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 a
senior manager Lori to rectify the situation and reach a satisfactory outcome. The
paperwork has been completed; the customer provided the credit card information
to refund to at 6:24pm on 10.18.16. The credit card company requires a standard
of 3-5 business days to post to the customer’s account. The credits that were created as corporate
check refunds have been released and the check will be cut 10.19.16 and mailed
to the address on this complaint.
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-
We are very sorry for the failed...
deliveries, the frustration
and delay. The refund was processed on
2.3.17. It normally takes 2-3 business
days to post to a customer’s account.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We have reviewed the account and agree...
with the customer
that in this case the new delivery fee should be waived. We apologize that the customer was inconvenienced
in this way. We have corrected the
reselection credit to reflect 100% credit for the chair and no new delivery fee
to be charged. The team will remove this
chair from the home when the new piece is delivered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
We made a large purchase from this store with our debit card. It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within 48 hours to return it. We were told that our only option is a 2 month store credit that expires after 2 months. There will be no refund of money. An account manager on the line told us that is in the contract that we signed. We have no copy of a contract or anything in writing that states this return policy. After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option). The manager this day at the store said she would call corporate to see if she can get a refund of our balance. Corporate rejected the request and we were told we were out of luck. This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAM. To this day, we have NOTHING in writing of a 2 month store credit that expires if you don't use it within 2 months as part of Bob's return policy.
As of
today – 1.30.2016- I am not certain this customers desired settlement remains
the same.
Our
records indicate that they have an even exchange scheduled to take place on
2.04.2016 and have also arranged to purchase (and pick up) an additional item
from us that matches their original living room set.
Our
records further depict that we have provided our customer with compensation
(multiple compensations) and I am confident that any sales communication
concern was addressed by our retail management directly.
Our
business is currently looking forward to the exchange scheduled for 2.04.2016 and
we thank our customer for working with us directly to address their complaints.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Today I checked with my credit card company & I did receive
$59 credit to my account. However, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled 4 times one of which they were a no-show. The drawer to the bed does not close flush. We will attempt to contact "Customer Care" to get them to make necessary adjustment.
Sincerely,
[redacted]
We are very sorry for the issues this customer
is having with the [redacted] Ink
transfer from clothing is not considered an accidental damage. We have attached for reference the Goof Proof
Plus handout the customer was given at time of purchase.
In an effort to try to make this right for
this customer we will offer a courtesy service.
We can have one of our factory trained technicians come out for stain
removal. If the customer would like to
accept this offer, please call into customer care. This is pre-approved and is noted in the
customer’s account.
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickup. Our mattresses and motion
furniture may carry additional factory guarantees. You must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to you. If the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one time. If the item is no longer available,
you may reselect to other merchandise or we will refund the purchase price. In
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected item. Merchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guarantees. Normal wear and tear or
customer-caused problems are also excluded. Service can only be provided within
our serviceable area to the original purchaser as stated on your sales receipt.
Kindest
Regards,
Tracy S[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning -
size="3" face="Times New Roman">
We are sincerely sorry for the concerns represented in this
complaint. It is obvious that we have inconvenienced
this customer. We approve the customer’s
request to have the refund of the delivery fee.
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 MC (it will not process to any other card except the original card). When this is completed and the credit card
number is entered into the transactions the refund should process back to you
within 3-5 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) 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 and complete the
processing.
Morning Revdex.com,
We are sorry for the issues the customer has experienced. The
Guardian Insurance carrier you called to report the claim only covers
accidents. If there was no accident,
this should have never been reported to them.
I have attached the Goof Proof handout for future reference. I someone gets sick, or spills a glass of
soda on the sofa, call them, that would be covered. They only cover accidents.
The other side of the Goof Proof is through Bob’s. We cover manufacturing issues. I do see that this is set up for an exchange
for 8.22.16. We certainly hope that as
of this afternoon this customer’s issues will all have been addressed and
corrected.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Date: Wed, Apr 8, 2015 at 10:22 AM Subject: Re: Complaint Transfer for Complaint Number:[redacted] To: "[redacted]
The complaint I have pending, is frustrating. The reply Bobs furniture sent that they needed more information was bogus. I had no way of adequately reply. I have the information to send them and would like a full refund instead of the store credit. The credit they issued was only good for 90 days, and still my elderly parents have not decided in a purchase.
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the middle of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery
To wait for the exchange of the item the
customer initially purchased with the understanding that the tentative stock
date would be on or about 11.15.16 and we will credit 10% of the customer’s
merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer, this would be a store credit of $67.89
Or a return of the chest for full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Best
Wishes,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Dear Sir /
Madam,
I don’t know if
you noticed Ms Tracy’s response but I don’t believe she does have any
intentions in helping their customer or honoring their warranty. Ms Tracy’s
response was that she “RESEARCHED” the issue and her feedback was based on her research. I can tell that I don’t
believe her research was adequate because she probably relied on the
information in front of her computer, mostly the inspection report which as I
have mentioned in my compliant was fabricated to suit Bob’s needs. The tech on
site did tell us that there is something wrong and he sees abnormal sagging on
the mattress, he then steps outside to call his “office” and when he returns
completely changes his story and writes the report and goes away without
notifying us. These are the steps of wrong doing, how could Ms Tracy not see
this, how could she not call the tech and ask him why he said those things. I
have 2 witness that can confirm he said that there is significant sagging on
the mattress.
On a minimum Bob’s
should have dispatched another tech or a supervisor or something to either
confirm their tech’s story or mine. I am sure they didn’t do this because the
next tech would see the same and if would probably be a disadvantage to them to
get this re-tested. Also, Bob’s customer service had assured us that a supervisor
will call us and if I am not satisfied with this report I can call in 30-days
to open a new case. Based on Ms Tracy’s last message, I am interpreting that
she states that I have no recourse on this matter like ever, the 20+ year warranty
just went down the drain because I opened a case and it was rejected.
I believe this
is their business model, lure the customer in, say a bunch of lies, make false
promises and when the time comes reject the claim not just for that one time
but for the entire course of the warranty which would make the warranty null so
that they will never have to honor any more requests at all.
Based on the
last message, yes I want to dispute the technicians report and I don’t accept
the vendor response because the technician has lied on his report and the
vendor is fully aware of this. At a minimum before further actions, I would
like the vendor to send another tech to validate. I have attached the pictures
and I have no pictures but due size restrictions I could not upload them to
your site. If you provide me with another way I would be more than happy to upload
them.
The pictures are
for the queen mattress and the bedframe that mattress currently sits on which
was also purchased from Bob’s. As mentioned on the complaint, we did have the
mattress on a different frame only to see if a box spring would help with the
issue which it didn’t. Besides the week the mattress has always been on the bedframe
for the picture that is attached which as mentioned was purchased from Bob’s
and has no provision for a box spring
I would sincerely
ask Better Business to please not take this lightly as this is a very serious
matter of a vendor not honoring their warranty claims.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com,
Thanks for
following up on behalf of me. I do appreciate the offer that Bob’s has provided
and it could be acceptable to me but I am rejecting this offer because I don’t understand
the verbiage listed by Ms Tracy.
“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.”
I don’t understand what Bob is trying to
convey, reading through this, I am to believe that the above statement means
that I can no longer make any claim for any product that I have purchased
through Bob and in that case I will not agree to this terms. I have paid good
money for products that I purchased from Bob’s, several thousands of dollars
and I bought additional warranty because I felt necessary for unseen events.
Bobs is not the only vendor that I buy additional warranty from but Bob’s has
been the only vendor that I had to reach out to Revdex.com and other channels to fight
for something that is totally within the bounds of their warranty coverage but
they are denying it because of a FABRICATED report by one of their techs that
they claim to be true without a shadow of doubt. As mentioned earlier, there is
still no call from any supervisor or has there been a process for re-evaluation.
I don’t want to keep repeating the same old tune but the fact of the matter has
not changed even with this offer. I feel this offer is more hurtful then
rejecting one claim because my understanding is that I am losing warranty on
every other product that I own purchased from Bob’s.
As mentioned, I don’t mind the offer and
I do think its decent offer but if this offer takes away my ability to make a
legit claim for a warranty for all the products that I have in my home today
then this offer is totally unacceptable. Also, what happens if I do accept and
get a new mattress and sometime later I run into the same problem again with
the new mattress, Is Bob again saying that there is no warranty coverage?
I will accept the offer, if Bob’s removes
this verbiage or modifies so that my existing warranties and the warranty for
the new mattress that I will take with this settlement is not affected.
If my assumption is correct about the verbiage
then you can see how Bob’s is trying to get away so easily with this settlement
and in actuality as a customer I am losing more than what I complained about
originally. Bobs clearly has figured out good ways to manipulate customers
rather than being good customer service which is what was required in this case
from the beginning. I have dealt with so many vendors and no one has ever gone
out of their way to dishonor their warranty because they could save a few. It
is unfortunate to say Bob’s is the first in my experience that caused so much
of pain and agony where this could have been a simple transaction that could
have resolved easily.
Please let me know if you have any
questions.
Thank you!
Sincerely,
[redacted]
Only shop at bobs if u want disposable furniture that falls apart after a year. [redacted] is a joke, save your money n use it on real furniture. Bobs furniture is cartoon quality just like his ads! Customer service dept is a nightmare to deal with kept on hold for 90 min. For a manager . Wouldn't buy a doghouse from bob.
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern.
At this time we consider this
concern closed as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest apologies for the inconvenience the multiple deliveries 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 their concerns have been resolved.
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. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
Normally 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. Should the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology with use of a gift card.
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 do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99) and we will also provide a $200.00 Bobs Discount Furniture Gift Card as our further form of apology.
Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the delivery fee charge to the financing account used to make this purchase (it may take one full billing cycle for the customer to see this on their [redacted] statement). The Bobs Discount Furniture Gift Card will be mailed to the below names/address within 7-10 business days of their response being received.
We are genuinely very sorry again for the inconveniences we caused and thank our customer for bringing the obvious coaching concerns we have to our direct attention.
Gift Card will be mailed to:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
This is not acceptable to me. The cores that they sent and installed less than a week ago are already flattening. This is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptable. I need a full refund and fit then to pick up the couch as soon as possible.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] %3
Good Morning [redacted],
Please accept my apologies for your dissatisfaction with the
merchandise. I would also like to personally apologize to you for not spelling your name correctly on my original reply to you. It was never our intention to fail you so poorly while seeking to
resolve the original defect concern you experienced. I am positive that we do
not deliver refurbished bedding under the sales agreement for new bedding. Our
records reflect that we are dispatching a service professional to your
residence today (7.29.2014) to address the concerns your current foundation
has. Our service professional has vast product knowledge and I am confident
that he can provide you with an explanation as to why this support piece of
wood rests inside the make up of this foundation.
Again, I am truly sorry you are not satisfied with this
merchandise and our goal is to satisfy you through service today. If you are
still unsatisfied after service today, our technician can call into our
customer care department on your behalf and we can discuss replacing the
current foundation you have in your home. If you’d like to speak with me
directly after the service to discuss other options for recourse please feel
welcome to contact me directly at ###-###-####.
Kind
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.
I see that this customer has already spoken with a
senior manager Lori to rectify the situation and reach a satisfactory outcome. The
paperwork has been completed; the customer provided the credit card information
to refund to at 6:24pm on 10.18.16. The credit card company requires a standard
of 3-5 business days to post to the customer’s account. The credits that were created as corporate
check refunds have been released and the check will be cut 10.19.16 and mailed
to the address on this complaint.
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-
We are very sorry for the failed...
deliveries, the frustration
and delay. The refund was processed on
2.3.17. It normally takes 2-3 business
days to post to a customer’s account.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We have reviewed the account and agree...
with the customer
that in this case the new delivery fee should be waived. We apologize that the customer was inconvenienced
in this way. We have corrected the
reselection credit to reflect 100% credit for the chair and no new delivery fee
to be charged. The team will remove this
chair from the home when the new piece is delivered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
We made a large purchase from this store with our debit card. It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within 48 hours to return it. We were told that our only option is a 2 month store credit that expires after 2 months. There will be no refund of money. An account manager on the line told us that is in the contract that we signed. We have no copy of a contract or anything in writing that states this return policy. After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option). The manager this day at the store said she would call corporate to see if she can get a refund of our balance. Corporate rejected the request and we were told we were out of luck. This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAM. To this day, we have NOTHING in writing of a 2 month store credit that expires if you don't use it within 2 months as part of Bob's return policy.
Good Afternoon Revdex.com,...
As of
today – 1.30.2016- I am not certain this customers desired settlement remains
the same.
Our
records indicate that they have an even exchange scheduled to take place on
2.04.2016 and have also arranged to purchase (and pick up) an additional item
from us that matches their original living room set.
Our
records further depict that we have provided our customer with compensation
(multiple compensations) and I am confident that any sales communication
concern was addressed by our retail management directly.
Our
business is currently looking forward to the exchange scheduled for 2.04.2016 and
we thank our customer for working with us directly to address their complaints.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Today I checked with my credit card company & I did receive
$59 credit to my account. However, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled 4 times one of which they were a no-show. The drawer to the bed does not close flush. We will attempt to contact "Customer Care" to get them to make necessary adjustment.
Sincerely,
[redacted]
Good...
Afternoon Revdex.com-
We are very sorry for the issues this customer
is having with the [redacted] Ink
transfer from clothing is not considered an accidental damage. We have attached for reference the Goof Proof
Plus handout the customer was given at time of purchase.
In an effort to try to make this right for
this customer we will offer a courtesy service.
We can have one of our factory trained technicians come out for stain
removal. If the customer would like to
accept this offer, please call into customer care. This is pre-approved and is noted in the
customer’s account.
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickup. Our mattresses and motion
furniture may carry additional factory guarantees. You must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to you. If the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one time. If the item is no longer available,
you may reselect to other merchandise or we will refund the purchase price. In
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected item. Merchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guarantees. Normal wear and tear or
customer-caused problems are also excluded. Service can only be provided within
our serviceable area to the original purchaser as stated on your sales receipt.
Kindest
Regards,
Tracy S[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning -
size="3" face="Times New Roman">
We are sincerely sorry for the concerns represented in this
complaint. It is obvious that we have inconvenienced
this customer. We approve the customer’s
request to have the refund of the delivery fee.
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 MC (it will not process to any other card except the original card). When this is completed and the credit card
number is entered into the transactions the refund should process back to you
within 3-5 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (3) 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 and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good...
Morning Revdex.com,
We are sorry for the issues the customer has experienced. The
Guardian Insurance carrier you called to report the claim only covers
accidents. If there was no accident,
this should have never been reported to them.
I have attached the Goof Proof handout for future reference. I someone gets sick, or spills a glass of
soda on the sofa, call them, that would be covered. They only cover accidents.
The other side of the Goof Proof is through Bob’s. We cover manufacturing issues. I do see that this is set up for an exchange
for 8.22.16. We certainly hope that as
of this afternoon this customer’s issues will all have been addressed and
corrected.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Date: Wed, Apr 8, 2015 at 10:22 AM Subject: Re: Complaint Transfer for Complaint Number:[redacted] To: "[redacted]
The complaint I have pending, is frustrating. The reply Bobs furniture sent that they needed more information was bogus. I had no way of adequately reply. I have the information to send them and would like a full refund instead of the store credit. The credit they issued was only good for 90 days, and still my elderly parents have not decided in a purchase.
Sincerely,
[redacted]
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the middle of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery
To wait for the exchange of the item the
customer initially purchased with the understanding that the tentative stock
date would be on or about 11.15.16 and we will credit 10% of the customer’s
merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer, this would be a store credit of $67.89
Or a return of the chest for full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Best
Wishes,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com,...
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Dear Sir /
Madam,
I don’t know if
you noticed Ms Tracy’s response but I don’t believe she does have any
intentions in helping their customer or honoring their warranty. Ms Tracy’s
response was that she “RESEARCHED” the issue and her feedback was based on her research. I can tell that I don’t
believe her research was adequate because she probably relied on the
information in front of her computer, mostly the inspection report which as I
have mentioned in my compliant was fabricated to suit Bob’s needs. The tech on
site did tell us that there is something wrong and he sees abnormal sagging on
the mattress, he then steps outside to call his “office” and when he returns
completely changes his story and writes the report and goes away without
notifying us. These are the steps of wrong doing, how could Ms Tracy not see
this, how could she not call the tech and ask him why he said those things. I
have 2 witness that can confirm he said that there is significant sagging on
the mattress.
On a minimum Bob’s
should have dispatched another tech or a supervisor or something to either
confirm their tech’s story or mine. I am sure they didn’t do this because the
next tech would see the same and if would probably be a disadvantage to them to
get this re-tested. Also, Bob’s customer service had assured us that a supervisor
will call us and if I am not satisfied with this report I can call in 30-days
to open a new case. Based on Ms Tracy’s last message, I am interpreting that
she states that I have no recourse on this matter like ever, the 20+ year warranty
just went down the drain because I opened a case and it was rejected.
I believe this
is their business model, lure the customer in, say a bunch of lies, make false
promises and when the time comes reject the claim not just for that one time
but for the entire course of the warranty which would make the warranty null so
that they will never have to honor any more requests at all.
Based on the
last message, yes I want to dispute the technicians report and I don’t accept
the vendor response because the technician has lied on his report and the
vendor is fully aware of this. At a minimum before further actions, I would
like the vendor to send another tech to validate. I have attached the pictures
and I have no pictures but due size restrictions I could not upload them to
your site. If you provide me with another way I would be more than happy to upload
them.
The pictures are
for the queen mattress and the bedframe that mattress currently sits on which
was also purchased from Bob’s. As mentioned on the complaint, we did have the
mattress on a different frame only to see if a box spring would help with the
issue which it didn’t. Besides the week the mattress has always been on the bedframe
for the picture that is attached which as mentioned was purchased from Bob’s
and has no provision for a box spring
I would sincerely
ask Better Business to please not take this lightly as this is a very serious
matter of a vendor not honoring their warranty claims.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com,
Thanks for
following up on behalf of me. I do appreciate the offer that Bob’s has provided
and it could be acceptable to me but I am rejecting this offer because I don’t understand
the verbiage listed by Ms Tracy.
“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.”
I don’t understand what Bob is trying to
convey, reading through this, I am to believe that the above statement means
that I can no longer make any claim for any product that I have purchased
through Bob and in that case I will not agree to this terms. I have paid good
money for products that I purchased from Bob’s, several thousands of dollars
and I bought additional warranty because I felt necessary for unseen events.
Bobs is not the only vendor that I buy additional warranty from but Bob’s has
been the only vendor that I had to reach out to Revdex.com and other channels to fight
for something that is totally within the bounds of their warranty coverage but
they are denying it because of a FABRICATED report by one of their techs that
they claim to be true without a shadow of doubt. As mentioned earlier, there is
still no call from any supervisor or has there been a process for re-evaluation.
I don’t want to keep repeating the same old tune but the fact of the matter has
not changed even with this offer. I feel this offer is more hurtful then
rejecting one claim because my understanding is that I am losing warranty on
every other product that I own purchased from Bob’s.
As mentioned, I don’t mind the offer and
I do think its decent offer but if this offer takes away my ability to make a
legit claim for a warranty for all the products that I have in my home today
then this offer is totally unacceptable. Also, what happens if I do accept and
get a new mattress and sometime later I run into the same problem again with
the new mattress, Is Bob again saying that there is no warranty coverage?
I will accept the offer, if Bob’s removes
this verbiage or modifies so that my existing warranties and the warranty for
the new mattress that I will take with this settlement is not affected.
If my assumption is correct about the verbiage
then you can see how Bob’s is trying to get away so easily with this settlement
and in actuality as a customer I am losing more than what I complained about
originally. Bobs clearly has figured out good ways to manipulate customers
rather than being good customer service which is what was required in this case
from the beginning. I have dealt with so many vendors and no one has ever gone
out of their way to dishonor their warranty because they could save a few. It
is unfortunate to say Bob’s is the first in my experience that caused so much
of pain and agony where this could have been a simple transaction that could
have resolved easily.
Please let me know if you have any
questions.
Thank you!
Sincerely,
[redacted]
Only shop at bobs if u want disposable furniture that falls apart after a year. [redacted] is a joke, save your money n use it on real furniture. Bobs furniture is cartoon quality just like his ads! Customer service dept is a nightmare to deal with kept on hold for 90 min. For a manager . Wouldn't buy a doghouse from bob.
Good Afternoon Revdex.com,...
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern.
At this time we consider this
concern closed as resolved.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the multiple deliveries 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 their concerns have been resolved.
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. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
Normally 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. Should the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology with use of a gift card.
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 do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99) and we will also provide a $200.00 Bobs Discount Furniture Gift Card as our further form of apology.
Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the delivery fee charge to the financing account used to make this purchase (it may take one full billing cycle for the customer to see this on their [redacted] statement). The Bobs Discount Furniture Gift Card will be mailed to the below names/address within 7-10 business days of their response being received.
We are genuinely very sorry again for the inconveniences we caused and thank our customer for bringing the obvious coaching concerns we have to our direct attention.
Gift Card will be mailed to:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
This is not acceptable to me. The cores that they sent and installed less than a week ago are already flattening. This is not the first piece of furniture we bought from Bob's, and we have never been happy with the quality, but for a couch to break down this fast is unacceptable. I need a full refund and fit then to pick up the couch as soon as possible.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] %3
Good Morning [redacted],
Please accept my apologies for your dissatisfaction with the
merchandise. I would also like to personally apologize to you for not spelling your name correctly on my original reply to you. It was never our intention to fail you so poorly while seeking to
resolve the original defect concern you experienced. I am positive that we do
not deliver refurbished bedding under the sales agreement for new bedding. Our
records reflect that we are dispatching a service professional to your
residence today (7.29.2014) to address the concerns your current foundation
has. Our service professional has vast product knowledge and I am confident
that he can provide you with an explanation as to why this support piece of
wood rests inside the make up of this foundation.
Again, I am truly sorry you are not satisfied with this
merchandise and our goal is to satisfy you through service today. If you are
still unsatisfied after service today, our technician can call into our
customer care department on your behalf and we can discuss replacing the
current foundation you have in your home. If you’d like to speak with me
directly after the service to discuss other options for recourse please feel
welcome to contact me directly at ###-###-####.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison