Good Morning Jamie,
face="Calibri">Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal cr you have
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Complaint: [redacted]
I am rejecting this response because:
Hello,
I have several issues with the response from Bob's, mostly because they have stopped communicating with me.
1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint. I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed. In addition, the drawers are difficult to open. The Service team was a no-show and since I have already missed 8 days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call.
2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed. Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed.
3) The cash compensation offered for the bunk bed is approximately 1/6 of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue. I have not been able to receive a response on any compensation for the Queen Bed issue.
4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer.
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. A full store credit is wonderful.
[redacted]
We are sincerely sorry for all of the issues you experience in the
past. I reviewed the account and see
that while you returned almost everything, I do see that the “Weecliner” was
not returned. If this is incorrect
please advice. That still left some deficit
from what you were seeking. I found that
the delivery fee was not refunded to you.
I do not know if this was discussed with you at the time or not, but
reviewing the account I have no issues offering that to you now, reviewing the
failures that occurred. I have already
created that paperwork; you would just need to reach out to the store to give
them the original credit card used. If
you no longer have that card in your possession, you would need to visit a Bob’s
store with a photo id and a different credit card. The refund of the delivery fee is $213.99.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment visa 4[redacted]9191. Once the credit card number is entered into the transaction
the refund should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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: 61697715
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Complaint: [redacted]
I am rejecting this response because: You stated that you had an older version. Older versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them. The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily. I want my couch fixed & the warranty I paid for honored. That is how you get good customer service. This would never happen with [redacted] or [redacted]. They're more expensive but they would never let their customers wait 3 months to get their furniture fixed. I know I had bought from them before & never went through this.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I think you
are in haze to close the matter so you didn’t read my post properly. Did you
hear the conversation with customer service representative?
[redacted] It is humiliating experience. I would prefer
proper answer to all my question rather than a brief response.
Question 1)
Anything we purchase today has minimum 15 to 30 days return policy. Why you do
not have refund policy on products you deliver. Why you are exception to this
policy when the cost of the item you sell goes in thousands of dollars. This
gives impression that you don’t trust your product quality. Once product
reaches customer, you are sure that he is not going to like it. Even If we buy
$40K car today, it has 30 days return policy. So why your $2k to $3k sofa
doesn’t have return policy.
Question 2)
Why your customer service representatives were telling during the call that
customer has only 3 days to report any delivery damage. They mentioned it is
written in the receipt we have signed. When we asked them where it is written,
they were not able to show it.
Question 3)
We didn’t observe any issue in the sofa that we saw in store that was on
display. We didn’t observe the space in that sofa between seat and armrest. We
didn’t observe the sagging in arm rest that your technician observed in the
piece we have. Are you telling that customer has to keep the piece that was
delivered even if he didn’t like something in it as compared to one he saw in
store just because you are able to tag that defect as “Within Manufacturing
standard”. And he has to keep it because you have no refund policy?
Question 4)
Why you don’t present “Manufacturing standard limits” to customer when he is
ordering the products. So he can make better informed choice rather than
getting cheated after the delivery.
Question 5)
You are constantly arguing that the sofa you delivered didn’t had any defect.
we want individual answers to all questions.
a) Do you have any pictures taken before delivery
of sofa to prove that delivered piece didn’t have any defect?b)
Did the delivery people showed sofa upside down
during delivery to show there was no damage?
c)
Your technician mentioned that Leg got cracked
because we moved sofa. We have carpeted floor. Is your sofa leg so delicate
that it would crack if we move it in carpet?
Question 6)
You are not able to deliver me a sofa without any defect after 4 deliveries.
Give me individual answers:
a)
What assurance can you give me that next sofa
that you will be without any defect/damages?
b)
Why should we be paying delivery charges for you
to deliver me a defective piece?
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]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues. We have set up the
reselection and the exchange that the customer has requested.
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.
Good Afternoon Revdex.com,
face="Calibri">I have just finished leaving this customer a voicemail with
my apologies, I also provided my direct number for contact back ([redacted]).
The ordeal that is depicted here (in hold time alone) is completely unacceptable
and I am truly embarrassed after reading about the lack of care applied to our
customer’s concern.
At this time our customer’s account shows a Bobs Discount
Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the
customers original method of payment.
I have just uploaded an additional refund amount of $20.00
to the customer’s original method of payment ([redacted] Financing Acct) and
should the customer wish they may keep the $50.00 gift card to our store active
as well. At this time we have a combined total of $59.99 in refunds and $50.00
in store credit for our compensation offer. We have many take with accessory
items that can be purchased from our showroom (many that would fit nicely with
the girls’ room furniture that has been delivered) with use of this gift card.
Please pass on to our customer that she is welcome to return
my call at her convenience and I apologize again for the alarm we caused her
and her family members.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Our love seat frame is cracked brand new really.
Three calls (1 hour wait and rude customer service person who kept calling me Miss ... calm down) for a missing part on the dresser. After 2 more calls the wrong part arrived and then they tell us it will be back ordered for 90 days .. really Don't ever buy any thing from Bob's furniture!!!!!
I am
very sorry that we disappointed you on your delivery date because we were
unable to deliver to you within the estimated timeframe you were provided. I do
acknowledge your frustrations and understand from personal experience that
waiting for a delivery to arrive is never a fun experience.
We
disclose our ‘All Day Delivery’ information in the documents you received at
the time of sale and on our online delivery tracker. We remain honest by divulging
that we route your delivery using a state of the art computer
system which helps ensure that your delivery will arrive when it is scheduled,
but traffic conditions, delivery delays and inclement weather can affect the
arrival time of your delivery. Please understand that our time window is not a guarantee.
Please be prepared to be home all day to accept your delivery.
A delivery fee is charged for the
service of delivery on its own and we always keep this charge separate from the
pricing of our merchandise. Our records indicate that you left your home to go
to work and that your mother was available to accept the delivery when we were
able to arrive. I do apologize that you had to ask for anyone else’s assistance
in getting this delivery however the service you paid $39.99 for was completed
and we would not offer to refund on a service that was successfully accomplished.
As a courtesy and because we deeply
care about our customers we can offer to provide you with a $50.00 gift card to
Bobs Discount Furniture. We do feel very bad about your aggravation and frustration
and would like you to have an accessory or item from our store as our apology.
Please let me know if you would like to accept this gift card and I will
process a request to have it mailed to you within the next 7 -14 business days.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.
Please contact whomever is responsible and tell them to provide the neccessary documents and pictures. I bought the furniture from bob's so it is bob's responsibliy to take action.
Sincerely,
[redacted]
I am very
sorry that our customer is disappointed with their product. While I remain
sorry I am not able to see how we mislead our customer within our advertising
campaign for this product. The fact remains that the customer does not have any
active guarantee thru Bobs for this purchase (as advertised).
Bob’s prides itself on providing quality service and the best
value product for the price. In order to remain fair for all customers alike we
must uphold the integrity of our Bob’s Guarantee and all of our policies and
procedures.
In reference to the absence of honorable customer care our
customer cites their concern has received while communicating with us (there is
no excuse for a lack of empathy or any
lack of follow up) we can offer the customer a token of our apologies in the
form of a Bobs Discount Furniture Gift Card for $25.00.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: 1[redacted]
I am rejecting this response because: The [redacted] Chest was not removed for $249.99, the [redacted] full standard bed protector FOR $49.00 was not removed. The [redacted] Plus Kit was not removed for $129.99. Also it was 3 billing cycles for [redacted] and I spoke to a representative from that company who said there was nothing else credited to my account.
I also will not not the full amount that was credited until I received my bill from [redacted]. That payment isn't due until February 4 because I filled a dispute with [redacted] and I didn't have to pay a payment in January.
By my calculation my bill should have been $1138.00 plus $68.28 tax for total of $1206.28. I paid $130 on 10/28 and $90.00 on 11/28 for total of $986.28. I will not know if that is correct until I receive my next bill.
If that did not credit me for the above items then it won't be correct once again. Also I was to receive a call from Bob's concerning this issue. I spoke to them on 12/21/16 and have received nothing. I would like to speak to them, to go over the bill, making sure there is nothing else they forgot to credit my account.
My bills from [redacted] say that $715, $319.93 and $80.25 were credited but it will not say for what furniture.
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Complaint: [redacted]
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing
whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this piece did not live up to the customer’s
expectations. The customer was given the
reselection they were seeking and is set up for the new merchandise to be
exchanged with the pushback chaise. We
hope the new merchandise will be a better fit for the customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
We are sincerely sorry for the errors
that caused a delay in the customer receiving their refund. We do show that these were rectified and the
refund was released to the customer on 9.1.16.
The customer should have this in their possession currently. We are very sorry that this experience was
not what we would have wanted for any customer.
Good Morning Jamie,
r you have
face="Calibri">Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal c
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Hello,
I have several issues with the response from Bob's, mostly because they have stopped communicating with me.
1) The cash compensation they offered is related to the Bunk Beds that have a manufacturing defect, which was not in the scope of my initial Revdex.com complaint. I sent Tracy pictures of the drawers that have the bare pine wood showing instead of the stain color on the rest of the bed. In addition, the drawers are difficult to open. The Service team was a no-show and since I have already missed 8 days of work to stay home for Bob's delivery and service teams I did not reschedule the Service call.
2) I have not called the store with my credit card number to receive the refund yet because I do not consider this matter to be closed. Nothing has been done to compensate me for the initial issue I filed the Revdex.com complaint over, which is the Queen Bed.
3) The cash compensation offered for the bunk bed is approximately 1/6 of what I stated in the initial Revdex.com Complaint that I would expect for the Queen Bed issue. I have not been able to receive a response on any compensation for the Queen Bed issue.
4) While I do not want store credit since I've had such an unpleasant experience with this business, I did not receive a response on how much of a store credit they would offer.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A full store credit is wonderful.
Sincerely,
[redacted]
Good Morning...
[redacted]
We are sincerely sorry for all of the issues you experience in the
past. I reviewed the account and see
that while you returned almost everything, I do see that the “Weecliner” was
not returned. If this is incorrect
please advice. That still left some deficit
from what you were seeking. I found that
the delivery fee was not refunded to you.
I do not know if this was discussed with you at the time or not, but
reviewing the account I have no issues offering that to you now, reviewing the
failures that occurred. I have already
created that paperwork; you would just need to reach out to the store to give
them the original credit card used. If
you no longer have that card in your possession, you would need to visit a Bob’s
store with a photo id and a different credit card. The refund of the delivery fee is $213.99.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment visa 4[redacted]9191. Once the credit card number is entered into the transaction
the refund should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
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: 61697715
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: [redacted]
I am rejecting this response because: You stated that you had an older version. Older versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them. The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily. I want my couch fixed & the warranty I paid for honored. That is how you get good customer service. This would never happen with [redacted] or [redacted]. They're more expensive but they would never let their customers wait 3 months to get their furniture fixed. I know I had bought from them before & never went through this.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I think you
are in haze to close the matter so you didn’t read my post properly. Did you
hear the conversation with customer service representative?
[redacted] It is humiliating experience. I would prefer
proper answer to all my question rather than a brief response.
Question 1)
Anything we purchase today has minimum 15 to 30 days return policy. Why you do
not have refund policy on products you deliver. Why you are exception to this
policy when the cost of the item you sell goes in thousands of dollars. This
gives impression that you don’t trust your product quality. Once product
reaches customer, you are sure that he is not going to like it. Even If we buy
$40K car today, it has 30 days return policy. So why your $2k to $3k sofa
doesn’t have return policy.
Question 2)
Why your customer service representatives were telling during the call that
customer has only 3 days to report any delivery damage. They mentioned it is
written in the receipt we have signed. When we asked them where it is written,
they were not able to show it.
Question 3)
We didn’t observe any issue in the sofa that we saw in store that was on
display. We didn’t observe the space in that sofa between seat and armrest. We
didn’t observe the sagging in arm rest that your technician observed in the
piece we have. Are you telling that customer has to keep the piece that was
delivered even if he didn’t like something in it as compared to one he saw in
store just because you are able to tag that defect as “Within Manufacturing
standard”. And he has to keep it because you have no refund policy?
Question 4)
Why you don’t present “Manufacturing standard limits” to customer when he is
ordering the products. So he can make better informed choice rather than
getting cheated after the delivery.
Question 5)
You are constantly arguing that the sofa you delivered didn’t had any defect.
we want individual answers to all questions.
a) Do you have any pictures taken before delivery
of sofa to prove that delivered piece didn’t have any defect?b)
Did the delivery people showed sofa upside down
during delivery to show there was no damage?
c)
Your technician mentioned that Leg got cracked
because we moved sofa. We have carpeted floor. Is your sofa leg so delicate
that it would crack if we move it in carpet?
Question 6)
You are not able to deliver me a sofa without any defect after 4 deliveries.
Give me individual answers:
a)
What assurance can you give me that next sofa
that you will be without any defect/damages?
b)
Why should we be paying delivery charges for you
to deliver me a defective piece?
Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues. We have set up the
reselection and the exchange that the customer has requested.
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 Afternoon Revdex.com,
face="Calibri">I have just finished leaving this customer a voicemail with
my apologies, I also provided my direct number for contact back ([redacted]).
The ordeal that is depicted here (in hold time alone) is completely unacceptable
and I am truly embarrassed after reading about the lack of care applied to our
customer’s concern.
At this time our customer’s account shows a Bobs Discount
Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the
customers original method of payment.
I have just uploaded an additional refund amount of $20.00
to the customer’s original method of payment ([redacted] Financing Acct) and
should the customer wish they may keep the $50.00 gift card to our store active
as well. At this time we have a combined total of $59.99 in refunds and $50.00
in store credit for our compensation offer. We have many take with accessory
items that can be purchased from our showroom (many that would fit nicely with
the girls’ room furniture that has been delivered) with use of this gift card.
Please pass on to our customer that she is welcome to return
my call at her convenience and I apologize again for the alarm we caused her
and her family members.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Our love seat frame is cracked brand new really.
Three calls (1 hour wait and rude customer service person who kept calling me Miss ... calm down) for a missing part on the dresser. After 2 more calls the wrong part arrived and then they tell us it will be back ordered for 90 days .. really Don't ever buy any thing from Bob's furniture!!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]
Good
Afternoon [redacted],
I am
very sorry that we disappointed you on your delivery date because we were
unable to deliver to you within the estimated timeframe you were provided. I do
acknowledge your frustrations and understand from personal experience that
waiting for a delivery to arrive is never a fun experience.
We
disclose our ‘All Day Delivery’ information in the documents you received at
the time of sale and on our online delivery tracker. We remain honest by divulging
that we route your delivery using a state of the art computer
system which helps ensure that your delivery will arrive when it is scheduled,
but traffic conditions, delivery delays and inclement weather can affect the
arrival time of your delivery. Please understand that our time window is not a guarantee.
Please be prepared to be home all day to accept your delivery.
A delivery fee is charged for the
service of delivery on its own and we always keep this charge separate from the
pricing of our merchandise. Our records indicate that you left your home to go
to work and that your mother was available to accept the delivery when we were
able to arrive. I do apologize that you had to ask for anyone else’s assistance
in getting this delivery however the service you paid $39.99 for was completed
and we would not offer to refund on a service that was successfully accomplished.
As a courtesy and because we deeply
care about our customers we can offer to provide you with a $50.00 gift card to
Bobs Discount Furniture. We do feel very bad about your aggravation and frustration
and would like you to have an accessory or item from our store as our apology.
Please let me know if you would like to accept this gift card and I will
process a request to have it mailed to you within the next 7 -14 business days.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.
Please contact whomever is responsible and tell them to provide the neccessary documents and pictures. I bought the furniture from bob's so it is bob's responsibliy to take action.
Sincerely,
[redacted]
Good Morning Revdex.com,...
I am very
sorry that our customer is disappointed with their product. While I remain
sorry I am not able to see how we mislead our customer within our advertising
campaign for this product. The fact remains that the customer does not have any
active guarantee thru Bobs for this purchase (as advertised).
Bob’s prides itself on providing quality service and the best
value product for the price. In order to remain fair for all customers alike we
must uphold the integrity of our Bob’s Guarantee and all of our policies and
procedures.
In reference to the absence of honorable customer care our
customer cites their concern has received while communicating with us (there is
no excuse for a lack of empathy or any
lack of follow up) we can offer the customer a token of our apologies in the
form of a Bobs Discount Furniture Gift Card for $25.00.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: 1[redacted]
I am rejecting this response because: The [redacted] Chest was not removed for $249.99, the [redacted] full standard bed protector FOR $49.00 was not removed. The [redacted] Plus Kit was not removed for $129.99. Also it was 3 billing cycles for [redacted] and I spoke to a representative from that company who said there was nothing else credited to my account.
I also will not not the full amount that was credited until I received my bill from [redacted]. That payment isn't due until February 4 because I filled a dispute with [redacted] and I didn't have to pay a payment in January.
By my calculation my bill should have been $1138.00 plus $68.28 tax for total of $1206.28. I paid $130 on 10/28 and $90.00 on 11/28 for total of $986.28. I will not know if that is correct until I receive my next bill.
If that did not credit me for the above items then it won't be correct once again. Also I was to receive a call from Bob's concerning this issue. I spoke to them on 12/21/16 and have received nothing. I would like to speak to them, to go over the bill, making sure there is nothing else they forgot to credit my account.
My bills from [redacted] say that $715, $319.93 and $80.25 were credited but it will not say for what furniture.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the delay in delivery caused our customer. We can certainly
understand the customer’s frustration and assure our customer that we have been
working to the best of our ability to resolve any and all concerns with the
unpredictable weather we have been receiving.
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.
Our records indicate that while we were unable to deliver
to this customer due to events beyond our control on 2.14.2015 we made great
exceptions and were able to hold this customer’s merchandise at a trucking
location to deliver on our following delivery day of 2.16.2015. We worked at
full capacity to get this customer their merchandise as soon as possible and
added this delivery to an existing run on 2.16.2015 clearly placing this
customers immediate needs above all others.
To maximize efficiency and keep
the delivery service fair for all consumers alike we route all of our
deliveries using a computer system that registers distances between all of the
sub contracted trucking depots and the customer’s stops that are scheduled.
Once this electronic routing process is completed an automated calling system
makes contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 3,000 deliveries a day this process
allows for a smooth completion of delivery. We communicate this via many facets
to remain as honest and transparent as possible with our customers. Some of
those facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. As a retailer we can never expect to
know what events will occur out of our direct control on the road when the
delivery date arrives. For example, if one customer cancels, is not at home, or
has a walkway that is full of snow it can cause the team to run earlier or
later than expected.
As a business we have
continued to address this individual’s concerns the moment they were presented
to us and work out of our normal guidelines because we realize the level of
dissatisfaction this consumer experienced due to the weather delay. We
apologize to our customer again that any frustration was caused and wish them
the best on their new sleep set.
Complaint: [redacted]
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing
whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this piece did not live up to the customer’s
expectations. The customer was given the
reselection they were seeking and is set up for the new merchandise to be
exchanged with the pushback chaise. We
hope the new merchandise will be a better fit for the customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We are sincerely sorry for the errors
that caused a delay in the customer receiving their refund. We do show that these were rectified and the
refund was released to the customer on 9.1.16.
The customer should have this in their possession currently. We are very sorry that this experience was
not what we would have wanted for any customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture