Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies for the level of failure our
customer has experienced with this purchase. I understand and acknowledge the
reasons why our customer is frustrated with this entire ordeal and further
apologize for the lack of care she feels her delivery and concerns have been
met with. Please know that in moving forward in this communication I will be
doing my very best to address the demand for information the customer is
communicating, I am not – in any definition of the word- attempting to make
excuses for the poor experience that has taken place here.
The merchandise selected was ordered as a ‘Special Order’.
Special orders are made one and only time specifically for the specified
customer/order by the overseas vendor. We certainly take full ownership and
responsibility for the failures and misplacement of merchandise from the
original attempt, conversely to the dates communicated by the customer, I find
in this customer’s account that the delivery attempt was scheduled for
8.26.2015 and canceled by the customer on 8.24.2015. All merchandise for
deliveries to ** has to begin its loading/shipping process from our CT
distribution center at least three days prior to the scheduled delivery. We try
very hard to remain transparent with our customers by placing the following
information on the sales receipt:
Once scheduled, any changes to your order must be
made at
least 3 days prior to your scheduled delivery
date.
Again – we understand our failure in this case, our
representative should never have rescheduled an item we only had one of for a
date two days after the planned issue date or allegedly told the customer that
this wasn’t already on its way for shipment. This is our training failure and
we have begun taking the appropriate action internally to correct this failure
and ensure it does not occur again. When merchandise is loaded then shipped and
not delivered it then must start a return process from a trucking company in **
to our distribution center in CT. As we do approximately 4,000 deliveries a day
it is rational to expect that each trucking company has several return trailers
returning to the distribution center on various days for various reasons. The
best determination I can make from reviewing this specific situation is that
the loveseat was placed on one return trailer while the other sectional items
went back on a different trailer and again – the order should never have been offered for a re
delivery from the customer’s cancelation in such a short span of time. The
physical process of shipping for delivery (please also consider that most
likely this merchandise had to ride
around all day to other stops with the original delivery team on the scheduled
date of 8.26.2015 and then had to be unloaded again that evening after the team
returned), offloading, re loading, shipping back to CT, offloading again, and
then finally preparing to ship out again to the customer just doesn’t happen
successfully within the small rescheduling window that was provided to the
customer here.
In all legitimacy if this sectional was a part of our
stocked line up then the rescheduling timeframe wouldn’t have caused any
inconvenience to our customer as we could have just picked the new items right
off of our distribution center shelves to ship out for 8.28.2015.
Like any other business we have a policy and procedure in
place for offering compensation to a customer. The procedure (specifically for
the customer’s benefit) does outline that we will discuss the option and/or
options available after we have honored our original promise to the customer
(the merchandise they selected and expected in good condition). There is no intent to deceive within this
procedure and as it is our responsibility first and foremost to honor the
purchasing agreement while making our failures right by the customer it is
perfectly reasonable and fair that compensation should be discussed after the
sales order has been completed. I do apologize that this process had any affect
on the customer’s ability to decide whether to keep their sale with us open or
not however that remains an assessment that must be made by the consumer
directly.
The information communicated regarding the delivery team’s
behavior and lack of professionalism from 9.10.2015 is appalling and tremendously
embarrassing. We do not find this type of behavior an acceptable representation
of our company and I do hope our customer can accept our deepest apologies for
being left with such a poor impression of our delivery service. If there is
property damage present the customer is welcome to file a property claim for
existing home damage from this delivery attempt. As with our other training
concern – we have begun addressing this delivery complaint internally and will
take the appropriate action.
In reference to the original method of payment being
refunded, we can certainly speak with our agent in regards to the manner in
which this refund was processed, as the customer has stated the agent and the
customer’s fiancé would have been on an unrecorded phone line to protect the
security of the full card number. If the
customer’s fiancé was able to provide the complete credit card information
(number, expiration date, etc.) then I believe it is safe to conclude that the
fiancé was either in possession of the card (having been given authorization to
use it by the card holder) or would have had to be provided with the full
information necessary by the card holder to begin with.
Our greatest regret and defeat will remain loosing our
customer’s trust in our business and there is no amount of money that will make
the failures our customer has experienced OK. We have offered and processed the accepted compensation amount
for over 10% of the entire sale’s cost ($150.00) and this remains the most
adequate apology offer we are able to process for our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We provide a general flyer at the time of sale that very
clearly indicates there are some exclusion(s) to the protection plan and the
document further encourages the consumer to read their full plan documents for
the list of exclusions. As the manager of the plan, [redacted] is responsible for
sending the consumer the plan documents. Should the customer decide that they
would like to review the complete plan documents as the flyer suggests and they
don’t have these documents, we assume (as any retailer would) that the customer
would then try and obtain said documents for review. Had we been made aware of
the need for these terms and conditions we most certainly would have provided
them upon any request. As it is not typically a document we provide we
literally have no way of knowing whether the consumer has received the complete
plan or not and we see no reason not to trust that [redacted] is continually
sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached both the
sales flyer (we provided at the time of sale) and the terms and conditions
([redacted] provides) for your review. Please see the below section on the right
side of the page via page number two (2) of the terms and conditions page:
PRODUCT SPECIFIC COVERAGE:
1. FABRIC:
b) [redacted] Standard – Basic coverage plus
grass, grease, ballpoint pen ink,
iodine, nail
polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,
crayon and
ballpoint pen ink marks totaling more than 6 inches in length are
considered preventable and will not be
covered.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the marker damage. As stated in the terms and
conditions [redacted]’s rule is that any stain from ink over 6 inches is
considered preventable. Regretfully if this inspection indicates stains 6
inches in length (or larger) exist we will be unable to help further facilitate
a dispute between our company and the [redacted] company.
To move forward please advise the customer that we require a
minimum of two (2) pictures (in color) for each item that is listed in the
report to [redacted]. I have listed the requirements below to ensure our request
is specifically notated:
-2 Photos of the Sofa
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
sofa
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
loveseat
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Ottoman
- 1 Picture
that clearly shows the entire facing surface of the ottoman
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
(Minimum of 6
photos please)
We will
review these photos and respond with what, if any, options for resolution we
may have to offer this customer.
Good Afternoon Revdex.com,
face="Calibri">
We spoke with our customer this afternoon (10.20.2015) and
scheduled to have the living room furniture removed for a refund. We have also
included a partial delivery fee refund and a partial protection plan refund
based on the price paid for the sectional. The customer understands that they
will be mailed a check for the refund amount once the merchandise has been
removed from the home and returned to our distribution center.
We look forward to satisfying our customer with the delivery
for the remaining dining room chair on 10.24.2015 and apologize to our customer
for the disappointments they have experienced with this sales order overall.
size="3">
We are
very sorry about the errors that were made while processing this refund,
causing our customer any inconveniences. Please assure our customer that we
will be following up directly with our staff regarding the coaching concerns that
have been brought to our direct attention. Our records show information from
mid February 2015 indicating that we were continually waiting on the customer
to contact us back with their credit card information; we do not keep original
credit card information on file for our customer’s protection. We will
certainly research further to address the multiple calls the customer asserts to
have continually made to us, of course their refund concerns should have been
addressed and resolved within one phone call after we received verification of
the credit card number.
In
researching this customer’s account today (3.10.2015), our records do indicate
that the refund has been completely released and returned from our end as of
3.06.2015. We can certainly understand the immediate need to have these funds
back on such a large purchase like this and we feel terrible about any delay
that may have occurred in our release of these funds. The fact remains that
even after we release these funds there is another
party involved in getting these funds back to the customer (their bank). The
refund was also released and processed over the occurrence of a weekend which
is significant due to the nature of this transaction. Technically speaking
today (3.10.2015) including the release date of Friday 3.06.2015, would make
three business days from processing these electronic funds from our end.
Three –
five business days is a very common timeline that occurs between two companies
processing an electronic refund for any consumer. I would expect that the funds be completely
reallocated to the original method of payment by this Thursday (3.12.2015)
which would meet our expectations of a maximum five day processing time, if
this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more
– the funds have been completely released from our end and at this time if the
customer is still waiting on the refund it is due to the processing time
associated with the bank their card is thru.
I apologize again for the inconvenience our failures caused our customer and
genuinely hope that our customer will provide us with another opportunity to
earn their trust back in our business in the future.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
size="3">
Bobs Discount Furniture is not in possession of any funds
owed to this claimant.
Please see the attached (signed by the claimant) document for
reference.
Please note that the customer
number and order number matches what the claimant has listed in their complaint
to you.
The funds were transferred to ANOW (acceptance now) on 02/03/2015
and ANOW cashed the check issued on 02/10/2014.
Bobs Discount Furniture is unable to address this concern given
the reasons illuminated by our evidence.
At this time we consider this a third party claim and respectively
request the claim be closed.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. It appears this concern has been handled
poorly, the call in question will be pulled for review and training. We are very sorry that this mis-communication
has caused the customer more pain.
I see that this customer has already spoken with one of
my colleagues and it appears the customer will be returning the bed for a
refund. This is scheduled for pickup on
9.16.16. The refund to [redacted] will
be processed once the merchandise has been returned.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. Normally
we do agree with our technician reports, but in this case I can see the piece
is extremely well cared for, there is reason to believe it may be a defect. 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).
If this customer would like to accept an
exchange on the sofa, reply to the Revdex.com mediation service and we will create the
paperwork and the customer can call and schedule the exchange
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.
I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
Please see the attached pictures (3 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 8.6.16 and explicitly show the lack of care that this
merchandise has suffered. While we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
This customer did submit a claim with [redacted] as well. They reported to [redacted] that the damages
occurred about 2 months previously and that she had no idea how or why. This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear
indication of the accident that occurred causing the damage.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have submitted a
complaint on the first team and we apologize for their unprofessional behavior.
I see that this customer has already spoken with the
store manager and it appears the customer will be working closely with him to
rectify the situation and reach a satisfactory outcome. The delivery has been
completed and compensation has been offered, accepted and completed.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Please
accept my apologies for the frustration you are experiencing as a result of
your unhappiness with your product and service from Bobs Discount Furniture. I
assure you that we sincerely care about each and every one of our customers and
seeing that their concerns are properly resolved.
The
‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very
different from the ‘Goof Proof Plus’ plan that we currently sell and that you
have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was
a protection plan that we offered to our customers for five years of accidental
damage coverage. This means that the consumer would be asked to report a
specific accident that occurred to cause a coverable damage through the
insurance company: ‘[redacted]’. I apologize for any misunderstanding that may
have occurred at the time of sale, or perhaps during the purchase of your
glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage
against accidental defects (managed by the ‘[redacted]’ company) and factory
defects (managed by Bobs Discount Furniture) for five (5) long years. Considering
this information when you purchased your sofa and loveseat in 2012 your set was
covered against factory defects under our standard one year bobs factory guarantee.
This guarantee starts from the date of delivery and your set was delivered on
5.08.2012. When our technician visited your home on 8.31.2013 to address your
concerns of ‘peeling leather’ you were already outside of your one year guarantee
and we completed the service of touch up as a courtesy to you. We can take responsibility
for the workmanship not holding up to a quality standard and as we place an
immense amount of pride in our technician’s abilities I am equally as disappointed
as you are to learn of this repair not holding up. Regretfully we cannot take
ownership for a defect being present as your sofa and loveseat was outside of its
warranty period at the time you reported the ‘peeling concern’ to us.
