Good Afternoon
font-family: "Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m so sorry to learn of your disappointment
and the poor service you cite to have received from our Customer Care Offices.
Please correct me if I am wrong or not grasping the full extent of
your complaint:
Your account indicates that your concern
has been fully addressed as of 8.12.2015. Service order number: [redacted] displays
that we placed an order for one (1) ‘seat
casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our
customer’s concerns right while balancing the needs of our business.
At this time the part is on order for the “1
cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation
channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
[redacted]
We are sincerely sorry that this bed was not delivered in working
order. We appreciate that you were willing
to give us the opportunity to complete the part installation. We are sorry that this did not correct the
issue. We are willing to grant your
request for a refund on the Studio bed. Please ensure you have your original method of
payment [redacted] card available before you reach out to the store to
schedule. If this credit card
information is not entered prior to pickup, it will cause a delay in refund
processing.
We will absolutely take it back for a refund.
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 [redacted]9 and schedule the pickup. Once the pick up is completed and the credit
card number is entered into the transactions the refund(s) 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: [redacted]
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:
Sincerely,
[redacted]
What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed.
Please pass on our sincerest
apologies for all the disappointments our customer has experienced with this
purchase. The delivery address posted shows a very long purchasing history with
our business and I apologize again to our customer for the lack of care that was
applied to their present concern overall.
Our records indicate that we have
already resolved this concern directly and as of 1.27.2016 our customer was
approved to return the delivered mattress and foundation for a refund.
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton 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,
Guardian 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 Guardian is continually sending these documents as many claims for
coverage are routinely approved.
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”. The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages present. The coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed above. Please note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone.
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alike. Should the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands.
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed.
Complaint: [redacted]
I am rejecting this response because:
First of all we noticed the marks right from the begging, It was in the first 30 days and this is when we called the first time. And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my household. I live at [redacted]. I have no scheduled service on 2.15.2014. Although we have purchased most of our furniture in our 4600 sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our home. This table has an abnormal porous nature and is overly tinted with black polish from the factory. A kitchen table is made to put and repel liquids on with the comfort it will not stain. I have seen paper that stained less. I am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any meal. This was extremely noticeable after we had company sitting around our new table. When we called, both your service department and the goof proof people , we were told that 1 glass mark was 1 incident. If we had 2 glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidents. I work in customer service and this I am sure not a good customer service twist of fine print. Marble is a quality stone. It is not a bunch of polished rocks, that discolor and leaves marks. I noticed this particular marble table -in black is no longer sold in your store. I would assume that you realized it was a liability to you quality reputation. I have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furniture. All we asked for at the time we called was to have someone take a look at the table and fix or replace it when we called. I did not think it was unreasonable. We have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stained. The table always comes up in discussion and the story of Bob's Multiple incident goof proof policy.
Sincerely,
[redacted]
Good Morning Revdex.com,
Bobs Discount Furniture has honored [redacted]’s requests
and made fair offers to resolve his original concern. As a business we have gone
above and beyond the guidelines of our protection plan and provided [redacted]
with a replacement piece of furniture even with the information that servicing
his merchandise would have been the best route for our customer. This latest
concern outlines again why we continually seek to resolve our customer’s
concerns with quality services rather than replacement items.
In regards to the other item in our customer’s home, we are
unable to offer a replacement on a piece of merchandise that [redacted] has
had in his possession since 2011. This item contains no factory defects or
reported, covered accidents to Guardian. As a business we must look to balance
out the needs of our business with the wants of our customer and in this
scenario we have not failed our customer. It is not the responsibility of a
business to replace an item free of concern because of a preference issue our
customer is experiencing and I am truly sorry that we have no further recourse
to offer [redacted] in this case.
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I would like to take this opportunity to Thank You
Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etc. changed drastically.
They refused to fix the furniture BUT they did picked it up today.
I am suppose to get a credit on my credit card. Hopefully this goes through.
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]
Complaint: [redacted]
I am rejecting this response because: the photo the technician submitted does not show the facts.. I do have a [redacted] Box Spring with its original plastic the technician was in a hurry
when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am.
Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture. The picture the technician summited shows my box spring plastic
cover hanging from the bottom in between the wood frame. Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also
show when I pull the plastic up from its hanging point. ((( -- see attachment photos with details.--)) 10 total photos.
Please keep me posted on this matter
thank you.
Sincerely,
[redacted]
size="3">
I have thoroughly reviewed the account. I find most of what the customer has listed
is correct. I am sorry that this
customer feels that their issues have not been adequately addressed.
We have offered the reselection on the sofa at 100% because it is
still under warranty. The loveseat has
no manufacturing defects. We are under
no obligation as a business to offer any credit on this piece. The $699 credit that was offered this
customer was done so as an extreme courtesy.
If the customer does not wish to part with this piece because of the 30%
usage fee, we can remove it from the credit so that they will not be losing
money on that piece and they can reselect on the sofa only. As Bob’s does not make furniture we do not
have any control over this manufacturer’s decision to no longer make this set,
because it is no longer made we do not have the option of just replacing the
sofa as this customer had requested. If
the piece was still in production, that would have been our first offer.
The part delay on the chairs is also an issue where we are at the
mercy of our manufacturer’s. The part
order was placed on November 21, 2015.
This vendor normally ships parts within thirty days. There are no notes from the parts department
as to the cause of the delay. Often it
is an issue with container ships coming through customs. This customer should not have had to wait so
long for this to be rectified.
I will offer this customer compensation as a $75 ECard for the
delay in the part order. I have also
amended the two reselection credits to include free delivery a $229.99 value. We would not be able to offer any additional
compensation.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back.
You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.
I am writing you to request that my money be refunded in full. I cannot be charge 10% for furniture that I pay a lot and didn`t last even two months.
Regard
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I would like to thank Tracy S[redacted] for her help in resolving this matter.
Sincerely,
[redacted]
Revdex.com-
We certainly apologize to this customer for how long this has
taken to correct and that they were forced to make so many calls. Looking into the account I do see that this
has already been set up to exchange on 3/19/16.
If the customer has any other questions or concerns please let us know.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
size="3">Good Afternoon [redacted],
How embarrassing it is to read about your
terrible experience with us. I am truly sorry for the lack of care that was
applied to your concern and we thank you for escalating your complaint so that
we can address the experience you had within our staff. I find it equally appalling
that you were denied a Saturday delivery, while some of the Saturdays in the
month may be booked in advance (we do only have a limited amount of trucks
available that can fill approx. 4,000 stops a day) it really shocks me that no
Saturdays were available at all.
Even more embarrassing is the fact that when
reviewing your refund paperwork it doesn’t look like your card number was
entered properly. Therefore there is no refund on its way to your original
payment method at this time.
If you would like to provide us with an opportunity
to make our failures right by keeping your purchase with us then we will most
certainly reimburse your delivery fee once the delivery has been accepted to
your satisfaction.
Should you feel that a cancelation for a
refund is in your best interest at this time, I do understand your reasons why
and would like to process this transaction for you directly so that there are
no other concerns of inconvenience to you. My direct phone number is ###-###-####;
please feel welcome to respond to me directly or via this Revdex.com channel you have
initiated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome.
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-
10pt;">We are very sorry for the inconvenience that this
customer has endured. I understand that they
were probably very excited to get such a great deal, a huge discount on the
piece. Then they got to the store and
you were told it was gone. That was a
very unfortunate and unfair position we put them in.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. We
have made several very fair offers to this customer, all of which have
initially been refused. We will stand
behind the customer’s choice of the offers that were made to them by our lead
Rowan. They can accept the $75 gift
card, as they have already been refunded for the sale that was canceled. If they do not wish to accept this offer,
they can reach back out to Rowan to discuss the other options that were
presented to them. We will not be able
to offer a comparable chair. That was a
special deal on a floor model. It is no
longer available.
We are again very sorry; we have no other recourse to
offer this customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
New Roman" size="3">
We absolutely agree that this issue
has not been handled correctly. This customer
reported the issue while in warranty. If
there had not been bad weather, the tech would have gone to the home within
warranty. We still would have offered
parts, as that is what our service policy dictates, but, the part order would
be due now. Because there have been
several mistakes and miscommunications on this customer’s account we will make
an offer of resolution. We will not be
able to extend an offer of refund.
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). This paperwork is already in the system, the
customer can visit any store and reselect to another piece. When this customer goes to the store, the customer
should tell the store that they are there for a reselection. The store will use the credit to pay for the
new merchandise and schedule the delivery and the pickup at the same time.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. We will waive
a new delivery fee as well. The delivery
and the removal of this Maggie will take place on the same day so the customer will
not be without a sofa at any time.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was able to get the delivery cost refunded to me after two calls but have not yet received the $100 gift card I was promised by Bob's Customer Service representative Jared K #82097.
Sincerely,
[redacted]
Good Afternoon
font-family: "Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m so sorry to learn of your disappointment
and the poor service you cite to have received from our Customer Care Offices.
Please correct me if I am wrong or not grasping the full extent of
your complaint:
Your account indicates that your concern
has been fully addressed as of 8.12.2015. Service order number: [redacted] displays
that we placed an order for one (1) ‘seat
casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our
customer’s concerns right while balancing the needs of our business.
At this time the part is on order for the “1
cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation
channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning...
[redacted]
We are sincerely sorry that this bed was not delivered in working
order. We appreciate that you were willing
to give us the opportunity to complete the part installation. We are sorry that this did not correct the
issue. We are willing to grant your
request for a refund on the Studio bed. Please ensure you have your original method of
payment [redacted] card available before you reach out to the store to
schedule. If this credit card
information is not entered prior to pickup, it will cause a delay in refund
processing.
We will absolutely take it back for a refund.
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 [redacted]9 and schedule the pickup. Once the pick up is completed and the credit
card number is entered into the transactions the refund(s) 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: [redacted]
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:
Sincerely,
[redacted]
What’s the sense of having company policies that are not being followed or enforced? Why should it be an expense to me because of an employee’s error, that misrepresentation? If I was given the correct information, I would have adjust my schedule according but instead I was misinformed.
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for all the disappointments our customer has experienced with this
purchase. The delivery address posted shows a very long purchasing history with
our business and I apologize again to our customer for the lack of care that was
applied to their present concern overall.
Our records indicate that we have
already resolved this concern directly and as of 1.27.2016 our customer was
approved to return the delivered mattress and foundation for a refund.
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton 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,
Guardian 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 Guardian is continually sending these documents as many claims for
coverage are routinely approved.
In this consumer’s specific case our records (at Bobs Discount
Furniture) cite that the customer conveyed to us that scratches occurred on a
table from “wiping it down”. The act of wiping down a table is not considered
an accident as you are intentionally cleaning the table so if this is literally
how the occurrence was reported to Guardian and the table actually shows scratching
the denial result will not be able to be overturned as the report doesn’t
convey an accident or match the damages present. The coverage terms and
conditions are fully being honored if the customer attempted to make a claim as
listed above. Please note that a scratch in wood is not the same as a breakage
of wood, this can be determined on the difference in the definition of each
word alone.
Like any other protection plan sold on automobiles, electronics,
or even home appliances terms and conditions must be adhered to and exclusions
apply in order to keep the plan fair for all consumers alike. Should the
customer wish to provide us with photos (via this Revdex.com channel) and an
accidental report that coincides with the evidence in the pictures we will look
into this claim further and see what, if anything, Bobs Discount Furniture is
able to offer directly to appease this individual’s demands.
We look forward to receiving the requested information via this
Revdex.com Channel and will follow up accordingly after our review is completed.
Complaint: [redacted]
I am rejecting this response because:
First of all we noticed the marks right from the begging, It was in the first 30 days and this is when we called the first time. And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my household. I live at [redacted]. I have no scheduled service on 2.15.2014. Although we have purchased most of our furniture in our 4600 sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our home. This table has an abnormal porous nature and is overly tinted with black polish from the factory. A kitchen table is made to put and repel liquids on with the comfort it will not stain. I have seen paper that stained less. I am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any meal. This was extremely noticeable after we had company sitting around our new table. When we called, both your service department and the goof proof people , we were told that 1 glass mark was 1 incident. If we had 2 glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidents. I work in customer service and this I am sure not a good customer service twist of fine print. Marble is a quality stone. It is not a bunch of polished rocks, that discolor and leaves marks. I noticed this particular marble table -in black is no longer sold in your store. I would assume that you realized it was a liability to you quality reputation. I have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furniture. All we asked for at the time we called was to have someone take a look at the table and fix or replace it when we called. I did not think it was unreasonable. We have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stained. The table always comes up in discussion and the story of Bob's Multiple incident goof proof policy.
Sincerely,
[redacted]
Good Morning Revdex.com,
Bobs Discount Furniture has honored [redacted]’s requests
and made fair offers to resolve his original concern. As a business we have gone
above and beyond the guidelines of our protection plan and provided [redacted]
with a replacement piece of furniture even with the information that servicing
his merchandise would have been the best route for our customer. This latest
concern outlines again why we continually seek to resolve our customer’s
concerns with quality services rather than replacement items.
In regards to the other item in our customer’s home, we are
unable to offer a replacement on a piece of merchandise that [redacted] has
had in his possession since 2011. This item contains no factory defects or
reported, covered accidents to Guardian. As a business we must look to balance
out the needs of our business with the wants of our customer and in this
scenario we have not failed our customer. It is not the responsibility of a
business to replace an item free of concern because of a preference issue our
customer is experiencing and I am truly sorry that we have no further recourse
to offer [redacted] in this case.
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I would like to take this opportunity to Thank You
Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etc. changed drastically.
They refused to fix the furniture BUT they did picked it up today.
I am suppose to get a credit on my credit card. Hopefully this goes through.
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]
Complaint: [redacted]
I am rejecting this response because: the photo the technician submitted does not show the facts.. I do have a [redacted] Box Spring with its original plastic the technician was in a hurry
when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am.
Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture. The picture the technician summited shows my box spring plastic
cover hanging from the bottom in between the wood frame. Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also
show when I pull the plastic up from its hanging point. ((( -- see attachment photos with details.--)) 10 total photos.
Please keep me posted on this matter
thank you.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
I have thoroughly reviewed the account. I find most of what the customer has listed
is correct. I am sorry that this
customer feels that their issues have not been adequately addressed.
We have offered the reselection on the sofa at 100% because it is
still under warranty. The loveseat has
no manufacturing defects. We are under
no obligation as a business to offer any credit on this piece. The $699 credit that was offered this
customer was done so as an extreme courtesy.
If the customer does not wish to part with this piece because of the 30%
usage fee, we can remove it from the credit so that they will not be losing
money on that piece and they can reselect on the sofa only. As Bob’s does not make furniture we do not
have any control over this manufacturer’s decision to no longer make this set,
because it is no longer made we do not have the option of just replacing the
sofa as this customer had requested. If
the piece was still in production, that would have been our first offer.
The part delay on the chairs is also an issue where we are at the
mercy of our manufacturer’s. The part
order was placed on November 21, 2015.
This vendor normally ships parts within thirty days. There are no notes from the parts department
as to the cause of the delay. Often it
is an issue with container ships coming through customs. This customer should not have had to wait so
long for this to be rectified.
I will offer this customer compensation as a $75 ECard for the
delay in the part order. I have also
amended the two reselection credits to include free delivery a $229.99 value. We would not be able to offer any additional
compensation.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back.
You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.
I am writing you to request that my money be refunded in full. I cannot be charge 10% for furniture that I pay a lot and didn`t last even two months.
Regard
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I would like to thank Tracy S[redacted] for her help in resolving this matter.
Sincerely,
[redacted]
Good
Afternoon...
Revdex.com-
We certainly apologize to this customer for how long this has
taken to correct and that they were forced to make so many calls. Looking into the account I do see that this
has already been set up to exchange on 3/19/16.
If the customer has any other questions or concerns please let us know.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
size="3">Good Afternoon [redacted],
How embarrassing it is to read about your
terrible experience with us. I am truly sorry for the lack of care that was
applied to your concern and we thank you for escalating your complaint so that
we can address the experience you had within our staff. I find it equally appalling
that you were denied a Saturday delivery, while some of the Saturdays in the
month may be booked in advance (we do only have a limited amount of trucks
available that can fill approx. 4,000 stops a day) it really shocks me that no
Saturdays were available at all.
Even more embarrassing is the fact that when
reviewing your refund paperwork it doesn’t look like your card number was
entered properly. Therefore there is no refund on its way to your original
payment method at this time.
If you would like to provide us with an opportunity
to make our failures right by keeping your purchase with us then we will most
certainly reimburse your delivery fee once the delivery has been accepted to
your satisfaction.
Should you feel that a cancelation for a
refund is in your best interest at this time, I do understand your reasons why
and would like to process this transaction for you directly so that there are
no other concerns of inconvenience to you. My direct phone number is ###-###-####;
please feel welcome to respond to me directly or via this Revdex.com channel you have
initiated.
Kindest Regards,
Stephanie A. G[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.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome.
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***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">We are very sorry for the inconvenience that this
customer has endured. I understand that they
were probably very excited to get such a great deal, a huge discount on the
piece. Then they got to the store and
you were told it was gone. That was a
very unfortunate and unfair position we put them in.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. We
have made several very fair offers to this customer, all of which have
initially been refused. We will stand
behind the customer’s choice of the offers that were made to them by our lead
Rowan. They can accept the $75 gift
card, as they have already been refunded for the sale that was canceled. If they do not wish to accept this offer,
they can reach back out to Rowan to discuss the other options that were
presented to them. We will not be able
to offer a comparable chair. That was a
special deal on a floor model. It is no
longer available.
We are again very sorry; we have no other recourse to
offer this customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com-
New Roman" size="3">
We absolutely agree that this issue
has not been handled correctly. This customer
reported the issue while in warranty. If
there had not been bad weather, the tech would have gone to the home within
warranty. We still would have offered
parts, as that is what our service policy dictates, but, the part order would
be due now. Because there have been
several mistakes and miscommunications on this customer’s account we will make
an offer of resolution. We will not be
able to extend an offer of refund.
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). This paperwork is already in the system, the
customer can visit any store and reselect to another piece. When this customer goes to the store, the customer
should tell the store that they are there for a reselection. The store will use the credit to pay for the
new merchandise and schedule the delivery and the pickup at the same time.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. We will waive
a new delivery fee as well. The delivery
and the removal of this Maggie will take place on the same day so the customer will
not be without a sofa at any time.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
e again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.
I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount C
Sincerely,[redacted]
Complaint: [redacted]
Please see information below - believe phone number will be information needed to look up
The order was placed on my roommates card Jeff Coluccio.
Address was:
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was able to get the delivery cost refunded to me after two calls but have not yet received the $100 gift card I was promised by Bob's Customer Service representative Jared K #82097.
Sincerely,
[redacted]