size="3">
We were willing to work with [redacted] to reinstate
the credit, but for a very limited time.
[redacted] will allow 2 weeks or until 8/9/16. We will work with the customer to find
something in stock that she can take immediate delivery on. We have already reached out to the store and
the customer to advise that this time limit is set in stone and can not be
extended again.
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our sincerest apologies
for the multiple failures that occurred to cause our customer to become so disappointed
in us. As of 6.26.2015 this account reflects an interaction with one of our
Customer Care Leads and the customer’s requests have been met. At this time we
consider this complaint closed and apologize to the customer once again for any
and all inconveniences that we caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Responding to Bobs Furniture. The only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they are. Bobs is not doing me a favor by making me a 75.00 offer on a 700.00 bed. The only reason why we received all the pieces is because I would not stop calling. Imagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! 75.00 is not enough. I would love to speak to the CEO about this issue. He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't.
As I stated before. This isn't an issue I am letting go. I tried to be nice and gave them numerous chances. Look at the times I called and how many times I did.
Bobs, do something right!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Worst experience ever, buying furniture from BOB''s Discount Furniture. Their customer care is HORRIBLE! My sofa has a gap between 2 pieces and isn't sitting correctly. Apparently no one above a customer care rep level can be spoken to. Technician tells you one thing and then reports the opposite of what he said, to the company. They refused to send out another technician, refused to give me a copy of the report, or let me speak to a manager. Can't believe I paid for the extra warranty and can't get any help. Dispute claim filed with credit card co.
Good Afternoon Revdex.com-
We are very sorry for the delay in...
having this
rectified. [redacted] standard policy
is the customer does not receive a bill until the delivery has been
completed. The delivery was canceled and
[redacted] should not have been billed.
Connecticut state law requires any purchase of a mattress be charged a recycling
fee. This is an automatic charge. It is not considered as merchandise so it was
not automatically canceled with the cancelation of the mattress. We are very sorry that this occurred. We have processed the correction.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper sofa and the
sleeper mattress that you purchased was a new product that was wrapped from the
manufacturer. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted] [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Purchased "Diva Chest of draws". Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the delivery. I called to have it picked up the next day and was told on the phone that it would be picked up and I would get a credit. That I could just pick out whatever at a later time. They gave me a pick up date and a re-selection number. Of course date of pick up is today. I call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked up. Remember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem". Sounds like Bob's employees are coached to bs customers.
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.
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 will offer this customer a refund of the delivery fee ($169.99)
back to their [redacted] account, as a form of our apology. If this customer accepts this offer please
reply to the Revdex.com site and we will process this paperwork.
In addition due to this being an issue involving a child, we would
like to offer an additional gift card so that this customer can take their
daughter to the store and she can pick out something as a decoration for the
room. We understand this will not erase
the delivery failure for this child, but maybe if they are able to have
something tangible to remind them we are sorry for the issues. I would like to offer an ECard in the amount
of $50 so that they may be able to find a lamp, statue or wall hanging to
carryout of the store.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies for the concerns our
customer experienced with delivery.
While we further apologize for any confusion that may have
been present at the time of sale, I have included a photo of the bed purchased
for reference. The bed is styled so a foundation is a customer choice and the bed
can be used for its intended purpose in the condition it was sold/delivered.
We certainly take responsibility for the confusion present
at the time of sale and made an effort to make the customer’s concern right by
applying a $50.00 gift card to the account (which was to be used with the
foundation purchase). As we have clearly failed our customer in getting this
foundation to them, we do acknowledge their reasoning for canceling the pending
purchase all together and feel terrible about continually letting our customer
down.
The $50.00 store credit is still available in our systems
for the customer and if the customer is willing to give us another chance and
re-instate their sales order for the foundation we can offer to apply an
additional $50.00 Bobs Discount Furniture Gift Card to the account and still
cover the cost of the delivering the foundation at no charge to the customer.
We apologize again for the poor experience our customer has
endured and thank them for posting thru this channel so that we have some
opportunity to make it right.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We are very sorry that this sofa did not live up to the customer’s expectations. In an effort to meet this consumer’s demands for resolution due to the part delay we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa and chaise kit. We have included the [redacted] plan in the credit. We will waive a new delivery fee for the reselection. Please see attached copy for the customer’s records.
If this customer would like to accept this offer, please reply to the Revdex.com that it is accepted, so that we can release the credit. Kindest Regards, ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I will no longer shop at Bobs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Anyway that we can keep this open until the actual exchange happens? Just in case any issue arises.
Sincerely,
[redacted]
size="3">
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining monies. We further apologize for the lack of care our customer’s
concern was met with as she asserts to have been referred to multiple facets of
our organization just to get the money back she was originally owed. We thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly.
I tried to contact [redacted] on the number she provided you with today
(1.21.2015). I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $91.21 that is owed to her. Since I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processing. I have left the (below) instructions for
this transaction on [redacted]’s voicemail and have also posted these here for [redacted]’s
review:
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.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I would like to research this further. Regretfully
I am unable to locate any account information that matches this consumer’s
complaint within our internal records.
I have looked under the name, phone number and email address and find no
matching accounts.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Complaint: [redacted]
I am rejecting this response because: the goof proofplan expires4/16 since items were purchased in 2011. The $20 refund does nothing for me. I am sure the cost could be split for good customer relations and future business
Sincerely,
[redacted]
Revdex.com-
We
are very sorry that this table did not live up to the customer’s
expectations. In an extreme effort to
meet this consumer’s demands for resolution we will make a one time only
courtesy offer for resolution (listed below). Should the customer wish to
accept this offer they are able to contact customer care to schedule. Advice the agent there is a exchange in the
system, the agent will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Courtesy Offer
for Resolution:
If the customer would like to exchange
the table we will provide an even exchange.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I am sorry to learn of your disappointment with the merchandise
you have and the service you have received from us.
The technician dispatched to your home on 04/22/2015 indicated
that there was no defect on your seat casings. We normally do not need to
review pictures because our technicians are all factory- trained to determine
if/when a product is experiencing a concern as a result of a defect. We trust
the personnel we have on the road and in the home. In your case, you disputed
these service results and we reviewed photos on your behalf. Your account
indicates that after review we still agreed with the service professional that
what you were seeing occur is normal wear and tear results of the furniture’s
material makeup combined with its environment and the use its receiving. As a
courtesy we paid for and shipped you the seating that you stated you were
uncomfortable on. Our records do not
indicate that we were ever set up to ship you out casings (material) for the
seating area as we found no defect present in both reviews of this concern.
We absolutely honor the
protection plan we sell and stand behind its value. Your Goof Proof Plus Plan
covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a
variety of in home accidental occurrences. As you are not experiencing a defect
and haven’t reporting any accidents causing your concern, the purchased plan
and its benefits does not apply to your concern. Like any other protection plan
the terms and conditions must be adhered to in order to keep all resolutions
fair for all customers alike.
If you would like to reselect to a different set because you are
experiencing a preference concern with this one that is certainly an avenue we
are willing to offer here as recourse. Please see our option for resolution
listed below:
Option: We will provide you with a store
credit based on the price paid to us for the sofa/chair/ottoman and protection
plan.
This store credit will allow you to reselect to a different set whose material
makeup may fit your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current merchandise you have in your
possession on the same date we deliver the new selection.
In the interest of fairness we do ask that you pay a new delivery
fee on the new sales order as we are granting this option as courtesy, will
need to dispose of the product you have, and as a business we have always kept
the service of delivery separate from the pricing of our product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchase a Maggie Sectional sofa from Bobs in April 2015. In less than a years time. the seat core had springs within it that was protruding / defective . I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative . the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September 2016 ( 4 months!!!!!). This is not what their sales people tell you when purchasing this additional protection. Its not disclosed that you will have an extended wait . Ridiculous. This sofa was not used heavily ,1 year old, and its horrible to set on. I dont know when or if a spring will stick me in my buttocks. Simply not acceptible!!!
Please let
this customer know that we are very sorry for the confusion on our part that
caused this concern. I completely agree with our customer regarding our
delivery team’s need for re training. Removing ‘old bedding’ is habitually
completed as a unified process and I apologize again that our failure caused
our customer so much inconvenience. Please thank our customer in bringing this
much needed coaching concern to our attention so we may address accordingly.
Our records
indicate that this customer’s ‘old bedding’ was removed on 4.16.2014 at approximately
4:38pm. Can you please ask this customer to confirm that she still needs the old
bedding removed? It is extremely rare that we would have a record of a return
that did not occur and I apologize again for taking up more of our customer’s
time to get this clarification.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com-
size="3">
We were willing to work with [redacted] to reinstate
the credit, but for a very limited time.
[redacted] will allow 2 weeks or until 8/9/16. We will work with the customer to find
something in stock that she can take immediate delivery on. We have already reached out to the store and
the customer to advise that this time limit is set in stone and can not be
extended again.
Kindest Regards,
Tracy Sa[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
Please pass on our sincerest apologies
for the multiple failures that occurred to cause our customer to become so disappointed
in us. As of 6.26.2015 this account reflects an interaction with one of our
Customer Care Leads and the customer’s requests have been met. At this time we
consider this complaint closed and apologize to the customer once again for any
and all inconveniences that we caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
Responding to Bobs Furniture. The only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they are. Bobs is not doing me a favor by making me a 75.00 offer on a 700.00 bed. The only reason why we received all the pieces is because I would not stop calling. Imagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! 75.00 is not enough. I would love to speak to the CEO about this issue. He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't.
As I stated before. This isn't an issue I am letting go. I tried to be nice and gave them numerous chances. Look at the times I called and how many times I did.
Bobs, do something right!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Worst experience ever, buying furniture from BOB''s Discount Furniture. Their customer care is HORRIBLE! My sofa has a gap between 2 pieces and isn't sitting correctly. Apparently no one above a customer care rep level can be spoken to. Technician tells you one thing and then reports the opposite of what he said, to the company. They refused to send out another technician, refused to give me a copy of the report, or let me speak to a manager. Can't believe I paid for the extra warranty and can't get any help. Dispute claim filed with credit card co.
Good Afternoon Revdex.com-
We are very sorry for the delay in...
having this
rectified. [redacted] standard policy
is the customer does not receive a bill until the delivery has been
completed. The delivery was canceled and
[redacted] should not have been billed.
Connecticut state law requires any purchase of a mattress be charged a recycling
fee. This is an automatic charge. It is not considered as merchandise so it was
not automatically canceled with the cancelation of the mattress. We are very sorry that this occurred. We have processed the correction.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Janeen,...
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper sofa and the
sleeper mattress that you purchased was a new product that was wrapped from the
manufacturer. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted] [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Purchased "Diva Chest of draws". Satisfaction Guaranteed Bull!!! I was told by delivery guys that I could return the piece with no problem within three days, being that I purchased the piece for my employer and she was not available at the time of the delivery. I called to have it picked up the next day and was told on the phone that it would be picked up and I would get a credit. That I could just pick out whatever at a later time. They gave me a pick up date and a re-selection number. Of course date of pick up is today. I call to confirm the pick up, and now they state that I must come in and reselect another item before this piece is picked up. Remember--- The delivery guys said within three days "No problem that your boss is not home; you have three days to return with no problem". Sounds like Bob's employees are coached to bs customers.
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.
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 will offer this customer a refund of the delivery fee ($169.99)
back to their [redacted] account, as a form of our apology. If this customer accepts this offer please
reply to the Revdex.com site and we will process this paperwork.
In addition due to this being an issue involving a child, we would
like to offer an additional gift card so that this customer can take their
daughter to the store and she can pick out something as a decoration for the
room. We understand this will not erase
the delivery failure for this child, but maybe if they are able to have
something tangible to remind them we are sorry for the issues. I would like to offer an ECard in the amount
of $50 so that they may be able to find a lamp, statue or wall hanging to
carryout of the store.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies for the concerns our
customer experienced with delivery.
While we further apologize for any confusion that may have
been present at the time of sale, I have included a photo of the bed purchased
for reference. The bed is styled so a foundation is a customer choice and the bed
can be used for its intended purpose in the condition it was sold/delivered.
We certainly take responsibility for the confusion present
at the time of sale and made an effort to make the customer’s concern right by
applying a $50.00 gift card to the account (which was to be used with the
foundation purchase). As we have clearly failed our customer in getting this
foundation to them, we do acknowledge their reasoning for canceling the pending
purchase all together and feel terrible about continually letting our customer
down.
The $50.00 store credit is still available in our systems
for the customer and if the customer is willing to give us another chance and
re-instate their sales order for the foundation we can offer to apply an
additional $50.00 Bobs Discount Furniture Gift Card to the account and still
cover the cost of the delivering the foundation at no charge to the customer.
We apologize again for the poor experience our customer has
endured and thank them for posting thru this channel so that we have some
opportunity to make it right.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We are very sorry that this sofa did not live up to the customer’s expectations. In an effort to meet this consumer’s demands for resolution due to the part delay we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa and chaise kit. We have included the [redacted] plan in the credit. We will waive a new delivery fee for the reselection. Please see attached copy for the customer’s records.
If this customer would like to accept this offer, please reply to the Revdex.com that it is accepted, so that we can release the credit. Kindest Regards, ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I will no longer shop at Bobs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Anyway that we can keep this open until the actual exchange happens? Just in case any issue arises.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the processing errors
on our part that have caused this customer to have to wait so long for her
remaining monies. We further apologize for the lack of care our customer’s
concern was met with as she asserts to have been referred to multiple facets of
our organization just to get the money back she was originally owed. We thank
our customer for bringing these coaching concerns to our attention and have
begun addressing these concerns accordingly.
I tried to contact [redacted] on the number she provided you with today
(1.21.2015). I left a message on her answering machine apologizing and
indicating that I was calling to obtain her credit card number so that we could
complete the processing of the remaining $91.21 that is owed to her. Since I wasn’t
able to reach her I asked that the customer give us a call back at our retail
location to complete this processing. I have left the (below) instructions for
this transaction on [redacted]’s voicemail and have also posted these here for [redacted]’s
review:
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.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I would like to research this further. Regretfully
I am unable to locate any account information that matches this consumer’s
complaint within our internal records.
I have looked under the name, phone number and email address and find no
matching accounts.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: the goof proofplan expires4/16 since items were purchased in 2011. The $20 refund does nothing for me. I am sure the cost could be split for good customer relations and future business
Sincerely,
[redacted]
Good
Morning...
Revdex.com-
We
are very sorry that this table did not live up to the customer’s
expectations. In an extreme effort to
meet this consumer’s demands for resolution we will make a one time only
courtesy offer for resolution (listed below). Should the customer wish to
accept this offer they are able to contact customer care to schedule. Advice the agent there is a exchange in the
system, the agent will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Courtesy Offer
for Resolution:
If the customer would like to exchange
the table we will provide an even exchange.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I am sorry to learn of your disappointment with the merchandise
you have and the service you have received from us.
The technician dispatched to your home on 04/22/2015 indicated
that there was no defect on your seat casings. We normally do not need to
review pictures because our technicians are all factory- trained to determine
if/when a product is experiencing a concern as a result of a defect. We trust
the personnel we have on the road and in the home. In your case, you disputed
these service results and we reviewed photos on your behalf. Your account
indicates that after review we still agreed with the service professional that
what you were seeing occur is normal wear and tear results of the furniture’s
material makeup combined with its environment and the use its receiving. As a
courtesy we paid for and shipped you the seating that you stated you were
uncomfortable on. Our records do not
indicate that we were ever set up to ship you out casings (material) for the
seating area as we found no defect present in both reviews of this concern.
We absolutely honor the
protection plan we sell and stand behind its value. Your Goof Proof Plus Plan
covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a
variety of in home accidental occurrences. As you are not experiencing a defect
and haven’t reporting any accidents causing your concern, the purchased plan
and its benefits does not apply to your concern. Like any other protection plan
the terms and conditions must be adhered to in order to keep all resolutions
fair for all customers alike.
If you would like to reselect to a different set because you are
experiencing a preference concern with this one that is certainly an avenue we
are willing to offer here as recourse. Please see our option for resolution
listed below:
Option: We will provide you with a store
credit based on the price paid to us for the sofa/chair/ottoman and protection
plan.
This store credit will allow you to reselect to a different set whose material
makeup may fit your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current merchandise you have in your
possession on the same date we deliver the new selection.
In the interest of fairness we do ask that you pay a new delivery
fee on the new sales order as we are granting this option as courtesy, will
need to dispose of the product you have, and as a business we have always kept
the service of delivery separate from the pricing of our product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchase a Maggie Sectional sofa from Bobs in April 2015. In less than a years time. the seat core had springs within it that was protruding / defective . I had purchase the Goof proof protection plan and so I filed a claim and was told in may that Bobs had a lot of complaints about this sectional by the customer care representative . the replacement seat cores were ordered ( yeah ) but I was told they are made in China and I would not receive them until early September 2016 ( 4 months!!!!!). This is not what their sales people tell you when purchasing this additional protection. Its not disclosed that you will have an extended wait . Ridiculous. This sofa was not used heavily ,1 year old, and its horrible to set on. I dont know when or if a spring will stick me in my buttocks. Simply not acceptible!!!
Good Morning
Revdex.com,
Please let
this customer know that we are very sorry for the confusion on our part that
caused this concern. I completely agree with our customer regarding our
delivery team’s need for re training. Removing ‘old bedding’ is habitually
completed as a unified process and I apologize again that our failure caused
our customer so much inconvenience. Please thank our customer in bringing this
much needed coaching concern to our attention so we may address accordingly.
Our records
indicate that this customer’s ‘old bedding’ was removed on 4.16.2014 at approximately
4:38pm. Can you please ask this customer to confirm that she still needs the old
bedding removed? It is extremely rare that we would have a record of a return
that did not occur and I apologize again for taking up more of our customer’s
time to get this clarification.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our apologies to this customer for the
inconvenience their product is causing them.
I am unable to locate a Bobs Discount Furniture Account with
the information the customer has provided to you. In order to perform further
research and verify exactly what product type this consumer has I will need
knowledge of the correct account information.
Please ask that this consumer respond with at least one of
the following types of information:
-Telephone number listed on account
-First and Last name of the account holder
-Original delivery address of the merchandise
-Sales invoice number as depicted on the original sales
receipt
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]