Roman" size="3">
Good Morning Revdex.com,
Please pass on our apologies to the
customer though a damage that has emerged from an accident occurring cannot be
considered a manufacturing defect or the responsibility of the retailer who
supplied the product.
In reference to the customer information
this claimant has supplied the Revdex.com with I was unable to locate the delivery of
the rug the customer is associating with this concern.
No records came up when I searched phone
number.
No records came up when I searched name.
Under the address listed here I was able to
locate an account under [redacted] and this is actually an account I was
personally involved in ( and have notes stating I personally spoke with
Kimberly) to provide her with a courtesy exchange (where no defect was present)
on an ottoman in March of 2015.
In reference to the only rug I can locate
within [redacted]’s account:
We delivered a 5’3” x 7’6” rug (article# 940318)
on 12.06.2014
There was no extended protection purchased on this rug and outside
of the warranty and our written term of accountability to this product (on
2.27.2015) we agreed (as another courtesy) to replace the rug with an even
exchange for a concern of fraying ends.
On the date of this courtesy exchange (2.27.2015) our records
reflect that the new rug was smaller than the old rug so we gave the customer a
store credit to reselect (another courtesy). This deeply perplexes me as our
records show that we brought the same article number to the customer as what
they previously had in the home. Same size, same article number so it perplexes
me as to how that new rug could be different than the last in terms of size? My
best professional guess leads me to believe that the credit was given as yet
another courtesy in a continued extreme
effort to convey to the customer how much we truly care about her concerns.
This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on 3.20.2015 and there
is no other sale for a different rug attached or associated to this return
credit.
At this time I cannot even confirm the
purchase of the rug listed in this claim is from our business and the history
of this account overtly shows that we have clearly made several exceptions for
this individual already.
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com-
We are very sorry for the delays in processing the refund. We absolutely understand the level of
frustration this customer must be feeling.
We have confirmation that the check was sent to the customer via [redacted].
The [redacted] tracking number for this package is [redacted].
Again we are sorry that this customer was left waiting for the
refund for so long.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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.
Just as a clarification, I was calling for the goof proof protection when I called to have someone come out and take a look at it. If the person on the phone didn't understand that, I shouldn't be to blame. I specifically stated that I was calling to make a claim on my goof proof warranty for my sofa. I didn't say that what was wrong with the sofa was a defect in the product. I stated that it was an accident at the house, and that I wanted to have it repaired. No one told us to call guardian. Not when I called to state the problem, not when the tech came to the house, and not when my Father in Law was on the phone with the Customer Service Department.
We would like to take the credit for the merchandise. If you could please let us know how we would go about redeeming that.
Sincerely,
[redacted]
Good Morning Revdex.com-
We received this customer’s concern through another avenue. The concern has been addressed and this
customer is scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I attempted to call you at 1:39pm on June 1st however, there was no answer. I have researched your account and apologize that the dining table has failed to meet your quality expectations. I understand...
your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marble. You have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stone. Seeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the product. The [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this time. To avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warranties. If you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reported. The alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciated. Please let me know which option works best for you.Thanks[redacted]
mso-bidi-theme-font: minor-latin; mso-themecolor: text1'>Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause 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 these concerns.
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.
As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer. We want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our control. It is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival.
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. While we can request timeframes, 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 than expected.
The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot available. Per our records the automated system followed up with a timeframe of 2:00-6:00pm. Upon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pm. This customer was accommodated to the best of our ability and was the last stop on the truck’s run for 2.06.2015. We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customer. We apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot.
We currently have a delivery scheduled for the final item on 2.14.2015 to resolve the remaining delivery concern. We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.14.2015 and we apologize again that these concerns have taken up any of our customer’s valuable time.
Kind Regards, [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I’m sorry to learn that you are experiencing any concern with your
products and the Goof Proof plan you purchased for them. Our records indicate that
on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for
you that took place on 9.15.2015. Our technician’s report indicates the
following conclusion from that service:
1212-1226pm
per tech Harrold -
swivel rocker – the left side facing and right side facing edge is
peeling along the edges, this is from the customer having chair too close to
the wall and its starting to peel cc/good no reparable
Sofa-the left side facing and right side facing seat cushion is
fading, able to touch it up mfg. /good and complete
Above
Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37
In regards to your dresser concern I ask that you
submit photos of the item via this Revdex.com channel and indicate what the “staining”
is actually from. Your Goof Proof Plan (as its name depicts) is designed to
cover most occurrences of one time accidental damage. With your photo
submission and report of what happened we may
be able to assist in disputing the denial you received from the [redacted]
company.
Kindest Regards,
Stephanie 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
size="3">
We apologize to our customer for any disappointment they have
experienced while using their protection plan this dispute is in relation to a
claim for service through an entirely different business ([redacted]
Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
This claim was reported as “rings” on table top. The customer could not state how they occurred
or when. Due to this being multiple occurrences
and the customer have no idea of origins or timeframes the claim was correctly
denied.
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for exchange. The
customer should carefully review the [redacted] Warranty card attached and also
the [redacted] Plan sheet. For future
claims the customer may want to reach out to Bob’s before submitting claim so
we can help ensure the process will progress smoothly, as this is a one time
courtesy. Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it scheduled.
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.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 accept option #1 as my compensation and I appreciate the quick response. Thank you for acknowledging my complaints and acting accordingly.
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.
Thank you for standing behind your products.
Sincerely,
[redacted]
size="3">
I attempted to reach out to this customer by telephone this
evening (9.17.2015) on the number she has posted. I was only able to leave a
voicemail in which I left my direct number for contact back at [redacted].
I am very troubled after reading about this customer’s experience
with us and have begun addressing the obvious coaching concerns presented here.
Please advise the customer I’d be happy to make sure her property claim gets
addressed appropriately and the compensation she’s been promised gets processed
to her accordingly.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
I
apologize that [redacted] found our offer for a further form of apology insufficient
and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she
choose to provide us with another chance in the future.
In regards
to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a
certain person’s credit card was used to pay for this purchase. The Bobs
Discount Furniture record that we have for this sales order is under [redacted]’s
full name and not [redacted]’s. My comment
was intended to explain an offer of electronically processing the gift card to “[redacted]’s
Account” as [redacted] is who we could consider the sole owner of this customer
number.
I am deeply
saddened to learn of the tragedy that [redacted] cites she has recently endured and
ask that you please pass on my personal sympathies to her during this time. I
assure [redacted] that it was never our intention to cause her more stress during
this sale and that we have taken the appropriate steps internally to rectify
the lack of care and empathy [redacted] stated she received while seeking
resolution for our failures.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize we were unable to accommodate your request for delivery after 3pm.
Our delivery is an all day service and whenever possible we make every attempt...
to honor specific delivery timeframe request. Our routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request. I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time.
The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements. We are unable to refund this charge however, I will inform store management of your concern with the sales associate.
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused.
Sincerely,
[redacted]
size="3">
We apologize to our customer for the frustration and
disappointment they are experiencing from this concern.
We have reviewed the customer’s photos (2) with our Service
Technician Manager who has over 16 years of experience with our business. Our
technician’s are trained at factory level thoroughly to recognize a
manufacturing defect on multiple product types, their manager’s review of the
photo is an even higher level of consideration than a technician coming to the
customer’s residence. At this time we stand behind the original determination
of our Customer Care Supervisor ([redacted]) and are unable to offer further
recourse for this concern.
Regardless of the photo review there are also many other factors
to consider within this specific scenario and product type.
-Small fissures on stone product are considered a natural
characteristic of the merchandise. This is normal because it’s not a crack it’s
a vein that once carried minerals that was formed in the stone millions of
years ago. There are multitudes of public information available on a fissure
being a normal characteristic for stone products and many consumers’ do mistake
fissures for cracks.
-Bobs Discount Furniture provides product knowledge, such as
information about fissures in stone product in all of our showrooms so our
customer’s are fully educated on the product they are buying. We always remind
our customers that it is important to keep in mind that any manufactured stone
merchandise is a product of nature. While markings,
veining, pitting, and fissures are common, they do not affect the quality
of the piece. These characteristics are what makes each piece of granite
unique, and make it a ‘natural product’.
-Should the customer truly believe that this is a
crack and not a fissure then as a business we must turn our attention to the
cause of a crack in the stone after the customer has had possession for nearly
six and ½ months. A crack in stone does not appear on its own and force or
mishandling of the product is generally the cause of a crack within this type
of product. This damage was not reported to us until just now after we
delivered the item in May of 2014. The address provided to the Revdex.com differs from
the original delivery address we brought the item to, therefore there is also a
chance that this product was moved by the consumer or a third party moving
company and should there be a crack in the product now, Bobs Discount Furniture
cannot take ownership for a damage that occurred beyond our control.
Overall we do believe this marking is a fissure and
not a crack and apologize to our customer that we have no recourse to offer
them relating to this concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There imust be some misunderstanding as to the furniture in my home. The present set I have does not require a third leg nor did it have one in the store when I picked it out. I have a picture and will attach for your observation. Also the original set I purchased was only in my home for a longer period of time because the color of the new set was one that had to be ordered. As with this set and with the last in both instances I was told that there was a manufacturers structural defect by your inspectors. They examined the sets extensively and I am sure that bobs does to some extent rely on the valuable knowledge of their inspectors.
I have visited multiple bobs stores in an attempt to find a living room set that I love on numerous occasions to no avail. I really did have high aspirations for my present set as it is a full leather set and a style that I like. As I said it is full leather and would like to replace it with the same. Bobs only has three full leather sets in their stores, none of which come close to my decor or taste. Keeping this set in my home, with its manufactures defect just leaves an avenue for something unpleasant to occur.
As for your offer to compensation, you did not state as to what the credit to [redacted] would consist of.
In light of this I am respectfully requesting a refund so that I may be able sit comfortably with guests in my own home.
Sincerely,
[redacted]
I will not recommend Bob's Discount Furniture to anyone. I bought a Pub kitchen set with faux leather. The chairs are leather and peeling. Tec. inspected the chairs and determined wear and tear. They will not honor the [redacted] gaurente. When I purchased the kitchen set they said the [redacted] gaurente is covered all around. I spoke with customer service and they said the damage is normal wear and tear they only cover the it if it was accidentally damage. I payed $766.00 for junk furniture. I bought the kitchen set a few years ago. Stay away from Bob,s Discount Furniture they sell cheep made furniture.
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]
face="Times New Roman">
Our offices and our retail location have been in
constant contact with this customer and their in-law family since this concern
was posted to Revdex.com. We are very sorry for any mistakes on our end that have
caused our customer to experience any disappointment. We will certainly
investigate the charge that our sales person provided false information further
and appreciate our customer reporting this as we do not condone this type of
behavior.
We have absolutely used every effort we could to try
and get this customer’s delivery added onto an existing route however we are
unable to physically accommodate this request at this time. Our records
indicate that we last spoke with the customer on 12.22.2015 and agreed on the
delivery date of 1.08.2015. Our records further state that we provided our
customer with a compensation offer that was agreed to for the failures they are
experiencing inconvenience from.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our apologies to [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause to she and her family. We assure Mrs. [redacted] that her property claim has
been correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As Mrs. [redacted]’ property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on Mrs. [redacted]’ behalf to our Delivery
Managers and the trucking company involved in this claim to please contact her
as soon as possible. Michael from the
depot has assured me he will reach out to the customer and discuss the check
that they are processing on her behalf.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Roman" size="3">
Good Morning Revdex.com,
Please pass on our apologies to the
customer though a damage that has emerged from an accident occurring cannot be
considered a manufacturing defect or the responsibility of the retailer who
supplied the product.
In reference to the customer information
this claimant has supplied the Revdex.com with I was unable to locate the delivery of
the rug the customer is associating with this concern.
No records came up when I searched phone
number.
No records came up when I searched name.
Under the address listed here I was able to
locate an account under [redacted] and this is actually an account I was
personally involved in ( and have notes stating I personally spoke with
Kimberly) to provide her with a courtesy exchange (where no defect was present)
on an ottoman in March of 2015.
In reference to the only rug I can locate
within [redacted]’s account:
We delivered a 5’3” x 7’6” rug (article# 940318)
on 12.06.2014
There was no extended protection purchased on this rug and outside
of the warranty and our written term of accountability to this product (on
2.27.2015) we agreed (as another courtesy) to replace the rug with an even
exchange for a concern of fraying ends.
On the date of this courtesy exchange (2.27.2015) our records
reflect that the new rug was smaller than the old rug so we gave the customer a
store credit to reselect (another courtesy). This deeply perplexes me as our
records show that we brought the same article number to the customer as what
they previously had in the home. Same size, same article number so it perplexes
me as to how that new rug could be different than the last in terms of size? My
best professional guess leads me to believe that the credit was given as yet
another courtesy in a continued extreme
effort to convey to the customer how much we truly care about her concerns.
This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on 3.20.2015 and there
is no other sale for a different rug attached or associated to this return
credit.
At this time I cannot even confirm the
purchase of the rug listed in this claim is from our business and the history
of this account overtly shows that we have clearly made several exceptions for
this individual already.
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning...
Revdex.com-
We are very sorry for the delays in processing the refund. We absolutely understand the level of
frustration this customer must be feeling.
We have confirmation that the check was sent to the customer via [redacted].
The [redacted] tracking number for this package is [redacted].
Again we are sorry that this customer was left waiting for the
refund for so long.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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.
Just as a clarification, I was calling for the goof proof protection when I called to have someone come out and take a look at it. If the person on the phone didn't understand that, I shouldn't be to blame. I specifically stated that I was calling to make a claim on my goof proof warranty for my sofa. I didn't say that what was wrong with the sofa was a defect in the product. I stated that it was an accident at the house, and that I wanted to have it repaired. No one told us to call guardian. Not when I called to state the problem, not when the tech came to the house, and not when my Father in Law was on the phone with the Customer Service Department.
We would like to take the credit for the merchandise. If you could please let us know how we would go about redeeming that.
Sincerely,
[redacted]
Good Morning Revdex.com-
We received this customer’s concern through another avenue. The concern has been addressed and this
customer is scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I attempted to call you at 1:39pm on June 1st however, there was no answer. I have researched your account and apologize that the dining table has failed to meet your quality expectations. I understand...
your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marble. You have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stone. Seeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the product. The [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this time. To avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warranties. If you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reported. The alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciated. Please let me know which option works best for you.Thanks[redacted]
mso-bidi-theme-font: minor-latin; mso-themecolor: text1'>Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause 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 these concerns.
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.
As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer. We want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our control. It is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival.
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. While we can request timeframes, 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 than expected.
The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot available. Per our records the automated system followed up with a timeframe of 2:00-6:00pm. Upon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pm. This customer was accommodated to the best of our ability and was the last stop on the truck’s run for 2.06.2015. We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customer. We apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot.
We currently have a delivery scheduled for the final item on 2.14.2015 to resolve the remaining delivery concern. We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures.
At this time we are looking forward to completely resolving this customer’s concern on 2.14.2015 and we apologize again that these concerns have taken up any of our customer’s valuable time.
Kind Regards, [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Roman" size="3">
I’m sorry to learn that you are experiencing any concern with your
products and the Goof Proof plan you purchased for them. Our records indicate that
on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for
you that took place on 9.15.2015. Our technician’s report indicates the
following conclusion from that service:
1212-1226pm
per tech Harrold -
swivel rocker – the left side facing and right side facing edge is
peeling along the edges, this is from the customer having chair too close to
the wall and its starting to peel cc/good no reparable
Sofa-the left side facing and right side facing seat cushion is
fading, able to touch it up mfg. /good and complete
Above
Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37
In regards to your dresser concern I ask that you
submit photos of the item via this Revdex.com channel and indicate what the “staining”
is actually from. Your Goof Proof Plan (as its name depicts) is designed to
cover most occurrences of one time accidental damage. With your photo
submission and report of what happened we may
be able to assist in disputing the denial you received from the [redacted]
company.
Kindest Regards,
Stephanie 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
Good Afternoon Revdex.com-
size="3">
We apologize to our customer for any disappointment they have
experienced while using their protection plan this dispute is in relation to a
claim for service through an entirely different business ([redacted]
Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported)and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
This claim was reported as “rings” on table top. The customer could not state how they occurred
or when. Due to this being multiple occurrences
and the customer have no idea of origins or timeframes the claim was correctly
denied.
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time only courtesy offer for exchange. The
customer should carefully review the [redacted] Warranty card attached and also
the [redacted] Plan sheet. For future
claims the customer may want to reach out to Bob’s before submitting claim so
we can help ensure the process will progress smoothly, as this is a one time
courtesy. Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it scheduled.
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.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 accept option #1 as my compensation and I appreciate the quick response. Thank you for acknowledging my complaints and acting accordingly.
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.
Thank you for standing behind your products.
Sincerely,
[redacted]
Good Evening Revdex.com,
size="3">
I attempted to reach out to this customer by telephone this
evening (9.17.2015) on the number she has posted. I was only able to leave a
voicemail in which I left my direct number for contact back at [redacted].
I am very troubled after reading about this customer’s experience
with us and have begun addressing the obvious coaching concerns presented here.
Please advise the customer I’d be happy to make sure her property claim gets
addressed appropriately and the compensation she’s been promised gets processed
to her accordingly.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
I
apologize that [redacted] found our offer for a further form of apology insufficient
and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she
choose to provide us with another chance in the future.
In regards
to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a
certain person’s credit card was used to pay for this purchase. The Bobs
Discount Furniture record that we have for this sales order is under [redacted]’s
full name and not [redacted]’s. My comment
was intended to explain an offer of electronically processing the gift card to “[redacted]’s
Account” as [redacted] is who we could consider the sole owner of this customer
number.
I am deeply
saddened to learn of the tragedy that [redacted] cites she has recently endured and
ask that you please pass on my personal sympathies to her during this time. I
assure [redacted] that it was never our intention to cause her more stress during
this sale and that we have taken the appropriate steps internally to rectify
the lack of care and empathy [redacted] stated she received while seeking
resolution for our failures.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Ms. [redacted],
Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize we were unable to accommodate your request for delivery after 3pm.
Our delivery is an all day service and whenever possible we make every attempt...
to honor specific delivery timeframe request. Our routing department is responsible for managing hundreds of deliveries everyday and while we understand the value and importance of everyone's time, we cannot accommodate each request. I apologize if you were assured that your delivery would occur after 3pm, but arrived hours earlier; Generally we can only request that a delivery be completed before or after noon time.
The delivery fee includes delivery and assembly of your current order, which we successfully completed, as well as any future merchandise replacements. We are unable to refund this charge however, I will inform store management of your concern with the sales associate.
Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we have caused.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
We apologize to our customer for the frustration and
disappointment they are experiencing from this concern.
We have reviewed the customer’s photos (2) with our Service
Technician Manager who has over 16 years of experience with our business. Our
technician’s are trained at factory level thoroughly to recognize a
manufacturing defect on multiple product types, their manager’s review of the
photo is an even higher level of consideration than a technician coming to the
customer’s residence. At this time we stand behind the original determination
of our Customer Care Supervisor ([redacted]) and are unable to offer further
recourse for this concern.
Regardless of the photo review there are also many other factors
to consider within this specific scenario and product type.
-Small fissures on stone product are considered a natural
characteristic of the merchandise. This is normal because it’s not a crack it’s
a vein that once carried minerals that was formed in the stone millions of
years ago. There are multitudes of public information available on a fissure
being a normal characteristic for stone products and many consumers’ do mistake
fissures for cracks.
-Bobs Discount Furniture provides product knowledge, such as
information about fissures in stone product in all of our showrooms so our
customer’s are fully educated on the product they are buying. We always remind
our customers that it is important to keep in mind that any manufactured stone
merchandise is a product of nature. While markings,
veining, pitting, and fissures are common, they do not affect the quality
of the piece. These characteristics are what makes each piece of granite
unique, and make it a ‘natural product’.
-Should the customer truly believe that this is a
crack and not a fissure then as a business we must turn our attention to the
cause of a crack in the stone after the customer has had possession for nearly
six and ½ months. A crack in stone does not appear on its own and force or
mishandling of the product is generally the cause of a crack within this type
of product. This damage was not reported to us until just now after we
delivered the item in May of 2014. The address provided to the Revdex.com differs from
the original delivery address we brought the item to, therefore there is also a
chance that this product was moved by the consumer or a third party moving
company and should there be a crack in the product now, Bobs Discount Furniture
cannot take ownership for a damage that occurred beyond our control.
Overall we do believe this marking is a fissure and
not a crack and apologize to our customer that we have no recourse to offer
them relating to this concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
There imust be some misunderstanding as to the furniture in my home. The present set I have does not require a third leg nor did it have one in the store when I picked it out. I have a picture and will attach for your observation. Also the original set I purchased was only in my home for a longer period of time because the color of the new set was one that had to be ordered. As with this set and with the last in both instances I was told that there was a manufacturers structural defect by your inspectors. They examined the sets extensively and I am sure that bobs does to some extent rely on the valuable knowledge of their inspectors.
I have visited multiple bobs stores in an attempt to find a living room set that I love on numerous occasions to no avail. I really did have high aspirations for my present set as it is a full leather set and a style that I like. As I said it is full leather and would like to replace it with the same. Bobs only has three full leather sets in their stores, none of which come close to my decor or taste. Keeping this set in my home, with its manufactures defect just leaves an avenue for something unpleasant to occur.
As for your offer to compensation, you did not state as to what the credit to [redacted] would consist of.
In light of this I am respectfully requesting a refund so that I may be able sit comfortably with guests in my own home.
Sincerely,
[redacted]
I will not recommend Bob's Discount Furniture to anyone. I bought a Pub kitchen set with faux leather. The chairs are leather and peeling. Tec. inspected the chairs and determined wear and tear. They will not honor the [redacted] gaurente. When I purchased the kitchen set they said the [redacted] gaurente is covered all around. I spoke with customer service and they said the damage is normal wear and tear they only cover the it if it was accidentally damage. I payed $766.00 for junk furniture. I bought the kitchen set a few years ago. Stay away from Bob,s Discount Furniture they sell cheep made furniture.
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]
Good Morning Revdex.com,
face="Times New Roman">
Our offices and our retail location have been in
constant contact with this customer and their in-law family since this concern
was posted to Revdex.com. We are very sorry for any mistakes on our end that have
caused our customer to experience any disappointment. We will certainly
investigate the charge that our sales person provided false information further
and appreciate our customer reporting this as we do not condone this type of
behavior.
We have absolutely used every effort we could to try
and get this customer’s delivery added onto an existing route however we are
unable to physically accommodate this request at this time. Our records
indicate that we last spoke with the customer on 12.22.2015 and agreed on the
delivery date of 1.08.2015. Our records further state that we provided our
customer with a compensation offer that was agreed to for the failures they are
experiencing inconvenience from.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause to she and her family. We assure Mrs. [redacted] that her property claim has
been correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As Mrs. [redacted]’ property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on Mrs. [redacted]’ behalf to our Delivery
Managers and the trucking company involved in this claim to please contact her
as soon as possible. Michael from the
depot has assured me he will reach out to the customer and discuss the check
that they are processing on her behalf.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison