size="3">
Please pass on our apologies to Mr. and Mrs. [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause them. We assure Mr. and Mrs. [redacted] that their property claim has been
correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As their property claim is being handled by the trucking company
that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that
third party and not Bobs Discount Furniture directly. Per our contractual
agreements with this trucking company they are owed a fair chance to process
resolution on their claim prior to Bobs Discount Furniture inserting ourselves
into a situation where it is most likely unnecessary and could ultimately cause
confusion or a delay in response to the customer.
I did send a message on Mr. and Mrs. [redacted]’s behalf and received the
following response from the trucking company responsible for this claim (I have
removed the agent’s last name in order to protect their security in this public
channel):
From:
[redacted] [mailto:[redacted] Sent: Tuesday, November 10, 2015 3:10 PMTo: G[redacted], Stephanie
Good Afternoon All,
I have talked to Mr. [redacted] about having a manager come to his home tomorrow
( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take
a photo of the damage. We will address how we will resolve this matter
once this has been completed and update everyone accordingly.
Thank you,
[redacted]
We encourage the customer to continue communications with the representative(s)
handling his claim via the trucking company.
We apologize again to our customer for the inconveniences this
concern causes them and remain confident in the trucking company’s ability to
address the damage caused directly with the claimant.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Afternoon Revdex.com,
Please apologize to our customer
for any confusion that may have been initiated at our store regarding the
explanation of this fee. As the retailer
it is our responsibility to properly explain this fee and the fact that it is
not controlled by us (the retailer).
As of May 1, 2015
CT state law requires that every retailer collect a $9 recycling fee for every
mattress and/or foundation sold. This fee, paid by the customer when bedding is
sold, is passed on to the state, thus funding the state’s mattress recycling
program. As we are not in control of charging this fee we are unable to offer a
refund on the fee.
The Mattress Recycle Council – Is
a nonprofit organization formed by the mattress industry to operate
recycling programs in all states that enact mattress and box spring/foundation
recycling laws.
·
CT state mattress recycling program is similar to the recycling
programs that a number of states have for other products like oil, paint,
tires, carpet and batteries.
·
Every year, at least 20 MILLION used mattress and box
springs are dumped.
·
That’s an average of about 50,000 EVERY DAY!
·
More than 90 percent of a mattress can be recycled
·
Recycling will conserve new resources by making used steel, foam
and other materials available for use in new products
·
Reduces reliance on incinerators and landfills by diverting
mattresses from the waste stream
·
Reduces the number of illegally dumped mattresses
·
Creates recycling jobs
The customer can
also visit [redacted]
for more information on this program.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-font-weight: bold;">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the Alex set purchased in
2016. We have offered the customer
service, which they have refused. We
have offered the customer reselection or exchange, which was also refused. These are the options available to the
customer. Please see attached photos
that the customer submitted to us. There
are spots where the stuffing is coming through the seams, this is clear. We can offer parts and service or reselection
only for these issues. I have attached
the customer’s sales order as well. This
has the service policy and return policy highlighted. This was reviewed and signed at time of
purchase.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 3.15.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 11.12.16. His report documented no manufacturing
defects. He did report that there was
damage that was unrepairable. The
mattress is stained in several places, depending on what was spilled on the
mattress, that can cause a breakdown in the material, stains void the warranty,
which is why we advise a mattress protector.
The Bed is damaged due to it being on hardwood floors and sliding. This was explained to the customer in a
service back in September 2015.
We did replace the sectional that was deemed defective.
We would expect from a business perspective that if a customer
purchases the [redacted] Plus plan they would read the flyer that was included with
the sales order at point of purchase. It
does clearly spell out what damages are covered and which company to reach out
to. We are very sorry that we are not
able to cover these damages as they are not the result of a manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
Our
records indicate that [redacted]’s sales order has been canceled. [redacted] has
been granted a $125.00 gift card to Bobs Discount Furniture as we were so sorry
for her wait time. We apologize again that we could not control the length of
shipping time that led to our customer’s disappointment. At this time we are
unable to offer further recourse for this concern.