I
can offer you a reselection store credit for the price you originally paid for
the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this
credit I will ask that you agree to pay a new delivery fee on the new
merchandise you pick out. I am unsure of what the delivery fee might be as it
depends on the dollar amount of the merchandise you select on the new sale. For
example, if you selected a new sofa and loveseat that sells for $1000-$1299.99
you would be charged $129.99 for delivery. Keep in mind you can also use some
of your store credit towards paying for the cost of the new delivery.
Please
respond to me and advise me if you would like to accept this option for
resolution as I am eager to resolve your complaints.
I
thank you for your time [redacted] and your extreme patience with us.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Morning [redacted] and
Revdex.com-
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
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 ($39.99) 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 ###-###-####
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,
Tracy ** S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and failed part orders caused our
customer. We can certainly understand the customer’s frustration. Our records indicate that the final drawer
was delivered 1.4.17.
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. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. The order of the vanity has
been canceled per the customer’s request.
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 can offer to provide the customer with an ECard in the amount of
$100. Should the customer wish to accept
this offer, please advise that they may respond to this communication via the
Revdex.com as ‘satisfactory’ and we will have our gift card department create the
credit and email the customer directly.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as,...
drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phone. when tracking online it shows it has been delivered and now 1 1/2 hr after the so-called delivery and 92 minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!). I want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
We apologize to our customer for the
frustration and disappointment they are experiencing from this concern.
-Small fissures on stone product are
considered a natural characteristic of the merchandise. This is normal because it’s
not a crack it’s a vein that once carried minerals that was formed in the stone
millions of years ago. There are multitudes of public information available on
a fissure being a normal characteristic for stone products and many consumers’
do mistake fissures for cracks. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the stone. These characteristics are what makes each piece
of granite unique, stand out, and make it “natural.”
-Bobs Discount Furniture provides
product knowledge, such as information about fissures and pitting in stone
product in all of our showrooms so our customer’s are fully educated on the
product they are buying. We always remind our customers that it is important to
keep in mind that any manufactured stone merchandise is a product of nature. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the piece. These characteristics are what makes each piece
of granite unique, and make it a ‘natural product’.
This table was deemed up to our
manufacturer’s standards. If the
customer does not feel it is up to their personal standards, then that is a
failing of Bob’s for failing to explain the products natural character before
the sale.
At this time we can offer two options,
we can offer to discount the table in the home, if the customer feels that they
love the table enough to live with the natural pitting. This would be a small discount as this was an
inexpensive piece. We can offer $20 back
on the table with the pitting and the delivery fee of $59.99 if the customer wants
to keep the table in the home in the condition it is in. Or we can offer to pick up the tables for a
refund of the price of the tables to [redacted].
Please advise which option would be
best and I will process the paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Please pass on our apologies for
the disappointment our customer experienced with the recliner they initially
selected to purchase.
The customer was offered a
resolution for re-selection as an extreme courtesy (already working beyond the
policy we communicated at the time of sale) and as the customer has disclosed
there was never a defect in workmanship with the chair we initially brought.
The service of delivering merchandise
has always been a service that our organization charges separately for from the
cost of our merchandise. Our company did our best to provide our customer with
resolution in a situation where we did not fail (please consider that we cannot
re-sell the chair that was originally in the home and as a business took on any
associated costs of disposal that may be necessary for the non defective,
original chair).
As of today – the customer’s account shows
that their newly selected chair was delivered successfully on 1.21.2016.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies for the level of failure our
customer has experienced with this purchase. I understand and acknowledge the
reasons why our customer is frustrated with this entire ordeal and further
apologize for the lack of care she feels her delivery and concerns have been
met with. Please know that in moving forward in this communication I will be
doing my very best to address the demand for information the customer is
communicating, I am not – in any definition of the word- attempting to make
excuses for the poor experience that has taken place here.
The merchandise selected was ordered as a ‘Special Order’.
Special orders are made one and only time specifically for the specified
customer/order by the overseas vendor. We certainly take full ownership and
responsibility for the failures and misplacement of merchandise from the
original attempt, conversely to the dates communicated by the customer, I find
in this customer’s account that the delivery attempt was scheduled for
8.26.2015 and canceled by the customer on 8.24.2015. All merchandise for
deliveries to ** has to begin its loading/shipping process from our CT
distribution center at least three days prior to the scheduled delivery. We try
very hard to remain transparent with our customers by placing the following
information on the sales receipt:
Once scheduled, any changes to your order must be
made at
least 3 days prior to your scheduled delivery
date.
Again – we understand our failure in this case, our
representative should never have rescheduled an item we only had one of for a
date two days after the planned issue date or allegedly told the customer that
this wasn’t already on its way for shipment. This is our training failure and
we have begun taking the appropriate action internally to correct this failure
and ensure it does not occur again. When merchandise is loaded then shipped and
not delivered it then must start a return process from a trucking company in **
to our distribution center in CT. As we do approximately 4,000 deliveries a day
it is rational to expect that each trucking company has several return trailers
returning to the distribution center on various days for various reasons. The
best determination I can make from reviewing this specific situation is that
the loveseat was placed on one return trailer while the other sectional items
went back on a different trailer and again – the order should never have been offered for a re
delivery from the customer’s cancelation in such a short span of time. The
physical process of shipping for delivery (please also consider that most
likely this merchandise had to ride
around all day to other stops with the original delivery team on the scheduled
date of 8.26.2015 and then had to be unloaded again that evening after the team
returned), offloading, re loading, shipping back to CT, offloading again, and
then finally preparing to ship out again to the customer just doesn’t happen
successfully within the small rescheduling window that was provided to the
customer here.
In all legitimacy if this sectional was a part of our
stocked line up then the rescheduling timeframe wouldn’t have caused any
inconvenience to our customer as we could have just picked the new items right
off of our distribution center shelves to ship out for 8.28.2015.
Like any other business we have a policy and procedure in
place for offering compensation to a customer. The procedure (specifically for
the customer’s benefit) does outline that we will discuss the option and/or
options available after we have honored our original promise to the customer
(the merchandise they selected and expected in good condition). There is no intent to deceive within this
procedure and as it is our responsibility first and foremost to honor the
purchasing agreement while making our failures right by the customer it is
perfectly reasonable and fair that compensation should be discussed after the
sales order has been completed. I do apologize that this process had any affect
on the customer’s ability to decide whether to keep their sale with us open or
not however that remains an assessment that must be made by the consumer
directly.
The information communicated regarding the delivery team’s
behavior and lack of professionalism from 9.10.2015 is appalling and tremendously
embarrassing. We do not find this type of behavior an acceptable representation
of our company and I do hope our customer can accept our deepest apologies for
being left with such a poor impression of our delivery service. If there is
property damage present the customer is welcome to file a property claim for
existing home damage from this delivery attempt. As with our other training
concern – we have begun addressing this delivery complaint internally and will
take the appropriate action.
In reference to the original method of payment being
refunded, we can certainly speak with our agent in regards to the manner in
which this refund was processed, as the customer has stated the agent and the
customer’s fiancé would have been on an unrecorded phone line to protect the
security of the full card number. If the
customer’s fiancé was able to provide the complete credit card information
(number, expiration date, etc.) then I believe it is safe to conclude that the
fiancé was either in possession of the card (having been given authorization to
use it by the card holder) or would have had to be provided with the full
information necessary by the card holder to begin with.
Our greatest regret and defeat will remain loosing our
customer’s trust in our business and there is no amount of money that will make
the failures our customer has experienced OK. We have offered and processed the accepted compensation amount
for over 10% of the entire sale’s cost ($150.00) and this remains the most
adequate apology offer we are able to process for our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">We apologize that the customer is experiencing any disappointment
while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we
have, for many years, experienced a vast amount of approved claims through this
third party company. Our customer’s are usually very happy with the outcome of
their reported claim and based on the price they paid for the coverage our
sales associates and sales managers would have no reason not to boast about the
extreme value the protection plan carries.
We provide a general flyer at the time of sale that very
clearly indicates there are some exclusion(s) to the protection plan and the
document further encourages the consumer to read their full plan documents for
the list of exclusions. As the manager of the plan, [redacted] is responsible for
sending the consumer the plan documents. Should the customer decide that they
would like to review the complete plan documents as the flyer suggests and they
don’t have these documents, we assume (as any retailer would) that the customer
would then try and obtain said documents for review. Had we been made aware of
the need for these terms and conditions we most certainly would have provided
them upon any request. As it is not typically a document we provide we
literally have no way of knowing whether the consumer has received the complete
plan or not and we see no reason not to trust that [redacted] is continually
sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached both the
sales flyer (we provided at the time of sale) and the terms and conditions
([redacted] provides) for your review. Please see the below section on the right
side of the page via page number two (2) of the terms and conditions page:
PRODUCT SPECIFIC COVERAGE:
1. FABRIC:
b) [redacted] Standard – Basic coverage plus
grass, grease, ballpoint pen ink,
iodine, nail
polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,
crayon and
ballpoint pen ink marks totaling more than 6 inches in length are
considered preventable and will not be
covered.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the marker damage. As stated in the terms and
conditions [redacted]’s rule is that any stain from ink over 6 inches is
considered preventable. Regretfully if this inspection indicates stains 6
inches in length (or larger) exist we will be unable to help further facilitate
a dispute between our company and the [redacted] company.
To move forward please advise the customer that we require a
minimum of two (2) pictures (in color) for each item that is listed in the
report to [redacted]. I have listed the requirements below to ensure our request
is specifically notated:
-2 Photos of the Sofa
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
sofa
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Loveseat
- 1 Picture
that clearly shows the entire facing surface (seats, inside backs, arms) of the
loveseat
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
-2 Photos of the Ottoman
- 1 Picture
that clearly shows the entire facing surface of the ottoman
- 1 Picture
that clearly shows the damage marks at close range with a measurement
confirmation (ruler or tape measure present) if there is more than 1 mark on
this item then more pictures may be necessary.
(Minimum of 6
photos please)
We will
review these photos and respond with what, if any, options for resolution we
may have to offer this customer.
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com,
face="Calibri">
We spoke with our customer this afternoon (10.20.2015) and
scheduled to have the living room furniture removed for a refund. We have also
included a partial delivery fee refund and a partial protection plan refund
based on the price paid for the sectional. The customer understands that they
will be mailed a check for the refund amount once the merchandise has been
removed from the home and returned to our distribution center.
We look forward to satisfying our customer with the delivery
for the remaining dining room chair on 10.24.2015 and apologize to our customer
for the disappointments they have experienced with this sales order overall.
Good Morning Revdex.com,
size="3">
We are
very sorry about the errors that were made while processing this refund,
causing our customer any inconveniences. Please assure our customer that we
will be following up directly with our staff regarding the coaching concerns that
have been brought to our direct attention. Our records show information from
mid February 2015 indicating that we were continually waiting on the customer
to contact us back with their credit card information; we do not keep original
credit card information on file for our customer’s protection. We will
certainly research further to address the multiple calls the customer asserts to
have continually made to us, of course their refund concerns should have been
addressed and resolved within one phone call after we received verification of
the credit card number.
In
researching this customer’s account today (3.10.2015), our records do indicate
that the refund has been completely released and returned from our end as of
3.06.2015. We can certainly understand the immediate need to have these funds
back on such a large purchase like this and we feel terrible about any delay
that may have occurred in our release of these funds. The fact remains that
even after we release these funds there is another
party involved in getting these funds back to the customer (their bank). The
refund was also released and processed over the occurrence of a weekend which
is significant due to the nature of this transaction. Technically speaking
today (3.10.2015) including the release date of Friday 3.06.2015, would make
three business days from processing these electronic funds from our end.
Three –
five business days is a very common timeline that occurs between two companies
processing an electronic refund for any consumer. I would expect that the funds be completely
reallocated to the original method of payment by this Thursday (3.12.2015)
which would meet our expectations of a maximum five day processing time, if
this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more
– the funds have been completely released from our end and at this time if the
customer is still waiting on the refund it is due to the processing time
associated with the bank their card is thru.
I apologize again for the inconvenience our failures caused our customer and
genuinely hope that our customer will provide us with another opportunity to
earn their trust back in our business in the future.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]Thank you for your quick response. Here are the pictures you requested.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
Bobs Discount Furniture is not in possession of any funds
owed to this claimant.
Please see the attached (signed by the claimant) document for
reference.
Please note that the customer
number and order number matches what the claimant has listed in their complaint
to you.
The funds were transferred to ANOW (acceptance now) on 02/03/2015
and ANOW cashed the check issued on 02/10/2014.
Bobs Discount Furniture is unable to address this concern given
the reasons illuminated by our evidence.
At this time we consider this a third party claim and respectively
request the claim be closed.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. It appears this concern has been handled
poorly, the call in question will be pulled for review and training. We are very sorry that this mis-communication
has caused the customer more pain.
I see that this customer has already spoken with one of
my colleagues and it appears the customer will be returning the bed for a
refund. This is scheduled for pickup on
9.16.16. The refund to [redacted] will
be processed once the merchandise has been returned.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Thank you very much for getting back to me.
What are two new seat cores? My initial impression is this means two new seat cushions?
As mentioned it is the spring coils within the couch so a new cushion would not remedy the issue.
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. Normally
we do agree with our technician reports, but in this case I can see the piece
is extremely well cared for, there is reason to believe it may be a defect. 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).
If this customer would like to accept an
exchange on the sofa, reply to the Revdex.com mediation service and we will create the
paperwork and the customer can call and schedule the exchange
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.
I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.
Sincerely,
[redacted]
mso-bidi-theme-font: minor-latin; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
Please see the attached pictures (3 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 8.6.16 and explicitly show the lack of care that this
merchandise has suffered. While we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
This customer did submit a claim with [redacted] as well. They reported to [redacted] that the damages
occurred about 2 months previously and that she had no idea how or why. This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear
indication of the accident that occurred causing the damage.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have submitted a
complaint on the first team and we apologize for their unprofessional behavior.
I see that this customer has already spoken with the
store manager and it appears the customer will be working closely with him to
rectify the situation and reach a satisfactory outcome. The delivery has been
completed and compensation has been offered, accepted and completed.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Evening [redacted],
Please
accept my apologies for the frustration you are experiencing as a result of
your unhappiness with your product and service from Bobs Discount Furniture. I
assure you that we sincerely care about each and every one of our customers and
seeing that their concerns are properly resolved.
The
‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very
different from the ‘Goof Proof Plus’ plan that we currently sell and that you
have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was
a protection plan that we offered to our customers for five years of accidental
damage coverage. This means that the consumer would be asked to report a
specific accident that occurred to cause a coverable damage through the
insurance company: ‘[redacted]’. I apologize for any misunderstanding that may
have occurred at the time of sale, or perhaps during the purchase of your
glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage
against accidental defects (managed by the ‘[redacted]’ company) and factory
defects (managed by Bobs Discount Furniture) for five (5) long years. Considering
this information when you purchased your sofa and loveseat in 2012 your set was
covered against factory defects under our standard one year bobs factory guarantee.
This guarantee starts from the date of delivery and your set was delivered on
5.08.2012. When our technician visited your home on 8.31.2013 to address your
concerns of ‘peeling leather’ you were already outside of your one year guarantee
and we completed the service of touch up as a courtesy to you. We can take responsibility
for the workmanship not holding up to a quality standard and as we place an
immense amount of pride in our technician’s abilities I am equally as disappointed
as you are to learn of this repair not holding up. Regretfully we cannot take
ownership for a defect being present as your sofa and loveseat was outside of its
warranty period at the time you reported the ‘peeling concern’ to us.
I
can offer you a reselection store credit for the price you originally paid for
the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this
credit I will ask that you agree to pay a new delivery fee on the new
merchandise you pick out. I am unsure of what the delivery fee might be as it
depends on the dollar amount of the merchandise you select on the new sale. For
example, if you selected a new sofa and loveseat that sells for $1000-$1299.99
you would be charged $129.99 for delivery. Keep in mind you can also use some
of your store credit towards paying for the cost of the new delivery.
Please
respond to me and advise me if you would like to accept this option for
resolution as I am eager to resolve your complaints.
I
thank you for your time [redacted] and your extreme patience with us.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Morning [redacted] and
Revdex.com-
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
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 ($39.99) 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 ###-###-####
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,
Tracy ** S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and failed part orders caused our
customer. We can certainly understand the customer’s frustration. Our records indicate that the final drawer
was delivered 1.4.17.
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. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. The order of the vanity has
been canceled per the customer’s request.
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 can offer to provide the customer with an ECard in the amount of
$100. Should the customer wish to accept
this offer, please advise that they may respond to this communication via the
Revdex.com as ‘satisfactory’ and we will have our gift card department create the
credit and email the customer directly.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as,...
drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phone. when tracking online it shows it has been delivered and now 1 1/2 hr after the so-called delivery and 92 minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!). I want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
We apologize to our customer for the
frustration and disappointment they are experiencing from this concern.
-Small fissures on stone product are
considered a natural characteristic of the merchandise. This is normal because it’s
not a crack it’s a vein that once carried minerals that was formed in the stone
millions of years ago. There are multitudes of public information available on
a fissure being a normal characteristic for stone products and many consumers’
do mistake fissures for cracks. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the stone. These characteristics are what makes each piece
of granite unique, stand out, and make it “natural.”
-Bobs Discount Furniture provides
product knowledge, such as information about fissures and pitting in stone
product in all of our showrooms so our customer’s are fully educated on the
product they are buying. We always remind our customers that it is important to
keep in mind that any manufactured stone merchandise is a product of nature. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the piece. These characteristics are what makes each piece
of granite unique, and make it a ‘natural product’.
This table was deemed up to our
manufacturer’s standards. If the
customer does not feel it is up to their personal standards, then that is a
failing of Bob’s for failing to explain the products natural character before
the sale.
At this time we can offer two options,
we can offer to discount the table in the home, if the customer feels that they
love the table enough to live with the natural pitting. This would be a small discount as this was an
inexpensive piece. We can offer $20 back
on the table with the pitting and the delivery fee of $59.99 if the customer wants
to keep the table in the home in the condition it is in. Or we can offer to pick up the tables for a
refund of the price of the tables to [redacted].
Please advise which option would be
best and I will process the paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,...
Please pass on our apologies for
the disappointment our customer experienced with the recliner they initially
selected to purchase.
The customer was offered a
resolution for re-selection as an extreme courtesy (already working beyond the
policy we communicated at the time of sale) and as the customer has disclosed
there was never a defect in workmanship with the chair we initially brought.
The service of delivering merchandise
has always been a service that our organization charges separately for from the
cost of our merchandise. Our company did our best to provide our customer with
resolution in a situation where we did not fail (please consider that we cannot
re-sell the chair that was originally in the home and as a business took on any
associated costs of disposal that may be necessary for the non defective,
original chair).
As of today – the customer’s account shows
that their newly selected chair was delivered successfully on 1.21.2016.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison