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
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]
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.
Good Afternoon Revdex.com,
Please apologize to Denise on my behalf that my first
response was unacceptable. I understand clearly where our customer’s concerns
are coming from and where the damages are located. I assure our customer that
Bobs Discount Furniture prides itself on being able to offer our customers the
best quality merchandise for the lowest price point possible.
We stand behind our technician’s abilities and the extensive
training they have received to be able to determine when damage is the result
of a factory defect or normal wear and tear. This type of damage could be
present or have originated for several reasons however the fact remains that
this damage is not the result of a factory defect or accidental occurrence and
therefore not covered under the warranty our customer purchased.
As a courtesy and because we do care about our customers
very much we can offer our customer an option for resolution that balances both
our needs as a business and our customer’s needs.
We can offer to provide our customer with an 80% store
credit based on the original price she paid for the four pieces and the storage
ottoman. If the customer wants to accept this option we will agree to cover the
cost of removing the current items in her home and delivering the new items she
selects with this store credit.
Please let me know if our customer is accepting of this
option as I genuinely do want to help solve her concerns.
Kind Regards,
[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
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer on 01/29/2014 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on this sleeper sofa mattress. We are not able to remove
the moldy mattress from the home but will provide the customer with the funds
to get a new replacement mattress via our showroom. Should the customer select
another Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of
mold that may occur due to the environment this memory foam mattress
resides within.
The store credit number associated with this resolution is: [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry that the...
exchange was not completed
for this customer on the scheduled date of 10.28.16. We see that the customer had recently moved
and the exchange was created under the original delivery address. This has been approved to be refunded, once
the pickup is completed. The customer
should reach out to customer care to schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
Complaint: [redacted]
I am rejecting this response because:
I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few days. Nearly 10 days later I have received no such follow up as promised. It seems as though bobs cannot get on the same page as one response different from the next. I have allowed for ample time to at least be followed up with. At this point, I'd like that pick up be arranged and I will chose a different sofa. Because this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchase. This sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the start. If I do not receive communication within 48 hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employees. This experience has been just as atrocious as the furniture itself. As stated previously, bobs has had more than ample time to implement a resolution of some sort. This game of bait and switch will be reported.
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.
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]
Complaint: [redacted]
I am rejecting this response because:
The business was totally incompetent not once, twice or three times...but four. A gift card for 50.00 when nothing there cost that much. Also I find it insulting due to a gift card suggest that I have to shop at Bob's again. Lesson learned I will NEVER shop there or recommend their store to anyone ever.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">I have researched this account and reviewed the claim/photos
of these items as submitted to [redacted].
Please pass on our apologies to the customer for the disappointment
she has experienced with the [redacted] company. As we are a separate organization
all together I have reached out to our customer via telephone today (9.25.2015)
and left her a message with my direct phone number for contact back
(###-###-####). I would like to discuss the option we have available for
resolution directly with our customer and look forward to speaking with her
when she able to return my call.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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]
Good Afternoon Revdex.com,
0pt; tab-stops: 334.5pt;">We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
Good Morning Mr. or Mrs. [redacted],
face="Times New Roman" size="3">
I am very
sorry for the disappointment you are experiencing with your bonded leather set.
I assure you that Bobs Discount Furniture cares very much to satisfy all our
customers and we stand behind the quality of our products including the
comprehensive protection plan we offer. In 2011 the protection plan you
purchased and coverage your merchandise maintains is honored and managed by a
company called Guardian. This information was disclosed on documentations
provided to you at the time of sale, Guardian is an excellent company who is
also Revdex.com accredited. While we are partnered with this company to offer this
plan we are unable to force them into honoring any individual’s claim for
damage.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over
time is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for nearly four years and in
that nearly four year period our records indicate that you have not reported
any issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[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
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]
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 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]
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
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]
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.
Good Afternoon Revdex.com,
Please apologize to Denise on my behalf that my first
response was unacceptable. I understand clearly where our customer’s concerns
are coming from and where the damages are located. I assure our customer that
Bobs Discount Furniture prides itself on being able to offer our customers the
best quality merchandise for the lowest price point possible.
We stand behind our technician’s abilities and the extensive
training they have received to be able to determine when damage is the result
of a factory defect or normal wear and tear. This type of damage could be
present or have originated for several reasons however the fact remains that
this damage is not the result of a factory defect or accidental occurrence and
therefore not covered under the warranty our customer purchased.
As a courtesy and because we do care about our customers
very much we can offer our customer an option for resolution that balances both
our needs as a business and our customer’s needs.
We can offer to provide our customer with an 80% store
credit based on the original price she paid for the four pieces and the storage
ottoman. If the customer wants to accept this option we will agree to cover the
cost of removing the current items in her home and delivering the new items she
selects with this store credit.
Please let me know if our customer is accepting of this
option as I genuinely do want to help solve her concerns.
Kind Regards,
[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
Good Morning Revdex.com,
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer on 01/29/2014 and we have not received any report of concern until
this report. There are several reasons to how or why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on this sleeper sofa mattress. We are not able to remove
the moldy mattress from the home but will provide the customer with the funds
to get a new replacement mattress via our showroom. Should the customer select
another Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of
mold that may occur due to the environment this memory foam mattress
resides within.
The store credit number associated with this resolution is: [redacted].
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are sincerely sorry that the...
exchange was not completed
for this customer on the scheduled date of 10.28.16. We see that the customer had recently moved
and the exchange was created under the original delivery address. This has been approved to be refunded, once
the pickup is completed. The customer
should reach out to customer care to schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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
Complaint: [redacted]
I am rejecting this response because:
I rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few days. Nearly 10 days later I have received no such follow up as promised. It seems as though bobs cannot get on the same page as one response different from the next. I have allowed for ample time to at least be followed up with. At this point, I'd like that pick up be arranged and I will chose a different sofa. Because this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchase. This sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the start. If I do not receive communication within 48 hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employees. This experience has been just as atrocious as the furniture itself. As stated previously, bobs has had more than ample time to implement a resolution of some sort. This game of bait and switch will be reported.
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.
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]
Complaint: [redacted]
I am rejecting this response because:
The business was totally incompetent not once, twice or three times...but four. A gift card for 50.00 when nothing there cost that much. Also I find it insulting due to a gift card suggest that I have to shop at Bob's again. Lesson learned I will NEVER shop there or recommend their store to anyone ever.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">I have researched this account and reviewed the claim/photos
of these items as submitted to [redacted].
Please pass on our apologies to the customer for the disappointment
she has experienced with the [redacted] company. As we are a separate organization
all together I have reached out to our customer via telephone today (9.25.2015)
and left her a message with my direct phone number for contact back
(###-###-####). I would like to discuss the option we have available for
resolution directly with our customer and look forward to speaking with her
when she able to return my call.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
New Roman" size="3">
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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]
Good Afternoon Revdex.com,
0pt; tab-stops: 334.5pt;">We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity of our factory trained technicians.
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
-OR -
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
Kindest Regards, ...⇄
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Mr. or Mrs. [redacted],
face="Times New Roman" size="3">
I am very
sorry for the disappointment you are experiencing with your bonded leather set.
I assure you that Bobs Discount Furniture cares very much to satisfy all our
customers and we stand behind the quality of our products including the
comprehensive protection plan we offer. In 2011 the protection plan you
purchased and coverage your merchandise maintains is honored and managed by a
company called Guardian. This information was disclosed on documentations
provided to you at the time of sale, Guardian is an excellent company who is
also Revdex.com accredited. While we are partnered with this company to offer this
plan we are unable to force them into honoring any individual’s claim for
damage.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over
time is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for nearly four years and in
that nearly four year period our records indicate that you have not reported
any issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[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
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]
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 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]