Thank
You,
[redacted]
Bobs
Discount Furniture
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]
Recently I purchased a lift chair from My Bobs. I can not say enough good about the customer care and service I received. The chair is of good quality and meets my medical needs. The customer service in the Depford, N.J. store was helpful and courteous. Due to two broken ribs I was unable to get into a car to physically go to the store. The delivery people were on time and set the chair up and showed me how to use the remote. The whole thing was an excellent experience for me while in a bad physical position.
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found to
have a slight depression of under 1 1/4”.
This is absolutely to industry standards and normal wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance.
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here.
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 Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 2 Photos of the Mattress-
- 1 Picture that clearly
shows the entire facing surface of the mattress
-1
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
After waiting since before Memorial Day for an entertainment center, it was delivered it was delivered on 5-27. Upon set up part of it was broken, they said that the section that was damaged would be replaced on 6-30. I complained that I had to take off work,when it arrived on that day it was the wrong section so I called again. They apologized and told me they would send out the right section on 7-3. I had to miss another days work for them to send the right piece out and when I asked how I would be compensated I was told that I would get a 75$ gift card. I had already made 2 payments on the furniture & missed 2 days work. That's totally unacceptable
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]).
[redacted] 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. The customer
reported that the damage was done during the normal use of the piece; this is
not an accident and so was denied. [redacted] responsibility under the [redacted] protection is only for accidents.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defect. I have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about 30 days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the [redacted] insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to [redacted], if it
is not an accident, or the customer is not sure, they should call us.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
I
would like to apologize to [redacted] again for the frustration we caused her
family. Our records reflect that as of 5.16.2014 there was a refund credit for
the cost of the delivery fee made to our customer. Looking further into this
account our information indicates that we were able to speak with our customer
(we must ask for credit card numbers on an unrecorded line as we do not keep
full credit card numbers on file for our customer’s protection) and fully process
this refund on 5.23.2014 (this past Friday). Due to the holiday weekend I would
expect this monetary refund to be sent over to our customer’s credit card
account today and it may take 3-5 more business days for the bank that manages
our customer’s card to fully process the refund on their end. I have sent a
message to our Accounting Department to ensure that this refund is as expedited
from our end as quickly as it can be.
On
top of the monetary refund I do see that our customer has also been mailed a
$100.00 Bobs Discount Furniture Gift Card as a form of further apology. I do
understand why [redacted] would have reservations about shopping with us again however;
we humbly ask that our customer gives us one more chance to earn her trust back
in our business in the future. We normally do not fail our customers as poorly
as we did during [redacted]’s purchase and we have worked above and beyond our
normal polices to provide [redacted] with accommodation for our mistakes. We have
many items that are available to take from our showroom or clearance centers should
[redacted] not want to use our delivery service in the future.
Please
advise me if our customer is in need of any additional assistance for this
concern.
Thank you for the opportunity to make
it right,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
10pt;">We sincerely apologize for the errors, poor service and
lack of follow through this customer has experienced. I can see that this has caused unwelcomed
stress at a time when that stress would be particularly unwelcomed in their
life. I am especially sorry for
that.
We recognized that we have failed this customer, as a
business, we do need bear in mind several things when compensating a
customer. The amount of the gift card
you were offered is far above what we would normally offer.
As a courtesy for the issues this customer has
encountered we will make an offer to refund both delivery fees back to the two
different [redacted]ards used. In addition to
these refunds we will offer a $50 gift card in an effort to allow the customer
to choose a nice “take with” item from our store so that they may instead of
remembering the stress and discomfort we caused remember we did attempt to make
it right.
If this customer accepts this offer, please reply to
the Revdex.com so we can create the necessary paperwork.
Good Afternoon Revdex.com,
We are very sorry about the concerns our...
customer experienced with this
mattress delivery and our records indicate that the mattress had been delivered
the following day after this complaint was submitted to Revdex.com (8.15.2015).
While we agree that our customer has experienced
inconvenience as a result of our failures I feel it is pertinent that the Revdex.com
be made aware that I personally spoke
with this customer on 8.08.2015 and made an accommodation to work out of
our normal policies and offer store credit on a foundation that the customer
was never charged for by our company.
We made the adjustments to our delivery schedule on a
Saturday to accommodate this individual, as a business it is our duty to make
the concern we caused right and this duty has been met just as the customer
demanded it be. We took into account the level of failure our customer experienced
and made it right by this individual even though we were ultimately inconveniencing
others.
There are no defects present or concerns of the
cosmetic nature present with this bedding set at this time, therefore the
factory fresh merchandise in our customer’s home in not eligible for a refund.
We are happy to offer our customer a $100.00 Bobs
Discount Furniture Gift Card as our further form of apology for this concern.
If the customer would like to accept our offer please
advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they
should receive the gift card within 7-10 business days of their response being
entered.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I will accept the store credit offered by the business and will exchange the furniture that is defective.
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 reached out to [redacted] by phone today
(8.15.2014) on the number he has provided in this complaint. I have left a
message with my direct contact information so that I can directly assist our
customer in resolving this concern. I am very sorry for any troublesomeness [redacted]
has endured while seeking to get his concern rectified and I am eager to
receive his return call so that Bobs Discount Furniture can offer our customer
the satisfaction he deserves.
Thank You for the opportunity to make it
right,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very disappointed in Bobs discount furniture. I started with what I thought was a decent sales person until the "manager
" took over. He came over with the Homeboy attitude. I wasn't empressed. He tried to write up our order and screwed it up. We explained to both salesman which item we wanted. On delivery day they delivered the wrong item. Wanted me to keep it until they got this all straightened out. I said no. They left a mess with the packing materials all over the floor and hall. Went back to the store complained to the manager. Apologized promised a call back todAy. It's 5pm and he hasn't and won't call. Pissed as [redacted]!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I am willing to allow the company as a whole to rectify the errors made by the [redacted] location.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks a million to Revdex.com. You guys made it possible. They replace the sofa today and the problem is resolved. Me and my family is so happy after a month frustration. Thank you God bless America and Revdex.com Regards [redacted]
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.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[redacted] 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.
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
Please pass on our apologies to Mr. and Mrs. [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause them. We assure Mr. and Mrs. [redacted] that their property claim has been
correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As their property claim is being handled by the trucking company
that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that
third party and not Bobs Discount Furniture directly. Per our contractual
agreements with this trucking company they are owed a fair chance to process
resolution on their claim prior to Bobs Discount Furniture inserting ourselves
into a situation where it is most likely unnecessary and could ultimately cause
confusion or a delay in response to the customer.
I did send a message on Mr. and Mrs. [redacted]’s behalf and received the
following response from the trucking company responsible for this claim (I have
removed the agent’s last name in order to protect their security in this public
channel):
From:
[redacted] [mailto:[redacted] Sent: Tuesday, November 10, 2015 3:10 PMTo: G[redacted], Stephanie
Good Afternoon All,
I have talked to Mr. [redacted] about having a manager come to his home tomorrow
( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take
a photo of the damage. We will address how we will resolve this matter
once this has been completed and update everyone accordingly.
Thank you,
[redacted]
We encourage the customer to continue communications with the representative(s)
handling his claim via the trucking company.
We apologize again to our customer for the inconveniences this
concern causes them and remain confident in the trucking company’s ability to
address the damage caused directly with the claimant.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Afternoon Revdex.com,
Please apologize to our customer
for any confusion that may have been initiated at our store regarding the
explanation of this fee. As the retailer
it is our responsibility to properly explain this fee and the fact that it is
not controlled by us (the retailer).
As of May 1, 2015
CT state law requires that every retailer collect a $9 recycling fee for every
mattress and/or foundation sold. This fee, paid by the customer when bedding is
sold, is passed on to the state, thus funding the state’s mattress recycling
program. As we are not in control of charging this fee we are unable to offer a
refund on the fee.
The Mattress Recycle Council – Is
a nonprofit organization formed by the mattress industry to operate
recycling programs in all states that enact mattress and box spring/foundation
recycling laws.
·
CT state mattress recycling program is similar to the recycling
programs that a number of states have for other products like oil, paint,
tires, carpet and batteries.
·
Every year, at least 20 MILLION used mattress and box
springs are dumped.
·
That’s an average of about 50,000 EVERY DAY!
·
More than 90 percent of a mattress can be recycled
·
Recycling will conserve new resources by making used steel, foam
and other materials available for use in new products
·
Reduces reliance on incinerators and landfills by diverting
mattresses from the waste stream
·
Reduces the number of illegally dumped mattresses
·
Creates recycling jobs
The customer can
also visit [redacted]
for more information on this program.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
mso-bidi-font-weight: bold;">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the Alex set purchased in
2016. We have offered the customer
service, which they have refused. We
have offered the customer reselection or exchange, which was also refused. These are the options available to the
customer. Please see attached photos
that the customer submitted to us. There
are spots where the stuffing is coming through the seams, this is clear. We can offer parts and service or reselection
only for these issues. I have attached
the customer’s sales order as well. This
has the service policy and return policy highlighted. This was reviewed and signed at time of
purchase.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 3.15.14 and at the time of purchase, the customer purchased the option of
[redacted] Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 11.12.16. His report documented no manufacturing
defects. He did report that there was
damage that was unrepairable. The
mattress is stained in several places, depending on what was spilled on the
mattress, that can cause a breakdown in the material, stains void the warranty,
which is why we advise a mattress protector.
The Bed is damaged due to it being on hardwood floors and sliding. This was explained to the customer in a
service back in September 2015.
We did replace the sectional that was deemed defective.
We would expect from a business perspective that if a customer
purchases the [redacted] Plus plan they would read the flyer that was included with
the sales order at point of purchase. It
does clearly spell out what damages are covered and which company to reach out
to. We are very sorry that we are not
able to cover these damages as they are not the result of a manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
Our
records indicate that [redacted]’s sales order has been canceled. [redacted] has
been granted a $125.00 gift card to Bobs Discount Furniture as we were so sorry
for her wait time. We apologize again that we could not control the length of
shipping time that led to our customer’s disappointment. At this time we are
unable to offer further recourse for this concern.
Thank
You,
[redacted]
Bobs
Discount Furniture
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]
Recently I purchased a lift chair from My Bobs. I can not say enough good about the customer care and service I received. The chair is of good quality and meets my medical needs. The customer service in the Depford, N.J. store was helpful and courteous. Due to two broken ribs I was unable to get into a car to physically go to the store. The delivery people were on time and set the chair up and showed me how to use the remote. The whole thing was an excellent experience for me while in a bad physical position.
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found to
have a slight depression of under 1 1/4”.
This is absolutely to industry standards and normal wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance.
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here.
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 Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 2 Photos of the Mattress-
- 1 Picture that clearly
shows the entire facing surface of the mattress
-1
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
After waiting since before Memorial Day for an entertainment center, it was delivered it was delivered on 5-27. Upon set up part of it was broken, they said that the section that was damaged would be replaced on 6-30. I complained that I had to take off work,when it arrived on that day it was the wrong section so I called again. They apologized and told me they would send out the right section on 7-3. I had to miss another days work for them to send the right piece out and when I asked how I would be compensated I was told that I would get a 75$ gift card. I had already made 2 payments on the furniture & missed 2 days work. That's totally unacceptable
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]).
[redacted] 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. The customer
reported that the damage was done during the normal use of the piece; this is
not an accident and so was denied. [redacted] responsibility under the [redacted] protection is only for accidents.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defect. I have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about 30 days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the [redacted] insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to [redacted], if it
is not an accident, or the customer is not sure, they should call us.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning Revdex.com,
I
would like to apologize to [redacted] again for the frustration we caused her
family. Our records reflect that as of 5.16.2014 there was a refund credit for
the cost of the delivery fee made to our customer. Looking further into this
account our information indicates that we were able to speak with our customer
(we must ask for credit card numbers on an unrecorded line as we do not keep
full credit card numbers on file for our customer’s protection) and fully process
this refund on 5.23.2014 (this past Friday). Due to the holiday weekend I would
expect this monetary refund to be sent over to our customer’s credit card
account today and it may take 3-5 more business days for the bank that manages
our customer’s card to fully process the refund on their end. I have sent a
message to our Accounting Department to ensure that this refund is as expedited
from our end as quickly as it can be.
On
top of the monetary refund I do see that our customer has also been mailed a
$100.00 Bobs Discount Furniture Gift Card as a form of further apology. I do
understand why [redacted] would have reservations about shopping with us again however;
we humbly ask that our customer gives us one more chance to earn her trust back
in our business in the future. We normally do not fail our customers as poorly
as we did during [redacted]’s purchase and we have worked above and beyond our
normal polices to provide [redacted] with accommodation for our mistakes. We have
many items that are available to take from our showroom or clearance centers should
[redacted] not want to use our delivery service in the future.
Please
advise me if our customer is in need of any additional assistance for this
concern.
Thank you for the opportunity to make
it right,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
10pt;">We sincerely apologize for the errors, poor service and
lack of follow through this customer has experienced. I can see that this has caused unwelcomed
stress at a time when that stress would be particularly unwelcomed in their
life. I am especially sorry for
that.
We recognized that we have failed this customer, as a
business, we do need bear in mind several things when compensating a
customer. The amount of the gift card
you were offered is far above what we would normally offer.
As a courtesy for the issues this customer has
encountered we will make an offer to refund both delivery fees back to the two
different [redacted]ards used. In addition to
these refunds we will offer a $50 gift card in an effort to allow the customer
to choose a nice “take with” item from our store so that they may instead of
remembering the stress and discomfort we caused remember we did attempt to make
it right.
If this customer accepts this offer, please reply to
the Revdex.com so we can create the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
We are very sorry about the concerns our...
customer experienced with this
mattress delivery and our records indicate that the mattress had been delivered
the following day after this complaint was submitted to Revdex.com (8.15.2015).
While we agree that our customer has experienced
inconvenience as a result of our failures I feel it is pertinent that the Revdex.com
be made aware that I personally spoke
with this customer on 8.08.2015 and made an accommodation to work out of
our normal policies and offer store credit on a foundation that the customer
was never charged for by our company.
We made the adjustments to our delivery schedule on a
Saturday to accommodate this individual, as a business it is our duty to make
the concern we caused right and this duty has been met just as the customer
demanded it be. We took into account the level of failure our customer experienced
and made it right by this individual even though we were ultimately inconveniencing
others.
There are no defects present or concerns of the
cosmetic nature present with this bedding set at this time, therefore the
factory fresh merchandise in our customer’s home in not eligible for a refund.
We are happy to offer our customer a $100.00 Bobs
Discount Furniture Gift Card as our further form of apology for this concern.
If the customer would like to accept our offer please
advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they
should receive the gift card within 7-10 business days of their response being
entered.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I will accept the store credit offered by the business and will exchange the furniture that is defective.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I reached out to [redacted] by phone today
(8.15.2014) on the number he has provided in this complaint. I have left a
message with my direct contact information so that I can directly assist our
customer in resolving this concern. I am very sorry for any troublesomeness [redacted]
has endured while seeking to get his concern rectified and I am eager to
receive his return call so that Bobs Discount Furniture can offer our customer
the satisfaction he deserves.
Thank You for the opportunity to make it
right,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am very disappointed in Bobs discount furniture. I started with what I thought was a decent sales person until the "manager
" took over. He came over with the Homeboy attitude. I wasn't empressed. He tried to write up our order and screwed it up. We explained to both salesman which item we wanted. On delivery day they delivered the wrong item. Wanted me to keep it until they got this all straightened out. I said no. They left a mess with the packing materials all over the floor and hall. Went back to the store complained to the manager. Apologized promised a call back todAy. It's 5pm and he hasn't and won't call. Pissed as [redacted]!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I am willing to allow the company as a whole to rectify the errors made by the [redacted] location.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks a million to Revdex.com. You guys made it possible. They replace the sofa today and the problem is resolved. Me and my family is so happy after a month frustration. Thank you God bless America and Revdex.com Regards [redacted]
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.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[redacted] 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.
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison