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.
Sincerely,
[redacted]
size="3">
Please pass on our apologies to our customer for the unexpected
delay in the product’s shipping time and the refund processes a payment by
check follows within our expressed policies.
Our system indicates that this order was placed via phone so we
have already begun following up on the information this consumer cites to have been
communicated by the sales professional. Our inventory system will not allow for
merchandise to be held on any sales order that is not paid in full. As our
sales invoice discloses, merchandise can be canceled at any point in time prior
to the customer taking possession for a full refund therefore there must be a arrangement
in place that keeps purchasing and reserving fair for all consumers alike. It is highly unlikely that our sales
professional intentionally failed our customer and by all accounts we do
believe that the appropriate information on stock availability was communicated
during the initial conversation we held with our customer.
Stock depletes for many reasons unexpectedly including the receipt
of a faulty shipment from the vendor or a delay in the transit of the overseas
shipping container. We remain just as disappointed as our customer that we were
unable to provide the merchandise at the exact time expected.
As our records indicate that this order was placed by telephone, I
cannot be certain how the customer located the merchandise they selected. I
mention this because the processing time on the check refund falls in line with
the expressed policies via the sales invoice. The sales invoice is normally
provided to our customer at the time of sale within our store, however we also
disclose this process via our website for customers who are shopping or
browsing products online. I have included the link below and apologize again to
our customer for the wait time on the refund check as well as the disappointment
in merchandise availability.
[redacted]
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,I called and spoke with Mr. [redacted] on May 21, 2015 and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had available. Mr. [redacted] agreed to send the photos however, I have to receive them.If and when...
Mr. [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks[redacted]
size="3">
Please pass on our sincerest apologies
for the inconvenience this delivery experience caused our customer. We can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they are owed something additional after the completion of
their delivery.
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. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As we are a company with a core value of fairness we are unable to
offer apology amounts off of any individual’s time or factory fresh merchandise
that stands in good condition in the home. While it is not normal procedure to
so we do recognize that we have failed our customer and we are willing to make
an exception in this case to work above our normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize
again for the time that this concern has taken away from her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Hi [redacted],
face="Calibri">I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
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 October 2015 and at that time the customer purchased the option of [redacted] Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of 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.
[redacted] has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into [redacted] and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. [redacted] has set up for a
technician to come to the home to repair the damage from the urine.
Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and...
desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]
Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing...
her to return the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]
Revdex.com:
I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery. Unfortunately even with his efforts, Bob's can not deliver the hutch. We will be picking it up this week from the [redacted] store.
No effort was made from the original store, [redacted], just that they told us it was no longer available, especially the customer service person [redacted], very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"... Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] store... I would shop at his store anytime!
Thank you!
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 Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience this continues to cause the customer. We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for the furniture on 5.21.16. We do see that the manager has already gone
outside of normal policy and has refunded the customer’s delivery fee back to
the customer’s method of payment.
Bob’s does not manufacture furniture. We are a retailer only; as such we are at the
mercy of our vendors. We are told when
we will receive shipments and we plan our deliveries accordingly. If the vendor is late in shipping, or the
shipment is caught in customs we are not able to fulfill our obligations to our
customers. We are very sorry that this
customer is dealing with this issue. We
will authorize a gift card to be processed for 10% of the price of the Ritz
loveseat and chaise as an apology. This
will be final compensation and can be processed once the delivery has been
completed on 5.21.16.
Kind 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 satisfactory to me.
I would like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in 3 days!!! Pretty funny how fast they responded after you were involved, thanks again!!!
Sincerely,
[redacted]
Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike.
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount Furniture. This customer is demanding
that we make a special exception for them outside of all expressed and written
policies. As a business we are unable to overturn the choices made by a completely
separate business. We are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happiness. Please note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business.
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60).
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company.
With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it.
Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed.
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased.[redacted] ([redacted]is known as their parent company) is a third party
company and we have, for many years, experienced a vast amount of approved
claims through this third party company. Our customer’s are usually very happy
with the outcome of their reported claim and based on the price they paid for
the coverage our sales associates and sales managers would have no reason not
to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates what is covered by this protection plan and
further indicates that there are some exclusion(s) to the protection plan.
In this consumer’s specific case I have attached copies
of the sales flyers we had in rotation within our showrooms during the period
of time this customer purchased. The accidental portion of the plan, again not
honored by Bobs as indicated on these sheets as well as the customer’s sales
receipt, covers a large variety of staining occurrences for leather product.
Stains caused by “jeans” is not a coverable occurrence listed here and therefore
would not qualify for coverage under this protection plan. The ink stain is
listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan
(think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the
plan fair for all customers alike – this fact is also notated on both these flyers
for consumers knowledge.
Bobs Discount Furniture is able to offer recourse
relating to factory defects under this plan and we apologize that we do not
have the ability to overturn the choices or guidelines of a different company
when it comes to the coverage for accidents.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I purchased a bedroom set with cash before thanksgiving. The set was delivered two weeks later on December 5, 2015 30 minutes past the 4 hour wait time with the footboard missing. The reorder was delivered on December 9, 2015 with a promise of compensation for the footboard and assembly of the bed. Once the bed was assembled it was discovered that the bed slacks to hold the mattress was missing. Customer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December 22 2015. I asked for an earlier date with little positive response from this customer service person. I then asked the customer service person was it expected that I sleep on the floor for two weeks with no response. I asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep on. The customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, 2015 three days before her original order of the correct slacks. Again inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customer. I am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encountered. I have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a joke. I have also and will spread the word to avoid bobs furniture at all cost. After this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furniture. The customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, 2015 twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacks. I had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom set. Finally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furniture. I'm really expecting to be kissed when being bumped on my head with their sweet response.
Complaint: [redacted]
I am rejecting this response because:
This is absolutely lie. When I purchased the furniture that I just have to call and tell them there is a damage and they will come and fix. The sales person never explained how the plan works. In regards to the coffee table. We bought 2 of them. One was a floor model which didn't have the plan. The other did which when it was delivered to us was delivered damaged so how does that is a warranty claim. They need to get their facts straight and answer.
On Friday I was told a manager would call in 24 to 48 hours and no one called me until today. When I called back today they had all their story mixed up. Bob delivers broken product and then when I report it and specially tell them it is not to be processed as warranty claim they process it as such. I recommend having the call pulled and listen to it. All of them as to how [redacted] and Bob treats their customer and hang up on them.
I want my refund as I never used their plan which according to [redacted] was never there and even bob confirmed there was a mixup in the paperwork.
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
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 have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I contacted the company askin them for a copy of the recorded call and was told that they cannot release that to me. They informed me that it is strictly an internal use call only. I then asked for a transcript of the call of which I was told the same thing. While I don't totally reject their response, I do reject the fact that it is a he said she said argument since they cannot prove to me what was said or not said (per them) during this call. I am very distressed by the lack of customer service I received from them during this entire process and I have been the one to have to make the follow up calls even when they promised to follow up with me. I have been asking them all along where the console went so that I can purchase it back an I was given a dozen different stories as to where it ended up..
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasions. The first time was when they delivered the adjustable beds. I was not home and delivery team did not assemble them. I asked them to return and pick everything up, they never showed up. My son assembled the beds so My husband and I had something to sleep on. The motor on first one the then other base quit working. They switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke). That was when Ryan, Sales manager, called me back to return the entire purchase. Then he called back and would not return the mattresses.
At the time they offered to take the adjustable back (after four bases). I told them I wanted the full refund and this was not over.
I spoke with the [redacted] store manager, I asked him to credit the mattresses. From the beginning this has been a nightmare. I asked if I still get the 100 days to try out the mattresses. I was told, 60 days. This was confirmed by the salesman, Samm, with the clearance center Manager confirming. 60 days, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than 30 days.
Samm and I then went to main desk and Chris the "Store" Manager verify this 60 days. Chris then replied with the same 60 days, but you must keep them for a minimum of 30 days.
Now, Chris is saying they are not returnable because they where on clearance. Why would I have to keep them for a minimum of 30 days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund.
Sincerely,
[redacted]
Good Afternoon [redacted]
line-height: 15pt;">I am very sorry for the multiple issues you
have encountered. I can assure you that
this is not the typical Bob’s experience.
I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware. If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues. I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed. The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer.
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement.
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified.
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.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our apologies to our customer for the unexpected
delay in the product’s shipping time and the refund processes a payment by
check follows within our expressed policies.
Our system indicates that this order was placed via phone so we
have already begun following up on the information this consumer cites to have been
communicated by the sales professional. Our inventory system will not allow for
merchandise to be held on any sales order that is not paid in full. As our
sales invoice discloses, merchandise can be canceled at any point in time prior
to the customer taking possession for a full refund therefore there must be a arrangement
in place that keeps purchasing and reserving fair for all consumers alike. It is highly unlikely that our sales
professional intentionally failed our customer and by all accounts we do
believe that the appropriate information on stock availability was communicated
during the initial conversation we held with our customer.
Stock depletes for many reasons unexpectedly including the receipt
of a faulty shipment from the vendor or a delay in the transit of the overseas
shipping container. We remain just as disappointed as our customer that we were
unable to provide the merchandise at the exact time expected.
As our records indicate that this order was placed by telephone, I
cannot be certain how the customer located the merchandise they selected. I
mention this because the processing time on the check refund falls in line with
the expressed policies via the sales invoice. The sales invoice is normally
provided to our customer at the time of sale within our store, however we also
disclose this process via our website for customers who are shopping or
browsing products online. I have included the link below and apologize again to
our customer for the wait time on the refund check as well as the disappointment
in merchandise availability.
[redacted]
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,I called and spoke with Mr. [redacted] on May 21, 2015 and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had available. Mr. [redacted] agreed to send the photos however, I have to receive them.If and when...
Mr. [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks[redacted]
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies
for the inconvenience this delivery experience caused our customer. We can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they are owed something additional after the completion of
their delivery.
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. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As we are a company with a core value of fairness we are unable to
offer apology amounts off of any individual’s time or factory fresh merchandise
that stands in good condition in the home. While it is not normal procedure to
so we do recognize that we have failed our customer and we are willing to make
an exception in this case to work above our normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize
again for the time that this concern has taken away from her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Hi [redacted],
face="Calibri">I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
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 October 2015 and at that time the customer purchased the option of [redacted] Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of 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.
[redacted] has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into [redacted] and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. [redacted] has set up for a
technician to come to the home to repair the damage from the urine.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and...
desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]
Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing...
her to return the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]
Revdex.com:
I would like to thank the manager of the [redacted] store, [redacted] for all his effort in trying to help us with the Hutch and its delivery. Unfortunately even with his efforts, Bob's can not deliver the hutch. We will be picking it up this week from the [redacted] store.
No effort was made from the original store, [redacted], just that they told us it was no longer available, especially the customer service person [redacted], very unhelpful in this matter and said there was nothing they could do, and she said "you can just cancel your order"... Long story short I want to thank [redacted] for her help and especially [redacted] the manager of the [redacted] store... I would shop at his store anytime!
Thank you!
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 Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience this continues to cause the customer. We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for the furniture on 5.21.16. We do see that the manager has already gone
outside of normal policy and has refunded the customer’s delivery fee back to
the customer’s method of payment.
Bob’s does not manufacture furniture. We are a retailer only; as such we are at the
mercy of our vendors. We are told when
we will receive shipments and we plan our deliveries accordingly. If the vendor is late in shipping, or the
shipment is caught in customs we are not able to fulfill our obligations to our
customers. We are very sorry that this
customer is dealing with this issue. We
will authorize a gift card to be processed for 10% of the price of the Ritz
loveseat and chaise as an apology. This
will be final compensation and can be processed once the delivery has been
completed on 5.21.16.
Kind 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 satisfactory to me.
I would like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in 3 days!!! Pretty funny how fast they responded after you were involved, thanks again!!!
Sincerely,
[redacted]
Good...
Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
I have included a copy of the
terms and conditions associated with this protection plan, like any other
protection plan sold on electronics, automobiles, or home appliances there are
exclusions to coverage that every consumer must adhere to in order to keep all resolutions
fair for all consumers alike.
As per the documents provided and
expressed (whether written or verbally) the customer no longer has coverage for
any instances directly thru Bobs Discount Furniture. This customer is demanding
that we make a special exception for them outside of all expressed and written
policies. As a business we are unable to overturn the choices made by a completely
separate business. We are willing to make a one
time only courtesy offer for resolution because we care very genuinely for
our customer’s happiness. Please note this merchandise, having been in the home
for nearly three years is not eligible for resale and would need to be disposed
of by our business.
Offer for Resolution:
We will provide the customer with
70% store credit based on the price paid to us for the 82” Sofa and the 92”
Sofa (Credit = $ 558.60).
Once they have visited a showroom to make their reselection (within the next
two months) we will remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional courtesy we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not believe this response makes sense. This is no longer a delivery issue, and I am not sure why it is being addressed as such. As you write, "You entered into an agreement with us for a nightstand you selected from our showroom and a delivery of that product in good condition." I did, in fact, select the nightstand from your showroom in [redacted] and pay for it in full on that day. I agreed to a delivery date of July 8, 2014, for the delivery of all of my pieces in new condition. I do not understand what you mean by "good condition," since I was purchasing new pieces, not pieces that were used or in "good condition." While I paid in full for all of my pieces, including delivery and insurance, I expected that Bob's would uphold its part of the agreement, which was the delivery of all of my pieces in new condition. I did not expect, nor should I have expected, to give Bob's a blank check for numerous delivery attempts due to failure on the part of the company.
With respect to the nightstand in question, Bob's did not uphold its part of the agreement of delivery of the piece in new condition on July 8th. This failure occurred twice. I do not understand how it is possible that Bob's does not have a check in place to ensure the quality of a piece of furniture before it is put on a truck. I further do not understand how that check was not implemented at least for the second delivery attempt. Finally, three tries and two months later, I received a nightstand that could be classified as in new condition. However, it took time, effort, and unnecessary hassle on my part to finally receive the nightstand to be able to use it.
Again, I would like to reiterate my ask - considering Bob's failed twice to deliver a piece and did not show any understanding of my needs as a customer, I would like to be properly reimbursed.
Sincerely,
[redacted]
Good Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased.[redacted] ([redacted]is known as their parent company) is a third party
company and we have, for many years, experienced a vast amount of approved
claims through this third party company. Our customer’s are usually very happy
with the outcome of their reported claim and based on the price they paid for
the coverage our sales associates and sales managers would have no reason not
to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates what is covered by this protection plan and
further indicates that there are some exclusion(s) to the protection plan.
In this consumer’s specific case I have attached copies
of the sales flyers we had in rotation within our showrooms during the period
of time this customer purchased. The accidental portion of the plan, again not
honored by Bobs as indicated on these sheets as well as the customer’s sales
receipt, covers a large variety of staining occurrences for leather product.
Stains caused by “jeans” is not a coverable occurrence listed here and therefore
would not qualify for coverage under this protection plan. The ink stain is
listed as a coverable damage which is why the customer is being told by the [redacted] company that they can assist with this occurrence. Any protection plan
(think of those sold on electronics, automobiles, and home appliances) is subject to exclusions in order to keep the
plan fair for all customers alike – this fact is also notated on both these flyers
for consumers knowledge.
Bobs Discount Furniture is able to offer recourse
relating to factory defects under this plan and we apologize that we do not
have the ability to overturn the choices or guidelines of a different company
when it comes to the coverage for accidents.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I purchased a bedroom set with cash before thanksgiving. The set was delivered two weeks later on December 5, 2015 30 minutes past the 4 hour wait time with the footboard missing. The reorder was delivered on December 9, 2015 with a promise of compensation for the footboard and assembly of the bed. Once the bed was assembled it was discovered that the bed slacks to hold the mattress was missing. Customer service spoke with me with the delivery person present as unsympathetic as expected for another delivery with another promise of compensation of the headboard with slacks about two weeks on the date of my holiday vacation on December 22 2015. I asked for an earlier date with little positive response from this customer service person. I then asked the customer service person was it expected that I sleep on the floor for two weeks with no response. I asked could a emergency order for some type of temporary slack ( [redacted] or something) be placed and sent to my house so as we could have a bed to sleep on. The customer service person did not respond to this simple request and stated that she could place an emergency order for December 19, 2015 three days before her original order of the correct slacks. Again inconvenience for their stupidity for a simple fix purchasing wood boards at any hardware store for an inconvenience customer. I am a realtor and past customer service manager and Bobs furniture have the poorest service I have ever encountered. I have clients who have ordered furniture from bobs furniture for the upcoming weeks and I have warned all of them of the expectations of the bad service and customer service at bobs furniture customer service is a joke. I have also and will spread the word to avoid bobs furniture at all cost. After this current experience my wife and I reviewed bobs furniture Revdex.com review as we should have beforehand Reading the complaints and the sugar coated responses from their customer service and management team on the Revdex.com reviews we would have not shopped at bobs furniture. The customer service stated that my slacks replacement that comes with the headboard has to be order again and could be delivered when I return from my vacation on December 30, 2015 twenty days past my original date and thier expectations that we sleep with the mattress on the floor inside of the incomplete bed frame until delivery of the slacks. I had already donated my past bedroom furniture to charity a day before delivery with expectations that we would be sleeping comfortable in our new bedroom set. Finally resulting in being inconvenience for two deliveries and possible a third time of disrespect, time and money I express displeasure, dissatisfaction, being bamboozled, disheartening, disrespectful of Bobs furniture. I'm really expecting to be kissed when being bumped on my head with their sweet response.
Complaint: [redacted]
I am rejecting this response because:
This is absolutely lie. When I purchased the furniture that I just have to call and tell them there is a damage and they will come and fix. The sales person never explained how the plan works. In regards to the coffee table. We bought 2 of them. One was a floor model which didn't have the plan. The other did which when it was delivered to us was delivered damaged so how does that is a warranty claim. They need to get their facts straight and answer.
On Friday I was told a manager would call in 24 to 48 hours and no one called me until today. When I called back today they had all their story mixed up. Bob delivers broken product and then when I report it and specially tell them it is not to be processed as warranty claim they process it as such. I recommend having the call pulled and listen to it. All of them as to how [redacted] and Bob treats their customer and hang up on them.
I want my refund as I never used their plan which according to [redacted] was never there and even bob confirmed there was a mixup in the paperwork.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
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 have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I contacted the company askin them for a copy of the recorded call and was told that they cannot release that to me. They informed me that it is strictly an internal use call only. I then asked for a transcript of the call of which I was told the same thing. While I don't totally reject their response, I do reject the fact that it is a he said she said argument since they cannot prove to me what was said or not said (per them) during this call. I am very distressed by the lack of customer service I received from them during this entire process and I have been the one to have to make the follow up calls even when they promised to follow up with me. I have been asking them all along where the console went so that I can purchase it back an I was given a dozen different stories as to where it ended up..
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasions. The first time was when they delivered the adjustable beds. I was not home and delivery team did not assemble them. I asked them to return and pick everything up, they never showed up. My son assembled the beds so My husband and I had something to sleep on. The motor on first one the then other base quit working. They switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke). That was when Ryan, Sales manager, called me back to return the entire purchase. Then he called back and would not return the mattresses.
At the time they offered to take the adjustable back (after four bases). I told them I wanted the full refund and this was not over.
I spoke with the [redacted] store manager, I asked him to credit the mattresses. From the beginning this has been a nightmare. I asked if I still get the 100 days to try out the mattresses. I was told, 60 days. This was confirmed by the salesman, Samm, with the clearance center Manager confirming. 60 days, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than 30 days.
Samm and I then went to main desk and Chris the "Store" Manager verify this 60 days. Chris then replied with the same 60 days, but you must keep them for a minimum of 30 days.
Now, Chris is saying they are not returnable because they where on clearance. Why would I have to keep them for a minimum of 30 days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund.
Sincerely,
[redacted]
Good Afternoon [redacted]
line-height: 15pt;">I am very sorry for the multiple issues you
have encountered. I can assure you that
this is not the typical Bob’s experience.
I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware. If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues. I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed. The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer.
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement.
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison