like to have the
upgraded courtesy offer processed please ask them to respond to the Revdex.com.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
We already provided these photos to you customer service team and spoke to them multiple times on this issue. You are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out process. Please refer to your CSR customer database or files for any further clarification you need to make you feel better about this issue. You may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of us. The foam has lost its viscosity.
We are not willing to work with you any further on this issue unless you are providing a full refund. You have burnt the bridge for us settling for a warranty replacement. We do not want any of your cheaply made products. I base this statement on other furniture we have purchased from you that are now falling apart. We are not the only ones with warranty issues from your company. There are hundreds of complaints all over the internet. You should do some research and correct these issues to better your after sales support. You are providing false advertising to the public and for that your company deserves to be punished legally.
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 to waive
delivery fee as compensation for the numerous phone calls and
miscommunications. We appreciate the Revdex.com
mediation in bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We certainly apologize to our customer for any confusion that may
have been caused by our Customer Care Offices. Our records indicate that we are
scheduled to service this customer’s merchandise on 4.23.2015. The customer has
spoken to a member of our supervisory level regarding this matter and we
certainly plan to honor the service arrangement we have reflected for
4.23.2015.
As a business we reserve the right to determine what the cause of
concern and condition of this merchandise is prior to making any further determination
of possible options for courtesy recourse. As the customer has indicated there
were no issues reported to us within the expressed warranty period and
regardless of the fact that we are more than willing to offer service labor at
no charge outside of that warranty period, it is reasonable and should be
expected that service labor applies to repair of a defect. Should the item have
deteriorated due to abuse or wear and tear the current effect is regretfully
beyond the control of our business.
Our technician will make every effort to repair the merchandise should
the cause of concern be determined to be the result of a factory defect. The
technician will also contact our Customer Care Offices prior to exiting the
residence to report to us the outcome of service; we look forward to speaking
with the customer directly at that time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
While we apologize to our customer for any...
disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business [redacted]
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. This claim was
reported to Guardian as damage that occurred without the customer how it
occurred. Guardian is an insurance company;
they deal in facts only, Per the warranty guidelines all claims must be called
in within 30 days. This customer told
Guardian that it started happening months before. The claim was denied.
In an extreme effort to try to make this right for the
customer, we have set them up for a courtesy part order. This merchandise was purchase in October
2011. The customer’s warranty of one
year against manufacturing defects was over three years ago.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.
As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.
This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).
Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%3
Customer service is AWFUL! They don't do what they tell you they will do, they make excuses not to have to cover anything (whether you purchase their extended warranties or not). The store tells you one thing, their assessors (or whatever the people are who come look at broken furniture) tell you another, the reps that the assessors speak to tell you another. Seems they do what they need to to sell you the furniture, then do everything they can to NOT honor their commitments.
Good Morning Revdex.com,...
Please review the below
communications –from the bottom up and log as our response to this concern.
The customer and I have
personally communicated several times and our business has done our very best
to offer this customer resolution on a concern that is occurring far beyond the
control of our business.
[redacted]My
last response to the customer is listed first ( directly below)[redacted]
On Friday, January 22, 2016 8:39
AM, "Gauthier, Stephanie" [redacted] wrote:
Good Morning [redacted]
I do apologize that my example was
not perceived as I had intended it to be. How about this:
If the item you purchase from us, we will say sofa, does not fit thru your
doorway when we come to deliver it – the responsibility of knowing the measurements
to your home does not fall on our salesperson. A salesperson cannot be expected
to know what the environment the merchandise is going into is going to look
like, nor is it reasonable to hold any retail associate (from any business)
liable for a concern that stems from the environment the merchandise is in and
literally beyond the control of that business.
We did not sell you a frame and the fact remains that the products
we did sell you have no manufacturing defect concern within them.
Our technician’s report as
recorded– is listed below:
time in 1240
time out 1246
alfredo
matt was sinking- due to the type of frame they have, they don’t
have slats or bar going across
matt was up to standards
frame was purchased from another store not from bobs and doesn’t
work out with matt, needs new frame
Above Comments Added By C[redacted]On 12/31/2015 at 12:47
As you can see our technician did
not indicate that there was any defect concern within your mattress or
foundation and with all due respect if your foundation is sagging it is truly
because you are not supplying it with the proper support it needs at this time.
We recommended proper support for your mattress by selling you the foundation,
what we didn’t sell you is what is causing your concern – as fully indicated by
our Service Professional. If you were to put your mattress and foundation onto
a level surface (or into a metal bed frame) with proper support you would soon
see that there is no concern of sagging present within the products purchased
from our business.
The bed protector you purchased –
as indicated on its packaging is designed to cover the mattress itself against
staining, ripping, tearing and other accidental events that could happen to the
mattress material itself. The claim you are seeking coverage on does not even
remotely apply to the protection purchased for the mattress.
We have made you the most fair and
adequate offer possible and I apologize to you that our business cannot take
responsibility for a product that we didn’t sell you. As indicated before I
understand your position as a consumer and the best thing my business can do
for you is help you to get proper support for the mattress and foundation you
currently have.
I do hope you can see the value in
our offer and as a final courtesy we will offer (in addition to the $25.00 gift
card) to cover ½ the cost of any delivery fee associated with the purchase of a
king sized metal bed frame.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: [redacted] Sent: Thursday, January 21, 2016 8:58 PMTo: Gauthier, StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
I think the floor comparison is
nothing like this situation. The frame is part of the bed. Your store sells
frames, foundations, and mattresses. You do not sell floors. No one in your store
informed us that the frame had to have supports to avoid damage. No one
informed us that the frame mattered at all. We strongly believe that the
salesman had a responsibility to explain to us that the type of frame and
supports under the foundation were important to avoid damage.
Also, the person who came out to
our house to look at the mattress and foundation pointed out that the
foundation is sagging. I don't think there is any way that at this point
placing support under the foundation would correct it. It is not flexible. As
far as the sagging in the mattress, I don't know if support would correct that
either. The person who looked at the mattress and foundation told me he was
recommending that we receive a new mattress and foundation. He must have
thought that they could not be corrected with support. According to your
customer care representative, the people sent out to examine these issues are
trained experts. If that is correct, then your proposed solution won't solve
the problem.
At this point we are simply asking
that you stand behind the products that you sell. Clearly, your salesmen should
be instructed to explain to customers the importance of the proper support
under the foundation. If you would replace our mattress and foundation and provide
the proper information to your customers in the future, your company will never
have to deal with this type of problem again.
Lastly, even if your position is
that we caused this damage, certainly it was not done on purpose. It has to be
considered accidental. We purchased your goof proof plus protection plan which
supposedly covers accidental damage. I know you are an honorable company and
there is no way that you would sell customers a protection plan and then when
they have a problem, reject their claim. That would be fraud, plain and simple.
Bob's is better than that.
I am respectfully asking that you
replace our mattress and foundation, or provide us store credit equal to the
cost of the mattress and foundation, or a full refund.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
On Thursday, January 21, 2016 4:07
PM, "Gauthier, Stephanie" [redacted]>
wrote:
Hi [redacted],
I’m so sorry I wasn’t available
when you called me back, I just tried to call your cell and it went to
voicemail.
I completely understand and
acknowledge what you are communicating regarding your time of purchase however
it is relevant to state that the items you purchased from our business were
delivered and (to the best of my knowledge) assembled in the place you
requested our delivery team assemble them.
While I again understand why you
feel our business let you down it is reasonable for any retailer to expect that
any consumer understand the responsibility with ensuring their bedding purchase
has proper support. Please know that I am not seeking to place blame in this
scenario but please consider the consequence similar to:
I purchase a new appliance (we will use washer/dryer –as I just made this
purchase) from a retailer and also purchase the floor matt/support deck that
the retailer recommends for proper support of that appliance.
If I then take that washer and place it on my floor (that does not have enough
support beneath it to hold that washer and its decking matt up) and the washer
falls through the flooring, the responsibility of the repair needed to the
washer or the flooring does not fall back on the retailer I purchased those
items from.
Please feel welcome to correct me
if my perception is wrong here – it sounds to me like the mattress and
foundation you purchased from us was essentially placed into a hole and the
mattress/ foundation is only sinking because it is resting in a hole. Once that
mattress and foundation are adequately supported they will no longer show any
signs of sagging.
I am not certain what type of king
size bed you have in your home (metal frame or a wood set of
headboard/footboard/rails) currently, we do offer king size metal bed frames or
we also offer support systems that can be purchased and installed into various
types of beds.
We can offer you a $25.00 Bobs
Discount Furniture Gift Card for the failure in communication you feel you
experienced during your purchase. This gift card could be used towards the
purchase of a king sized metal bed frame that we sell that would resolve your
concern all together.
Let me know your thoughts and
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
From: A [redacted] Sent: Thursday, January 21, 2016 3:01 PMTo: G[redacted], StephanieSubject: Re: In response to your concern: Customer No: [redacted]
Stephanie,
Thank you for getting back to me.
There are no supports. The frustrating part to the whole situation is that I
was told by the salesman and the finance person at the time of purchase that I
needed to buy the Bob's foundation to ensure I was protected. I wasn't ever
informed about anything relating to the frame or any additional supports under
the foundation.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email[redacted]
On Thursday, January 21, 2016 2:45
PM, "Gauthier, Stephanie" [redacted]
wrote:
Good Afternoon [redacted],
I do hope you can accept my
sincerest apologies on behalf of Bobs Discount Furniture for the lack of care
it seems your concern has been met with. I find it appalling that you weren’t
able to speak with a supervisor when you requested to and I would certainly
like to help you move forward in any way that I can.
At this time the documentation I
have located within your account does not necessarily suggest that the frame
you have caused damage to your mattress, it illustrates more so that the
framing you have is incomplete. I assure you that I am not trying to add insult
to injury in asking you the following question, my number one priority is
ensuring that you are well taken care of.
Is there a support system under the foundation? I.E. –long pieces of wood that
commonly (horizontally) rest from one end of the bed railings all the way to
the other end of the bed railings?
I did leave a message for you with
a woman who answered the business line you posted in your email. I look forward
to hearing back from you and I am available (normally until 3:30pm) by phone or
email.
Kindest Regards,
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
: [redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information. If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited. If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
Dear. Ms. [redacted]
Here is a quick layout of my
problem. We purchased a mattress about ten months ago, from Bob's Furniture
store on [redacted]or $1300. After we received it, it was brought to
our attention that if we didn't have the Bob's foundation our Bob's warranty
would be void. So we spent another $500 dollars for the foundation. After
several months I noticed the mattress was sinking on one side. We called the
store and their technician came out to take a look and verified the mattress
was indeed damaged as well as the foundation. He claimed it was because we
didn't have a proper frame for that foundation. He also said that he was going
to recommend a new bed but that we should get a different frame. We were
supposed to receive a call from customer services after the new year but no one
called. After we reached out to them they proceeded to tell us they are not
responsible because it was our frame so it was our fault.
No where does it specify that the
mattress requires special equipment to avoid damage. No one ever mentioned that
a special frame was required to avoid damage. Ironically, after further inquiry
with Bob's staff it was also discovered that had we kept our old box spring we
probably would not have had this problem. I also feel that it is difficult to
prove that our frame caused the problem and it can be a defect in the mattress
and foundation, since I have had my previous bed for over 10 years and this
never happened.
I have spoken to three customer
service representatives already, all of which are unauthorized to make decisions.
They will not put a supervisor on the line, I am put on hold while they speak
to the supervisor. I asked for a name and address to reach out to someone in
charge and they told me they don't have that information.
I am very angry and frustrated at
this point. We have been loyal Bob’s customer’s for years and have always told
our friends and family about the great products and prices that you offer. This
is the first time we have ever had an issue with Bob’s. Now we have spent over
$1900 on a bed, which was a major purchase for our family and it is basically
ruined and Bob’s is refusing to help. We had absolutely no idea about the
frame. The salesman simply asked if we had a frame. Other than that, there was
no discussion about any potential problems that the frame could cause. There
was no explanation that if there was a problem, that our warrantee would be
worthless.
I would like to keep the good
relationship with Bob’s and continue to recommend them to others, however if
you can’t help me then I will have no choice but to file a complaint with the
Revdex.com. I do not think it is fair to abandon a customer on a
purchase such as this when the store did not explain the risks properly. In
fact, since the salesman and the manager DID explain the risks of not buying
the foundation from Bob’s and DID NOT explain the risks or even discuss the
frame, by omission of that information Bob’s implied that the frame did not
matter. Also keep in mind that we purchased the goof proof protection which is
supposed to include accidental damage caused by us. While I don’t know for sure
that we caused the damage, even if we did, it certainly would be considered
accidental.
I hope you can understand our
frustration and hope for a resolution. We are simply asking for one of three
options: 1. A replacement mattress and foundation (of equal value) or 2. Store
credit equal to the price of the mattress and foundation or 3) a full refund of
the price of the mattress and foundation.
Your prompt attention to this
matter would be greatly appreciated.
Sincerely,
[redacted]
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
[redacted]first communication from the customer is listed (directly above)[redacted]
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison