Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We have reviewed the account
and the reviewed the recorded calls from the customer into the call
center. The customer has been dealing
primarily with the store. The customer had
two scheduled exchanges.
12.30.16 the store canceled the appointment on behalf of the
customer as the customer did not like the timeframe they received.
1.7.17 was coded as a Not At Home; team was there inside of
given timeframe of 2-6pm.
If the customer would like the refund, they must call into
customer care or the store and schedule the pickup of the tables. While the cancelation of the appointment on
12.30.16 might have been a miscommunication with the store and the customer, our
team was absolutely at the home, within the given timeframe on 1.7.17. Once the return is picked up, we will release
the refund. The customer split payment
between the credit card ending in [redacted] and cash. The refund is already set up correctly, the
portion paid with the credit card will be released once the pickup is
completed, the cash portion will be refunded as a corporate check.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com-
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 our Customer Care
Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to
accept this offer and have it fully processed.
We have not been made aware of any
damages that have not been addressed and
we have no service report from a technician that there are any
manufacturing issues with any pieces of this set that have not been addressed
previously. If the customer believes
that there are manufacturing issues that have not been reported, we ask that
the customer calls and sets up a service so that we may have the opportunity to
correct any concerns.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 80%. This 80% will
be based off of the original cost paid for the merchandise. In the
interest of fairness we would ask that if the customer wants the new furniture
they select to be delivered they cover the cost of that service as delivering
the merchandise has always been a charge we maintain separate from the cost of
our merchandise. We will expect to remove the current bedroom set the customer
has in the home before or on the same day the newly selected item is delivered.
We would also be willing to offer the customer a discount on the
pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the
purchase price. We can issue this as a
corporate check. This would be in the
amount of $209.60.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First I filed claim in June of 2013 with their goof proof plan which I bough for $ 150 and uploaded pictures as they told me to do and made multiple phone calls but no response.
Second its been 10 months and I told them that the arm rest of couch was broken and also had stains in the middle seat. I can not keep a broken couch in my house for so long and keep waiting for them to come and fix it. When they do not even call me back.
I did throw away the couch because I knew no one was going to come and fix it.
After purchasing more then $3000 plus of furniture from them they ripped me off for $ 150.
Will never buy anything from them and tell my friends and family to do the same.
Sincerely,
[redacted]
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
My sincerest apologies on behalf of Bobs Discount Furniture for
the multiple inconveniences you have experienced with your products. I have
sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector
sent by [redacted] to your residence and I am happy to help you move forward in
resolving your loveseat concerns.
I attempted to reach out to you via phone today to address your
concerns verbally.
Please return my voicemail at your convenience at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- 11 for promised delivery. [redacted] was working today and I was leaving for a trip. The person gracious to be up on their day off to wait for a delivery that never came. Mid morning [redacted] got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him back. No call ever came. Where was the footboard?
The person we had at our house didn't want to leave until we were sure no delivery coming. When I reached my destination I called customer service was on hold 3 separate occasions for greater than 15 mins and disconnected twice. I was told that item was damaged. Is this the same piece that was supposedly damaged Thursday?. Why does the story range from it isn't on truck to it is damaged. Who is lying? You have a very inefficient customer service phone service, very inept way of conducting business. I was told that delivery can not be until wed 2/11 which is what we were told last thurs. This delay is totally unacceptable and twice you failed to provide a service you wre well paid in full for. I spoke with [redacted]'s permission to account manager named [redacted] who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for.
She arranged for early Wednesday morning delivery. If there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our need. I also requested that item be checked for damage and accounted to a manager that it is on truck for delivery. No more bogus stories. Where are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice. [redacted] stated if order is to [redacted]'s satisfaction on wed for him to call to discuss compensation for this progracted delay. I don't think anyone would be happy to not have a bed to sleep in for this many nights.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to me. Your explanation of the
delivery issue I experienced in 2011 is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandise. I am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their job. Nor is it my concern if the delivery team works longer
than 8 hours, that's your concern. I work more than 8 hours each and every day,
as to many other people. This is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $100.00 cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding). I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying.
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yours. I called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as well. do you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it.
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from me. Your delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would have. I had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floor. Luckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them. ...⇄
Clearly this response was meant to appease me, with
no actual remedy to the situation. In fact, I felt that your responses implied
I am being dishonest in some way.
Sincerely,[redacted]
(even more upset than before!)
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]
This case started in August 27,2015 and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $200 table or $75 check, when I paid $764.00 for my dining room table. I want what was promised to me when I purchased the $764.00 table either repair or to be replaced in equal value. [redacted] can send a technician to repair my $764.00 table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance.
[redacted]
Good Afternoon Revdex.com,
Roman" size="3">
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had such a poor
experience with Bob’s. We look at every
delivery failure as a serious issue; the failures that involve children are
especially difficult. The first delivery
the headboard came with a crack. This is
not an issue we would have known about before delivery as the boxes are not
opened in the warehouse before loading.
We are very sorry that this delivery was never completed and sorry we
have lost this customer’s trust. The
merchandise is being picked up 11.23.16 for a complete refund.
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I
apologize that you found my first response to be so unsatisfactory. Regretfully
Bobs Discount Furniture is not in control of the shipment from our vendor being
delayed. There are many factors to consider when merchandise is coming across
the ocean and as stated previously we are just as disappointed as you are that
we cannot deliver when initially promised. The fact remains that we could get
this shipment in sooner than anticipated and you may still be able to get this
merchandise on the original date you selected. You are not experiencing a
failure from delivery therefore the delivery fee that is charged for the specific
service of delivering/assembling your merchandise to your residence should be
charged to you. You are experiencing a stock failure, our computer system that
we trust on a daily basis read that we had this stock when you initially
scheduled. We would never intentionally promise you something we didn’t believe
wholeheartedly we could honor.
There
are options available to you if you are unable to wait any longer for this
product. You can visit our showroom and reselect to a different bedroom set
with a credit based off the bed you have and the items you haven’t received.
You
are also eligible to cancel the undelivered merchandise for a monetary refund
as stated on your sales receipt. If you felt that this route was necessary I can
also approve to have the delivered merchandise picked up and removed from your
home for a monetary refund following its shipment to our distribution center.
We
empathize with you and apologize again for this inconvenience however we are
unable to offer compensation for an event that is beyond our control. Bobs
Discount Furniture prides itself on offering our customers the best quality
merchandise for its price point and we are doing everything in our power to
aide you in receiving the furniture you purchased from us.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the...
inconveniences and frustration we
have caused this customer. I do see that
all merchandise except for the one backordered dresser, were delivered on
September 1st. The nightstand
was delivered damaged and needed to be exchanged. The customer also requested a reselection on
the chaise. We picked that up on the day
we exchanged the nightstand. The next
delivery was the new piece, an end table the customer chose to replace the
chaise.
We can absolutely understand the frustration of the damaged
dresser having to be exchanged again. We
are waiting for stock from the manufacturer.
The customer does have one in the home that can be used until we receive
the replenishment stock. It was reported
that the one in the home has damaged corners the customer should absolutely use
this as their own.
Complaint: [redacted]
I am rejecting this response because:
You
have a lot of nerve to suggest that we have not kept our couch set in good
condition and that it’s 'heavily soiled,' especially when you readily admit
that you do not have photos to back up your claim. As it clearly states in our complaint, our
issue is not with staining, but with what your own technician called
unacceptable deterioration of the cushion interiors. There is no way that anything we did caused
this condition. We have taken great care
of our couches; they are not heavily soiled by any means. You can confirm this
with [redacted], the company that handles your stain claims. If there was staining, we would have filed a
claim with them. We have never done so. The report your technician completed and had
my husband sign the day of the inspection confirms that staining is not the
issue. My husband read over and signed the report - it only had one line written on it and it was not about
staining.
There
is one recent small stain, not 'heavy soiling', on one of the seat cushions,
but this too is Bob’s fault (we would
have made a claim with [redacted] regarding this stain, but we were hoping to
resolve the claim for the condition of the cushions first. A small stain is not of grave concern when
the cushions already look awful due to their deterioration). We accidentally dropped a solid pill on the
couch – there were no marks or stains, but since it’s a pill that is not
supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down. My husband
followed the instructions and the cleaning solution left the mark. Your own cleaning solution left a stain on our couch – not anything that we did. I
don’t think one mark entails an entire couch set to be labeled as ‘heavily
soiled.’ Perhaps if you tested your
cleaning solution on all of the fabrics you sell before selling the solution as ‘[redacted]’ this stain would never have
occurred.
I’ve
attached the requested pictures of the couch set. It's really terrible that my husband
had to take off work for this 'courtesy visit' just for the pictures to get
lost and for you to make false claims about how we care for our couch set. If, as is clearly evident, you were never
going to honor the [redacted] you sold us, you should have, for the first time,
been honest from the beginning and told us so.
At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolution. Please let us know if you need any additional
photos to resolve this issue.
Overall
– we're extremely disappointed with the customer service that we’ve received
from Bob’s and your response to our complaint is wholly unacceptable. In your response you state that Bob’s “cares
very much to resolve our customer’s concerns while maintaining their trust in
ou[r] business.” From the experience we
have had to-date, this statement could not be further from the truth. Instead, from the way you have treated us, it
seems that it is company [redacted] to accuse your customer of being wrong rather
than resolving their concerns and maintaining their trust. This is an unconscionable way to do business,
especially with loyal repeat customers.
Sincerely,
[redacted]
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is 5 minutes from my home. The mattress is great.
HOWEVER, their delivery people [redacted] LEMONS.
I'm over 70. I could have picked up the mattress from the store as I have an SUV and someone who could have helped. But I needed to have the old mattress removed. The sales person Imani told me that if I paid $99 for delivery, they WOULD take the old mattress away. NO qualifications were stated.
The delivery driver was a NASTY piece of work. We had the old mattress ALREADY down on the first floor by the door to save the delivery man time and work. The old mattress had a water stain due to a FIRE in my house.He refused to take the old mattress. Said 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it. (I had packaging tape and a box cutter handy). He REFUSED to wait for the 2 minutes it would have taken.
I would have refused the delivery if I didn't NEED the new mattress.
The driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the door. They didn't even bother to remove the plastic it was wrapped in. *I* had to struggle to take it off. Those mattresses are HEAVY.
I spent 3.5 HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their part. I WAS REFUSED TWICE.
I WILL NEVER BUY FROM BOB'S AGAIN. They can go to H___.
I have NEVER had a company not try to placate a customer is SOME way. They would not budge an INCH.
BUYER BEWARE.
Revdex.com,
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year manufacturing guarantee period.
Bonded Leather offered the look of luxury at a much more affordable price point
and as its name depicted, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. When this material became available from our manufacturers Bob’s like
many other retailers believed it was just short of a miracle.
We
have since found that many of our customers have experienced the adhesion has
separated causing a bubbling or peeling of the top leather. As this has affected so many of our customers
we have made it our policy to offer a reselection to those customers that
advise us they have this concern.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 100% of the
original cost you paid for the [redacted] sofa and loveseat, this would be a
reselection credit. We will waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
reply back to the Revdex.com mediation service if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit. I would also like to know if you can provide
any details of the conversation you mention in your complaint. As this is not our policy, I would like to
know if the customer recalls when this conversation took place and the name of
the agent that gave this false information. That is an opportunity for retraining.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
For over a year and a half Bobs furniture continued to send me defective leather couches. As of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces back. Don't ever under any circumstances ever by furniture from Bobs. When I tried to speak to a supervisor yesterday she reduced to come onto the phone. They will sell you defective furniture. Buyer think twice before ever spending your money with these cheating pair of scales.
Please
pass on our apologies to our customer for the aggravation we have caused. While
it is normal procedure for our technician’s to call in using the customer’s
phone (so we have the appropriate time to speak with the customer directly
while the technician moves onto his next assignment) there is no excuse for the
allegations of an extreme language barrier or improper preparedness of the
technician. We thank our customer for escalating these concerns and assure our
customer that these are offenses we consider unacceptable.
We have
reviewed the customer’s product concern at an executive level and agree with
our customer that the nature of this concern is relatable to the coverage
associated with the purchased protection plan.
The current sectional is not a part of
our stocked product line up any longer and for any single claim, the limit of
liability under this plan is the replacement of the affected furniture item
with a new replacement piece of equal value, excluding taxes per the state law
of MA.
We are happy to offer the customer a
reselection credit totaling the price paid for the five (5) sectional pieces
originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.
This
option for resolution fulfills the protection plan originally purchased and
will allow the customer to visit any Bobs Discount Furniture showroom within
the next two (2) months and select another living room set using their associated
store credit. The plan will also cover the cost of delivering the new
merchandise selected and removing the five (5) sectional pieces currently in
the home on the same date. We fully expect to remove all sectional pieces
receiving credit on the same date we deliver the newly selected items.
Should
the customer wish to have this option for resolution processed please ask that
they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the
necessary paperwork and have our retail location reach out to them with notice
of the active store credit.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 honor the customer’s request for a refund of the delivery
fee ($59.99) 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
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial [redacted]
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s 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.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 8.9.16 and at the time of purchase, the customer purchased the option of
Goof Proof 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.
The customer submitted a claim to [redacted] for concerns
unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for
concerns three times since delivery.
As a one time courtesy to ensure the safety all members of
the family, we will offer this customer a reselection for the Charisma set
currently in home. If the customer would
like to accept this offer, please reply through the Revdex.com, we will then create
the paperwork to enable the reselection.
We will credit for the GPP plan and we will waive a new delivery
fee. The customer will have sixty days
from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma
set when the new merchandise is delivered.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the concerns...
represented in this
complaint. We have reviewed the account
and the reviewed the recorded calls from the customer into the call
center. The customer has been dealing
primarily with the store. The customer had
two scheduled exchanges.
12.30.16 the store canceled the appointment on behalf of the
customer as the customer did not like the timeframe they received.
1.7.17 was coded as a Not At Home; team was there inside of
given timeframe of 2-6pm.
If the customer would like the refund, they must call into
customer care or the store and schedule the pickup of the tables. While the cancelation of the appointment on
12.30.16 might have been a miscommunication with the store and the customer, our
team was absolutely at the home, within the given timeframe on 1.7.17. Once the return is picked up, we will release
the refund. The customer split payment
between the credit card ending in [redacted] and cash. The refund is already set up correctly, the
portion paid with the credit card will be released once the pickup is
completed, the cash portion will be refunded as a corporate check.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon...
Revdex.com-
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 our Customer Care
Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to
accept this offer and have it fully processed.
We have not been made aware of any
damages that have not been addressed and
we have no service report from a technician that there are any
manufacturing issues with any pieces of this set that have not been addressed
previously. If the customer believes
that there are manufacturing issues that have not been reported, we ask that
the customer calls and sets up a service so that we may have the opportunity to
correct any concerns.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 80%. This 80% will
be based off of the original cost paid for the merchandise. In the
interest of fairness we would ask that if the customer wants the new furniture
they select to be delivered they cover the cost of that service as delivering
the merchandise has always been a charge we maintain separate from the cost of
our merchandise. We will expect to remove the current bedroom set the customer
has in the home before or on the same day the newly selected item is delivered.
We would also be willing to offer the customer a discount on the
pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the
purchase price. We can issue this as a
corporate check. This would be in the
amount of $209.60.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
First I filed claim in June of 2013 with their goof proof plan which I bough for $ 150 and uploaded pictures as they told me to do and made multiple phone calls but no response.
Second its been 10 months and I told them that the arm rest of couch was broken and also had stains in the middle seat. I can not keep a broken couch in my house for so long and keep waiting for them to come and fix it. When they do not even call me back.
I did throw away the couch because I knew no one was going to come and fix it.
After purchasing more then $3000 plus of furniture from them they ripped me off for $ 150.
Will never buy anything from them and tell my friends and family to do the same.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
My sincerest apologies on behalf of Bobs Discount Furniture for
the multiple inconveniences you have experienced with your products. I have
sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector
sent by [redacted] to your residence and I am happy to help you move forward in
resolving your loveseat concerns.
I attempted to reach out to you via phone today to address your
concerns verbally.
Please return my voicemail at your convenience at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- 11 for promised delivery. [redacted] was working today and I was leaving for a trip. The person gracious to be up on their day off to wait for a delivery that never came. Mid morning [redacted] got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him back. No call ever came. Where was the footboard?
The person we had at our house didn't want to leave until we were sure no delivery coming. When I reached my destination I called customer service was on hold 3 separate occasions for greater than 15 mins and disconnected twice. I was told that item was damaged. Is this the same piece that was supposedly damaged Thursday?. Why does the story range from it isn't on truck to it is damaged. Who is lying? You have a very inefficient customer service phone service, very inept way of conducting business. I was told that delivery can not be until wed 2/11 which is what we were told last thurs. This delay is totally unacceptable and twice you failed to provide a service you wre well paid in full for. I spoke with [redacted]'s permission to account manager named [redacted] who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for.
She arranged for early Wednesday morning delivery. If there is any further delay in this order we want you to come pick it up and give a full refund we will find a store that satisfies our need. I also requested that item be checked for damage and accounted to a manager that it is on truck for delivery. No more bogus stories. Where are your quality controls.? Yes an error can be made once but rectify it in a timely manner don't make same mistake twice. [redacted] stated if order is to [redacted]'s satisfaction on wed for him to call to discuss compensation for this progracted delay. I don't think anyone would be happy to not have a bed to sleep in for this many nights.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I feel this
response is a bunch of “I apologize" but imply I am wrong or
misunderstanding your policies, and unacceptable to me. Your explanation of the
delivery issue I experienced in 2011 is no concern of me,
the consumer; I do not care that the delivery team is responsible
"monetarily" for the merchandise. I am responsible for having
furniture for my family to sit on and use, the excuse “I don’t think it will
fit" did not help out situation, nor did it stop the other company from
completing their job. Nor is it my concern if the delivery team works longer
than 8 hours, that's your concern. I work more than 8 hours each and every day,
as to many other people. This is for you to address if it is an issue, and
perhaps they would be able to perform their jobs adequately if they were no so
over worked, as you indicate in your response.
your response to my concern about being told I had to
purchase a new mattress cover is that I should buy a new one with this new
mattress, are you attempting to help me, the consumer, or just attempt to make
a sale of this mattress cover (well over $100.00 cost)? I purchased the cover
and the warranty, and I am not at all surprised that it too has a defect, and
needs replacing (I am have contacted the warranty department regarding). I am
also very frustrated by your remarks regarding my pricing concern, "I can
see if an error occurred" as if I am lying.
You also state “if you
were provided with paperwork as the time of the sale indicating …..” “IF” yet
again you imply I am not being honest, it is on my paperwork, it is also on
yours. I called your store and asked one of your employees to email me a copy
of the receipt and it’s listed there as well. do you deny this? if not, my question is did a member of
you team change it without me being notified or my request, or was this an “anomaly”
or “Glitch”? Did you look into this as you state in your response? Because I
certainly did not make this change request and I certainly did not call your
company several times as a result of this change if I knew about it, or
requested it.
Lastly, you claim that the
delivery team would call your customer care team prior to leaving, this did not
happen, or you have heard more complaints from me. Your delivery team had no
respect for my home, I had to get involved and ensuring that my home was not
damaged, or I fear it would have. I had to stop my Christmas tree from falling
over while they struggled to bring in the new mattress; you have also found out
that they dropped the mattress in the bedroom and completely flipped over my
entertainment center, sending my Xbox, fan, and cable boxes crashing to the
floor. Luckily the items fully functioned after this; there were however
several scratches and cosmetic marks left on them.
...⇄
Clearly this response was meant to appease me, with
no actual remedy to the situation. In fact, I felt that your responses implied
I am being dishonest in some way.
Sincerely,[redacted]
(even more upset than before!)
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]
This case started in August 27,2015 and because I reached out to Revdex.com in October, [redacted] just now stopped jerking me around and are responding to my constant calls to offer me a $200 table or $75 check, when I paid $764.00 for my dining room table. I want what was promised to me when I purchased the $764.00 table either repair or to be replaced in equal value. [redacted] can send a technician to repair my $764.00 table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance.
[redacted]
Good Afternoon Revdex.com,
Roman" size="3">
We sincerely apologize for the frustration and aggravation
our customer cites to have ensured during our attempt at delivering merchandise. I can certainly empathize to our customer’s
point of view in this matter however it is also important that we consider our
delivery team’s point of view during this interaction.
It does not benefit our delivery team in any way to not
deliver merchandise they have on their run. Our teams are compensated by stops completed
and when a stop is coded as a ‘no fit’ it is viewed company wide as a negative
mark on their abilities. Along with now having to work around that merchandise
for the rest of their day (this was only the team’s second stop out of
fourteen), the team is also responsible to safely off load that merchandise to
a return trailer prior to leaving for the day. It is also important to
understand that when delivering to an apartment complex and causing any type of
damage (even a minor scratch on a wall) the delivery team is heavily penalized
and monetary funds are usually deducted from their check to reimburse building
owners for damage repairs. Again, not delivering merchandise is more of a
hinder than a help to any driver. We do not feel our drivers would ever purposely
elect not to deliver product.
We stand behind our delivery team’s determination that there
may have been damages caused to the merchandise or to the building by making
this delivery. As a retailer we have no way of verifying if there were any
damages caused during the transit and carriage of this merchandise into the
customer’s apartment building during the pick up. It has been several days
since the customer completed this transfer on their own and we cannot fully
base our offer of apology on the customer’s perception of what occurred during their
own transit of the product. While we are sorry that the customer needed to pick
up the merchandise at all regretfully we cannot take responsibility for the day
selected to go pick up the merchandise and weather conditions that were present
in that area on this day. As a business we do not deny that by our customer’s assessment
our delivery service failed this attempt so we refunded the original delivery
fee paid to us. This is a fair and even resolution for such an occurrence.
We have already offered this customer a further form of
apology.
Our records indicate that as of 12.01.2014 our retail
location processed a Bobs Discount Furniture Gift Card request in the amount of
$100.00. The ottoman is also being sent to the [redacted] Bobs Store for pickup
(it’s a smaller item and the showroom is only built with a small amount of
additional space for extra merchandise) and will not need to be retrieved from
the [redacted], NJ warehouse location.
We apologize to our customer again for the frustration and aggravation
this process has caused.
Good Afternoon Revdex.com-
We are sincerely sorry that this...
customer had such a poor
experience with Bob’s. We look at every
delivery failure as a serious issue; the failures that involve children are
especially difficult. The first delivery
the headboard came with a crack. This is
not an issue we would have known about before delivery as the boxes are not
opened in the warehouse before loading.
We are very sorry that this delivery was never completed and sorry we
have lost this customer’s trust. The
merchandise is being picked up 11.23.16 for a complete refund.
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I
apologize that you found my first response to be so unsatisfactory. Regretfully
Bobs Discount Furniture is not in control of the shipment from our vendor being
delayed. There are many factors to consider when merchandise is coming across
the ocean and as stated previously we are just as disappointed as you are that
we cannot deliver when initially promised. The fact remains that we could get
this shipment in sooner than anticipated and you may still be able to get this
merchandise on the original date you selected. You are not experiencing a
failure from delivery therefore the delivery fee that is charged for the specific
service of delivering/assembling your merchandise to your residence should be
charged to you. You are experiencing a stock failure, our computer system that
we trust on a daily basis read that we had this stock when you initially
scheduled. We would never intentionally promise you something we didn’t believe
wholeheartedly we could honor.
There
are options available to you if you are unable to wait any longer for this
product. You can visit our showroom and reselect to a different bedroom set
with a credit based off the bed you have and the items you haven’t received.
You
are also eligible to cancel the undelivered merchandise for a monetary refund
as stated on your sales receipt. If you felt that this route was necessary I can
also approve to have the delivered merchandise picked up and removed from your
home for a monetary refund following its shipment to our distribution center.
We
empathize with you and apologize again for this inconvenience however we are
unable to offer compensation for an event that is beyond our control. Bobs
Discount Furniture prides itself on offering our customers the best quality
merchandise for its price point and we are doing everything in our power to
aide you in receiving the furniture you purchased from us.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the...
inconveniences and frustration we
have caused this customer. I do see that
all merchandise except for the one backordered dresser, were delivered on
September 1st. The nightstand
was delivered damaged and needed to be exchanged. The customer also requested a reselection on
the chaise. We picked that up on the day
we exchanged the nightstand. The next
delivery was the new piece, an end table the customer chose to replace the
chaise.
We can absolutely understand the frustration of the damaged
dresser having to be exchanged again. We
are waiting for stock from the manufacturer.
The customer does have one in the home that can be used until we receive
the replenishment stock. It was reported
that the one in the home has damaged corners the customer should absolutely use
this as their own.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
You
have a lot of nerve to suggest that we have not kept our couch set in good
condition and that it’s 'heavily soiled,' especially when you readily admit
that you do not have photos to back up your claim. As it clearly states in our complaint, our
issue is not with staining, but with what your own technician called
unacceptable deterioration of the cushion interiors. There is no way that anything we did caused
this condition. We have taken great care
of our couches; they are not heavily soiled by any means. You can confirm this
with [redacted], the company that handles your stain claims. If there was staining, we would have filed a
claim with them. We have never done so. The report your technician completed and had
my husband sign the day of the inspection confirms that staining is not the
issue. My husband read over and signed the report - it only had one line written on it and it was not about
staining.
There
is one recent small stain, not 'heavy soiling', on one of the seat cushions,
but this too is Bob’s fault (we would
have made a claim with [redacted] regarding this stain, but we were hoping to
resolve the claim for the condition of the cushions first. A small stain is not of grave concern when
the cushions already look awful due to their deterioration). We accidentally dropped a solid pill on the
couch – there were no marks or stains, but since it’s a pill that is not
supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down. My husband
followed the instructions and the cleaning solution left the mark. Your own cleaning solution left a stain on our couch – not anything that we did. I
don’t think one mark entails an entire couch set to be labeled as ‘heavily
soiled.’ Perhaps if you tested your
cleaning solution on all of the fabrics you sell before selling the solution as ‘[redacted]’ this stain would never have
occurred.
I’ve
attached the requested pictures of the couch set. It's really terrible that my husband
had to take off work for this 'courtesy visit' just for the pictures to get
lost and for you to make false claims about how we care for our couch set. If, as is clearly evident, you were never
going to honor the [redacted] you sold us, you should have, for the first time,
been honest from the beginning and told us so.
At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolution. Please let us know if you need any additional
photos to resolve this issue.
Overall
– we're extremely disappointed with the customer service that we’ve received
from Bob’s and your response to our complaint is wholly unacceptable. In your response you state that Bob’s “cares
very much to resolve our customer’s concerns while maintaining their trust in
ou[r] business.” From the experience we
have had to-date, this statement could not be further from the truth. Instead, from the way you have treated us, it
seems that it is company [redacted] to accuse your customer of being wrong rather
than resolving their concerns and maintaining their trust. This is an unconscionable way to do business,
especially with loyal repeat customers.
Sincerely,
[redacted]
I purchased a queen size bob-o-pedic gel mattress.from my local Flushing, NY store which is 5 minutes from my home. The mattress is great.
HOWEVER, their delivery people [redacted] LEMONS.
I'm over 70. I could have picked up the mattress from the store as I have an SUV and someone who could have helped. But I needed to have the old mattress removed. The sales person Imani told me that if I paid $99 for delivery, they WOULD take the old mattress away. NO qualifications were stated.
The delivery driver was a NASTY piece of work. We had the old mattress ALREADY down on the first floor by the door to save the delivery man time and work. The old mattress had a water stain due to a FIRE in my house.He refused to take the old mattress. Said 'that's not a water stain, I ain't touching that thing.' WE offered to take the plastic the new mattress was wrapped in and put it on the old one so he wouldn't have to touch it. (I had packaging tape and a box cutter handy). He REFUSED to wait for the 2 minutes it would have taken.
I would have refused the delivery if I didn't NEED the new mattress.
The driver and his helper WITH a TON of 'attitude' finally brought the new mattress up and plopped it onto the boxspring and RAN out the door. They didn't even bother to remove the plastic it was wrapped in. *I* had to struggle to take it off. Those mattresses are HEAVY.
I spent 3.5 HOURS on the phone with their 'Customer (Doesn't) Care' people asking for a refund of the delivery fee as they didn't fulfill their part. I WAS REFUSED TWICE.
I WILL NEVER BUY FROM BOB'S AGAIN. They can go to H___.
I have NEVER had a company not try to placate a customer is SOME way. They would not budge an INCH.
BUYER BEWARE.
Good
Afternoon...
Revdex.com,
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year manufacturing guarantee period.
Bonded Leather offered the look of luxury at a much more affordable price point
and as its name depicted, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. When this material became available from our manufacturers Bob’s like
many other retailers believed it was just short of a miracle.
We
have since found that many of our customers have experienced the adhesion has
separated causing a bubbling or peeling of the top leather. As this has affected so many of our customers
we have made it our policy to offer a reselection to those customers that
advise us they have this concern.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 100% of the
original cost you paid for the [redacted] sofa and loveseat, this would be a
reselection credit. We will waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
reply back to the Revdex.com mediation service if this option for resolution is
acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit. I would also like to know if you can provide
any details of the conversation you mention in your complaint. As this is not our policy, I would like to
know if the customer recalls when this conversation took place and the name of
the agent that gave this false information. That is an opportunity for retraining.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
For over a year and a half Bobs furniture continued to send me defective leather couches. As of yesterday they finally said despite various attempts they are now giving me my money back and taking the pieces back. Don't ever under any circumstances ever by furniture from Bobs. When I tried to speak to a supervisor yesterday she reduced to come onto the phone. They will sell you defective furniture. Buyer think twice before ever spending your money with these cheating pair of scales.
Good Morning Revdex.com,...
Please
pass on our apologies to our customer for the aggravation we have caused. While
it is normal procedure for our technician’s to call in using the customer’s
phone (so we have the appropriate time to speak with the customer directly
while the technician moves onto his next assignment) there is no excuse for the
allegations of an extreme language barrier or improper preparedness of the
technician. We thank our customer for escalating these concerns and assure our
customer that these are offenses we consider unacceptable.
We have
reviewed the customer’s product concern at an executive level and agree with
our customer that the nature of this concern is relatable to the coverage
associated with the purchased protection plan.
The current sectional is not a part of
our stocked product line up any longer and for any single claim, the limit of
liability under this plan is the replacement of the affected furniture item
with a new replacement piece of equal value, excluding taxes per the state law
of MA.
We are happy to offer the customer a
reselection credit totaling the price paid for the five (5) sectional pieces
originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.
This
option for resolution fulfills the protection plan originally purchased and
will allow the customer to visit any Bobs Discount Furniture showroom within
the next two (2) months and select another living room set using their associated
store credit. The plan will also cover the cost of delivering the new
merchandise selected and removing the five (5) sectional pieces currently in
the home on the same date. We fully expect to remove all sectional pieces
receiving credit on the same date we deliver the newly selected items.
Should
the customer wish to have this option for resolution processed please ask that
they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the
necessary paperwork and have our retail location reach out to them with notice
of the active store credit.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 honor the customer’s request for a refund of the delivery
fee ($59.99) 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
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial [redacted]
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s 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.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 8.9.16 and at the time of purchase, the customer purchased the option of
Goof Proof 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.
The customer submitted a claim to [redacted] for concerns
unrelated to any accident and the claim to [redacted] was denied. We have sent a technician to the home for
concerns three times since delivery.
As a one time courtesy to ensure the safety all members of
the family, we will offer this customer a reselection for the Charisma set
currently in home. If the customer would
like to accept this offer, please reply through the Revdex.com, we will then create
the paperwork to enable the reselection.
We will credit for the GPP plan and we will waive a new delivery
fee. The customer will have sixty days
from the date that they accept this offer to choose new merchandise. The delivery team will remove the Charisma
set when the new merchandise is delivered.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture