Good Afternoon Revdex.com,
I apologize
to [redacted] that she did not find my first response helpful. As explained we are
unable to offer [redacted] a monetary refund on her table or resolution for the
customer caused damage concerns given the evidence present when the situation
is reviewed in its entirety. I felt offering an alternate option as a courtesy
would be kind as [redacted] alleges her sales experience (when the protection plan
was explained) was not up to the par we expect.
Our original
offer for resolution still stands.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the issue...
represented in this
claim. We had our technician to the customer’s
home 12.8.16. The technician confirmed
that these are not the correct leaves for the table. As each table has custom leaves specifically
for the table, we are not able to replace just the leaves. We have set up for the table top to be
replaced. We are currently out of stock
on this table. We are receiving new
stock on this set in January and have allocated a table for this customer. We apologize for the delay in replacing this
table.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.
This was completely wrong on my part.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Afternoon [redacted],
It
is very disturbing to learn that you were further disappointed after filing
your original concern, I do hope you were able to make it to your appointment
and I am happy to know that you also received a direct apology for the delay
with our delivery truck. By offering you a Bobs Discount Furniture gift card
our intention was to satisfy you and provide you with an actual item from our
showroom as an apology. We never meant to make you feel like you were being
forced to shop with us again. I can assure you this is not the normal way we
complete our business and we do have a vested interest in satisfying any
customer who has experienced disappointment on account of our failures. Please
keep the $200.00 gift card to use on a future purchase and I will honor your
request for a $100.00 refund as a further and final form of apology. The gift
card was processed on 2.24.2014 and I would expect to receive this in your regular
mail within the next 10-14 business days. If you’d like to use the credit
before then here is the gift card number as reflected in our system: [redacted].
I
sincerely hope that you view this response as a real effort to assist you with
your concerns and we would truly appreciate another opportunity to earn your
trust back in our business. I have left some directions below for you in
regards to getting your additional $100.00 refunded back to you.
-Anytime after 10am and before 9pm Dial ###-###-####.
-Press the number one (1) on your keypad when you hear Bobs voice.
-When the office person picks up explain that you are calling to
get a refund processed to your credit card and provide them this order number: [redacted].
-At that point they will take your credit card information from
you and complete the processing.
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Please pass on our apologies to the
customer for the concerns they have experienced with their furniture.
In regards to the living room furniture
we will agree to pick up the merchandise and issue a refund to the customer in
the amount of $1,191.03
(Current living room set, Goof Proof Plus, and taxes) after the merchandise
has been fully checked into our distribution center. The customer has had
several living room sets and experienced a combination of disappointments
stemming from normal wear and tear and manufacturing defects. We will work
above and beyond policy to meet the customer’s demand in the case of living
room product.
Please note: the refund will be
issued in the form of a check due to the fact that all payment methods used on
this account (credit cards) have long passed their expiration date. For
security reasons our system only allows a refund to be processed to the
original credit card number/ card used during the transaction. The “checking in”
of product will take an estimated 2-3 days after the scheduled pick up date and
as our sales invoice clearly indicates a check can take up to 16 days to fully
process back to the customer.
The customer can
contact our Customer Care Office (###-###-####) at their earliest convenience
to schedule the removal of the current Sofa, Chair, and Storage Ottoman.
In
reference to the dining room furniture – The customer was granted a reselection
on a previous set from 2014 as an extreme courtesy. At that time one of
the customer’s chairs had a rung that came off of the chair. We asked the
customer to pay $10.00 (+tax), because they were beyond the warranty period
associated with this chair, for a new part and the customer refused. Instead we
agreed to take back the entire set of dining room furniture and deliver
what the customer currently has. The current table in the home has extreme
signs of in home damage to it (please see the attached pictures). As a business we are unable to make any more courtesy
offers to the customer in relation to the dining room merchandise. We are happy
to offer service, parts, or replacement on the chairs under the terms and
conditions associated with the customer’s Goof Proof Plus Protection Plan.
Our technician reported to us that he attempted to offer service on these
chairs on 9.16.2015 and was told by the customer not to repair. The concern the
chairs are having is serviceable and we
guarantee the product thru the five year protection plan period.
If the customer still wants to refuse service
and would like to look into the option of using up their one time replacement (this
means fulfilling the protection plan purchased) they may submit photos of all
the chairs to the Revdex.com so that we can review the overall condition of the
merchandise. We will respond with what option for replacement is available
after this review. It is acceptable for any retailer to expect that the
merchandise will be kept in overall good condition prior to the initiation of a
warranty claim.
Kindest
Regards,
Stephanie
A. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I have dealt with Bob's before and they never replace anything. This is the second time.They are legally taking money from people and always find an excuse not to fix or replace the product. I will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a person. I have 4 pieces and the others have not broke. It seems to me that there was a problem with the one piece.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this piece was...
damaged after only a
few weeks in the home. We have reviewed
the photos our technician took on 12.9.16.
The damage is not consistent with the report of how the damage
occurred. The customer reported that
there was a seam separation of about four inches from moving the piece within
the home. The photos attached show the
decorative piping that goes over the seam is gone; there is a large hole in the
fabric and the padding underneath. This
appears to be damage from a pet chewing a hole in the arm.
This claim was denied by [redacted] as the customer reported
it as a seam separation which it clearly is not. Our technician reported that it is
unrepairable. There are no parts available
for this part of the piece.
We will offer a one time courtesy to this customer. Based on the manufacturer not having parts
available to replace the arm, we will offer this one time courtesy exchange of
the right arm facing chaise. Any future damage
claims, either accidental or manufacturing, will need to go through the actual [redacted]. The exchange has been
created; the customer would need to call in to schedule the exchange. We have attached photos of the piece and the [redacted] handout for review.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is missing items from the home and that the team running early inconvenienced
them, they certainly could have called into us to report they were not ready and
we would have instructed the team that they had to wait until the timeframe
given. We do see that the customer
reported to us on 7.11.16 that they were missing items from the 6.25.16
exchange. As this exchange was of a
bedroom dresser and mirror, it is feasible that the items might have been left
in the dresser at the time of the exchange.
Unfortunately, when merchandise is removed from the home it is
incinerated, we would not be able to retrieve it three weeks later. We would not be able to offer any recourse on
this complaint.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
DC
Allegedly, this complaint was resolved on 5/14/14 and I was to receive an expedited payment. It has been 2 weeks and I have yet to receive my money. I still don't understand why I should wait when I made the payment with CASH. I never heard of such a policy in all of my life.
I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there again. Friends I have told of this issue, won't use the store either because of this ludicrous policy. If you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Good Afternoon Revdex.com,
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]
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 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.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred that it may have been
the dog jumping on it. By [redacted]’s
guidelines this is not a verifiable accident.
It is a preventable incident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale). If this is damage along the seam we can offer
this customer a courtesy service and have one of our technicians come to the
home to see if they can close the opening.
If this customer can submit at least 2 photos of the damage, one close
up one a few feet away, we can determine if a tech can repair.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our deepest
apologies to our customer for any miscommunication that occurred to cause a
delay in their refund of $106.35. Our records indicate that we initially over
–refunded this remaining balance to the financing account used and the
financing company [redacted] credited it back to us at a later date. As
far as I can tell there is no dispute open on our end as we initially refunded
more to the financing account then was necessary, therefore no reason to
dispute anything.
At this time if the customer is
receiving a bill directly from [redacted] or has cashed any checks sent from
[redacted] that financial settlement remains between the consumer and [redacted] only.
We have created the necessary
paperwork to refund the $106.35 to the customer, as this was a cash payment the
customer can expect to receive a corporate check as outlined on their sales
receipt, within the next 16 days. For reference the refund credit order number
associated with this transaction is: 61534877.
We apologize again for any errors
on our end and consider this claim closed as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are so sorry that this customer has not
had this resolved. It is absolutely
unfair that the customer has had to go through so much to have a simple issue
corrected. I have reached out to our
parts department, to advise that either the manufacturer is sending the wrong
part, or we have the incorrect article number.
The parts supervisor has cherry picked the tracks to ensure they are the
correct length. They have been sent to
the customer via [redacted] Tracking [redacted]827. The parts were delivered this morning at
9:25am. We certainly hope that the
service technician is able to correct this customer’s issues.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the least they could do for me since I feel like I been robbed by Bob's Furniture and the "great" Goof Proof however I have just purchase a home and I would never ever make any purchase from them and I will never recommend any relatives neither friends. In this case the least they could do is return my money they have robbed from me. I highly recommend, and I have made purchases from [redacted] and they sell great quality and I have not had any problems.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.
When I contacted Bob's customer service regarding the additional amount for the protection plan, and told them they should have transferred the current plan to my replacement order, I was informed that the credit was issued through my protection plan. I am not understanding how this could be since I was told that the chairs were not covered under my protection plan when I originally called them. I was told that since the damage was not due to an accident they are not covered. I explained this to Bob's customer service and was told that there is a manufactures' warranty under the protection plan. when I called the protection plan back to confirm this I was told they were not aware of any such plan through their coverage.
At this point, I believe that Bob's needs to transfer my original protection plan purchased in 2014 to the replacement chairs and credit me back the $99.99 that they deducted from my store credit. If they cannot transfer the plan, then they should refund me the prorated amount from the $129.99 plan I purchased in 2014. It is unfair that I lose money due to a defect in the chairs from Bob's. In additional they informed me they are taking back the chairs that are damaged which I am sure they will in turn repair and resell at their clearance center.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in their set.
The customer’s merchandise is far past any warranty our
business communicated via the original sales invoice and while we stand behind
the quality of our product we do reserve the right to view the merchandise
before assessing what courtesy options may
be available for resolution.
Merchandise from any retailer is continually discontinued for several reasons
and most of these reasons have nothing to do with the item’s wear pattern. This
set was delivered over three years ago and in order to keep up with changing
trends and home fashion most of our sets have been changed within the past
three years.
Please ask the customer to submit photos of their
merchandise (to the Revdex.com) so we can assess the overall quality and condition of
the items, if there are no signs of use beyond normal wear and tear we will
respond with what courtesy options we may
have to offer for recourse.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We do apologize to our customer for the frustration that the
difference in lighting from our store to her home caused during the selection
of her product. I also apologize that the customer perceived that our retail
location was taking direct responsibility for this concern being their fault. I
believe that our store employees were applying empathy to the customer’s
situation and it is common (in any of our 54 stores and in our industry as a
whole) that the lighting in our showroom differs from that in any customer’s
home. As a business we cannot be held responsible for the difference in color
variations from showroom to environment as we do not have full knowledge of
what the customer’s environment looks/acts like. Some of our showrooms have
large windows that the furniture is displayed in front of where natural light
comes into play and some homes have no natural light in the room the furniture
will be kept in. The list of possible variations goes on and on based on time
of day, type of lighting fixture/bulb, demographic, and many other factors.
We did our customer a valid service by offering to take back
the merchandise that was delivered to her home.
Our records clearly indicate that we spoke with the customer’s daughter on
the original day of delivery and advised her that she could reject the
merchandise or accept it and reselect. The customer’s new delivery isn’t scheduled
to occur until 12.16.2014 therefore the customer does have full use of the set
she originally selected for several weeks on our dime. It is also important to
realize that when the merchandise currently in the home travels back to us on a
return trailer (which has old bedding and other returns from customer’s home’s
on it) it will most likely not be in sellable condition.
We certainly wouldn’t want to inconvenience the customer by
leaving them with no furniture to sit on so unless our drivers are instructed
to take the merchandise away it is always a benefit to the customer to leave
something behind for the use they were expecting to have fulfilled on that scheduled
day. Our drivers were not told to take the original set back on the truck with
them on 11.24.2014.
It is fair and adequate that we expect the customer to pay a
new delivery fee on the new merchandise she wanted delivered. We have a
recorded call (which I have listed the transcripts of below) that indicates the
customer was aware of this occurrence when we created the reselection paperwork
for her. Our company honors transparency as a core value and has always
maintained that delivery in itself is a separate service from the price of the
merchandise. This is an honest statement , we provide the lowest price possible
on our merchandise everyday and continue to offer all customers the option of
taking delivery or picking up their merchandise themselves. Should the
customer want a delivery it is not unreasonable by any means to expect that a
charge be incurred for this service. We are willing to take a loss on the
current merchandise in the customer’s home as a way of being gracious and courteous
to our consumer. We stand behind the new delivery fee being charged as a fair expectation
given all facts of this scenario.
Record of Call: 11/26/14 @ 1:32 PM
[redacted]- Agent:
“Now, there WILL be a new delivery fee on the [redacted] piece
that you’ll have coming into the home”
Customer:
“Okay”
Leana- Agent:
“um, because there is merchandise in the home now”
Customer:
“Okay”
Customer:
“So, they’re going to switch it out, like, they will bring that..”
[redacted]- Agent:
“Mmm hmmm. They will go ahead and pick it up, for the sofa and the actual
loveseat.
Customer:
“Alright”
Kind
regards,
[redacted]
[redacted]
Customer Care
Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in May 2012 and at that time the customer purchased the option of [redacted]
This warranty is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We do see that this customer previously was able to
successfully put in a claim in August 2013 for damage to the rails. That claim was accepted and the customer was
able to receive new rails in September.
We are sorry that the damage claims recently reported to
[redacted] we not accepted. We can not
force them to process a claim that does not meet their criteria.
No questioning the fact that we
have let our customer down here. I called our customer [redacted]) today and
apologized for the inconveniences we have caused her overall.
[redacted] has brought a serious
coaching concern to our attention as she believed she was scheduled to receive
her table base on 1.30.2016 when that was the date we would actually be
receiving a re-stocking shipment of this
table base from the vendor. I have assured [redacted] that we will address this
coaching concern internally and we now have our customer fully scheduled for
her table base even exchange on 2.06.2016.
Sincerely,
Stephanie. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used for...
the its intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]
[redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com,
I apologize
to [redacted] that she did not find my first response helpful. As explained we are
unable to offer [redacted] a monetary refund on her table or resolution for the
customer caused damage concerns given the evidence present when the situation
is reviewed in its entirety. I felt offering an alternate option as a courtesy
would be kind as [redacted] alleges her sales experience (when the protection plan
was explained) was not up to the par we expect.
Our original
offer for resolution still stands.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the issue...
represented in this
claim. We had our technician to the customer’s
home 12.8.16. The technician confirmed
that these are not the correct leaves for the table. As each table has custom leaves specifically
for the table, we are not able to replace just the leaves. We have set up for the table top to be
replaced. We are currently out of stock
on this table. We are receiving new
stock on this set in January and have allocated a table for this customer. We apologize for the delay in replacing this
table.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.
This was completely wrong on my part.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Afternoon [redacted],
It
is very disturbing to learn that you were further disappointed after filing
your original concern, I do hope you were able to make it to your appointment
and I am happy to know that you also received a direct apology for the delay
with our delivery truck. By offering you a Bobs Discount Furniture gift card
our intention was to satisfy you and provide you with an actual item from our
showroom as an apology. We never meant to make you feel like you were being
forced to shop with us again. I can assure you this is not the normal way we
complete our business and we do have a vested interest in satisfying any
customer who has experienced disappointment on account of our failures. Please
keep the $200.00 gift card to use on a future purchase and I will honor your
request for a $100.00 refund as a further and final form of apology. The gift
card was processed on 2.24.2014 and I would expect to receive this in your regular
mail within the next 10-14 business days. If you’d like to use the credit
before then here is the gift card number as reflected in our system: [redacted].
I
sincerely hope that you view this response as a real effort to assist you with
your concerns and we would truly appreciate another opportunity to earn your
trust back in our business. I have left some directions below for you in
regards to getting your additional $100.00 refunded back to you.
-Anytime after 10am and before 9pm Dial ###-###-####.
-Press the number one (1) on your keypad when you hear Bobs voice.
-When the office person picks up explain that you are calling to
get a refund processed to your credit card and provide them this order number: [redacted].
-At that point they will take your credit card information from
you and complete the processing.
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our apologies to the
customer for the concerns they have experienced with their furniture.
In regards to the living room furniture
we will agree to pick up the merchandise and issue a refund to the customer in
the amount of $1,191.03
(Current living room set, Goof Proof Plus, and taxes) after the merchandise
has been fully checked into our distribution center. The customer has had
several living room sets and experienced a combination of disappointments
stemming from normal wear and tear and manufacturing defects. We will work
above and beyond policy to meet the customer’s demand in the case of living
room product.
Please note: the refund will be
issued in the form of a check due to the fact that all payment methods used on
this account (credit cards) have long passed their expiration date. For
security reasons our system only allows a refund to be processed to the
original credit card number/ card used during the transaction. The “checking in”
of product will take an estimated 2-3 days after the scheduled pick up date and
as our sales invoice clearly indicates a check can take up to 16 days to fully
process back to the customer.
The customer can
contact our Customer Care Office (###-###-####) at their earliest convenience
to schedule the removal of the current Sofa, Chair, and Storage Ottoman.
In
reference to the dining room furniture – The customer was granted a reselection
on a previous set from 2014 as an extreme courtesy. At that time one of
the customer’s chairs had a rung that came off of the chair. We asked the
customer to pay $10.00 (+tax), because they were beyond the warranty period
associated with this chair, for a new part and the customer refused. Instead we
agreed to take back the entire set of dining room furniture and deliver
what the customer currently has. The current table in the home has extreme
signs of in home damage to it (please see the attached pictures). As a business we are unable to make any more courtesy
offers to the customer in relation to the dining room merchandise. We are happy
to offer service, parts, or replacement on the chairs under the terms and
conditions associated with the customer’s Goof Proof Plus Protection Plan.
Our technician reported to us that he attempted to offer service on these
chairs on 9.16.2015 and was told by the customer not to repair. The concern the
chairs are having is serviceable and we
guarantee the product thru the five year protection plan period.
If the customer still wants to refuse service
and would like to look into the option of using up their one time replacement (this
means fulfilling the protection plan purchased) they may submit photos of all
the chairs to the Revdex.com so that we can review the overall condition of the
merchandise. We will respond with what option for replacement is available
after this review. It is acceptable for any retailer to expect that the
merchandise will be kept in overall good condition prior to the initiation of a
warranty claim.
Kindest
Regards,
Stephanie
A. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I have dealt with Bob's before and they never replace anything. This is the second time.They are legally taking money from people and always find an excuse not to fix or replace the product. I will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a person. I have 4 pieces and the others have not broke. It seems to me that there was a problem with the one piece.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this piece was...
damaged after only a
few weeks in the home. We have reviewed
the photos our technician took on 12.9.16.
The damage is not consistent with the report of how the damage
occurred. The customer reported that
there was a seam separation of about four inches from moving the piece within
the home. The photos attached show the
decorative piping that goes over the seam is gone; there is a large hole in the
fabric and the padding underneath. This
appears to be damage from a pet chewing a hole in the arm.
This claim was denied by [redacted] as the customer reported
it as a seam separation which it clearly is not. Our technician reported that it is
unrepairable. There are no parts available
for this part of the piece.
We will offer a one time courtesy to this customer. Based on the manufacturer not having parts
available to replace the arm, we will offer this one time courtesy exchange of
the right arm facing chaise. Any future damage
claims, either accidental or manufacturing, will need to go through the actual [redacted]. The exchange has been
created; the customer would need to call in to schedule the exchange. We have attached photos of the piece and the [redacted] handout for review.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is missing items from the home and that the team running early inconvenienced
them, they certainly could have called into us to report they were not ready and
we would have instructed the team that they had to wait until the timeframe
given. We do see that the customer
reported to us on 7.11.16 that they were missing items from the 6.25.16
exchange. As this exchange was of a
bedroom dresser and mirror, it is feasible that the items might have been left
in the dresser at the time of the exchange.
Unfortunately, when merchandise is removed from the home it is
incinerated, we would not be able to retrieve it three weeks later. We would not be able to offer any recourse on
this complaint.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
DC
Allegedly, this complaint was resolved on 5/14/14 and I was to receive an expedited payment. It has been 2 weeks and I have yet to receive my money. I still don't understand why I should wait when I made the payment with CASH. I never heard of such a policy in all of my life.
I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there again. Friends I have told of this issue, won't use the store either because of this ludicrous policy. If you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Good Afternoon Revdex.com,
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]
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 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.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred that it may have been
the dog jumping on it. By [redacted]’s
guidelines this is not a verifiable accident.
It is a preventable incident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale). If this is damage along the seam we can offer
this customer a courtesy service and have one of our technicians come to the
home to see if they can close the opening.
If this customer can submit at least 2 photos of the damage, one close
up one a few feet away, we can determine if a tech can repair.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our deepest
apologies to our customer for any miscommunication that occurred to cause a
delay in their refund of $106.35. Our records indicate that we initially over
–refunded this remaining balance to the financing account used and the
financing company [redacted] credited it back to us at a later date. As
far as I can tell there is no dispute open on our end as we initially refunded
more to the financing account then was necessary, therefore no reason to
dispute anything.
At this time if the customer is
receiving a bill directly from [redacted] or has cashed any checks sent from
[redacted] that financial settlement remains between the consumer and [redacted] only.
We have created the necessary
paperwork to refund the $106.35 to the customer, as this was a cash payment the
customer can expect to receive a corporate check as outlined on their sales
receipt, within the next 16 days. For reference the refund credit order number
associated with this transaction is: 61534877.
We apologize again for any errors
on our end and consider this claim closed as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are so sorry that this customer has not
had this resolved. It is absolutely
unfair that the customer has had to go through so much to have a simple issue
corrected. I have reached out to our
parts department, to advise that either the manufacturer is sending the wrong
part, or we have the incorrect article number.
The parts supervisor has cherry picked the tracks to ensure they are the
correct length. They have been sent to
the customer via [redacted] Tracking [redacted]827. The parts were delivered this morning at
9:25am. We certainly hope that the
service technician is able to correct this customer’s issues.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the least they could do for me since I feel like I been robbed by Bob's Furniture and the "great" Goof Proof however I have just purchase a home and I would never ever make any purchase from them and I will never recommend any relatives neither friends. In this case the least they could do is return my money they have robbed from me. I highly recommend, and I have made purchases from [redacted] and they sell great quality and I have not had any problems.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.
When I contacted Bob's customer service regarding the additional amount for the protection plan, and told them they should have transferred the current plan to my replacement order, I was informed that the credit was issued through my protection plan. I am not understanding how this could be since I was told that the chairs were not covered under my protection plan when I originally called them. I was told that since the damage was not due to an accident they are not covered. I explained this to Bob's customer service and was told that there is a manufactures' warranty under the protection plan. when I called the protection plan back to confirm this I was told they were not aware of any such plan through their coverage.
At this point, I believe that Bob's needs to transfer my original protection plan purchased in 2014 to the replacement chairs and credit me back the $99.99 that they deducted from my store credit. If they cannot transfer the plan, then they should refund me the prorated amount from the $129.99 plan I purchased in 2014. It is unfair that I lose money due to a defect in the chairs from Bob's. In additional they informed me they are taking back the chairs that are damaged which I am sure they will in turn repair and resell at their clearance center.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the customer’s disappointment
in their set.
The customer’s merchandise is far past any warranty our
business communicated via the original sales invoice and while we stand behind
the quality of our product we do reserve the right to view the merchandise
before assessing what courtesy options may
be available for resolution.
Merchandise from any retailer is continually discontinued for several reasons
and most of these reasons have nothing to do with the item’s wear pattern. This
set was delivered over three years ago and in order to keep up with changing
trends and home fashion most of our sets have been changed within the past
three years.
Please ask the customer to submit photos of their
merchandise (to the Revdex.com) so we can assess the overall quality and condition of
the items, if there are no signs of use beyond normal wear and tear we will
respond with what courtesy options we may
have to offer for recourse.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">We do apologize to our customer for the frustration that the
difference in lighting from our store to her home caused during the selection
of her product. I also apologize that the customer perceived that our retail
location was taking direct responsibility for this concern being their fault. I
believe that our store employees were applying empathy to the customer’s
situation and it is common (in any of our 54 stores and in our industry as a
whole) that the lighting in our showroom differs from that in any customer’s
home. As a business we cannot be held responsible for the difference in color
variations from showroom to environment as we do not have full knowledge of
what the customer’s environment looks/acts like. Some of our showrooms have
large windows that the furniture is displayed in front of where natural light
comes into play and some homes have no natural light in the room the furniture
will be kept in. The list of possible variations goes on and on based on time
of day, type of lighting fixture/bulb, demographic, and many other factors.
We did our customer a valid service by offering to take back
the merchandise that was delivered to her home.
Our records clearly indicate that we spoke with the customer’s daughter on
the original day of delivery and advised her that she could reject the
merchandise or accept it and reselect. The customer’s new delivery isn’t scheduled
to occur until 12.16.2014 therefore the customer does have full use of the set
she originally selected for several weeks on our dime. It is also important to
realize that when the merchandise currently in the home travels back to us on a
return trailer (which has old bedding and other returns from customer’s home’s
on it) it will most likely not be in sellable condition.
We certainly wouldn’t want to inconvenience the customer by
leaving them with no furniture to sit on so unless our drivers are instructed
to take the merchandise away it is always a benefit to the customer to leave
something behind for the use they were expecting to have fulfilled on that scheduled
day. Our drivers were not told to take the original set back on the truck with
them on 11.24.2014.
It is fair and adequate that we expect the customer to pay a
new delivery fee on the new merchandise she wanted delivered. We have a
recorded call (which I have listed the transcripts of below) that indicates the
customer was aware of this occurrence when we created the reselection paperwork
for her. Our company honors transparency as a core value and has always
maintained that delivery in itself is a separate service from the price of the
merchandise. This is an honest statement , we provide the lowest price possible
on our merchandise everyday and continue to offer all customers the option of
taking delivery or picking up their merchandise themselves. Should the
customer want a delivery it is not unreasonable by any means to expect that a
charge be incurred for this service. We are willing to take a loss on the
current merchandise in the customer’s home as a way of being gracious and courteous
to our consumer. We stand behind the new delivery fee being charged as a fair expectation
given all facts of this scenario.
Record of Call: 11/26/14 @ 1:32 PM
[redacted]- Agent:
“Now, there WILL be a new delivery fee on the [redacted] piece
that you’ll have coming into the home”
Customer:
“Okay”
Leana- Agent:
“um, because there is merchandise in the home now”
Customer:
“Okay”
Customer:
“So, they’re going to switch it out, like, they will bring that..”
[redacted]- Agent:
“Mmm hmmm. They will go ahead and pick it up, for the sofa and the actual
loveseat.
Customer:
“Alright”
Kind
regards,
[redacted]
[redacted]
Customer Care
Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in May 2012 and at that time the customer purchased the option of [redacted]
This warranty is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We do see that this customer previously was able to
successfully put in a claim in August 2013 for damage to the rails. That claim was accepted and the customer was
able to receive new rails in September.
We are sorry that the damage claims recently reported to
[redacted] we not accepted. We can not
force them to process a claim that does not meet their criteria.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,...
No questioning the fact that we
have let our customer down here. I called our customer [redacted]) today and
apologized for the inconveniences we have caused her overall.
[redacted] has brought a serious
coaching concern to our attention as she believed she was scheduled to receive
her table base on 1.30.2016 when that was the date we would actually be
receiving a re-stocking shipment of this
table base from the vendor. I have assured [redacted] that we will address this
coaching concern internally and we now have our customer fully scheduled for
her table base even exchange on 2.06.2016.
Sincerely,
Stephanie. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used for...
the its intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]
Good Afternoon...
[redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison