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
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our...
return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our service and refund policies.
For power beds it is necessary for the function of the bed, to have the
mattress overhang the foundation when the bed is flat. When you raise the head and the foot of the
bed the overhand significantly disappears.
If the pieces lined up in the flat position, when you raise the head, it
would be too narrow. We certainly
apologize if the customer was given misinformation on this. Our floor models and our website both clearly
depict this overhang. Please see
attached photos.
If this customer disputes this further they can submit
photos directly to the Revdex.com mediation service.
We would not be offering any recourse on a bed that is up to
manufacturing standards. I see we had
set up a tech to go to the home on 3/29/16 and unfortunately the customer
advised they were looking for an exchange, not a service. If the service tech had been allowed to see
the bed and take photos, he would have been able to advise if there were any
errors in this bed order.
Please pass on our sincere apology to this customer for
the conduct of the delivery team in the home.
We do expect our teams to conduct themselves in a professional manner
when in a customer’s home. We do not
expect that they will cause damage to a customer’s property. The property claim has been submitted and the
depot will be following up with the customer directly. [redacted] out of Billerica will be contacting the
customer to address these concerns.
We can certainly offer to compensate this customer for
all of the inconveniences and miscommunications that have transpired. Once the issue with the bed has been settled
we can review the account and advise the customer on what we are able to
offer.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
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
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.
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]
[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
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
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
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
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
Afternoon [redacted]
I sincerely apologize for the
inconvenience the availability of your part order has caused you. I can
understand your frustration. I truly wish we could have gotten this
merchandise to you sooner.
Parts are ordered directly from
the vendor, they are not something we keep in stock. This particular vendor does have an estimated
ship time of 42 days. As we do not
manufacture merchandise ourselves, we are forced to rely on our vendors to ship
parts when necessary. I am not aware why
the vendor has been delayed in shipping this part out. I see the part was paid for at the end of
January. You should have received it
middle to late March under those guidelines.
Due to the extreme delay in the
part purchase, I am refunding half of the price of the part to your [redacted]
account. Please see attached the copy of
the refund that I processed.
Also the part is being shipped
directly to you from the manufacturer.
They have provided us with the [redacted] tracking number of [redacted]
for your records.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect. If there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
115%; font-family: "Verdana","sans-serif"; font-size: 10pt;">Deborah,
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
We will be cutting the check this week and due to the escalated
circumstance this will be sent out via FedEX.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their purchase experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Rowan to rectify the
situation and reach a satisfactory outcome.
We do want to advise that the sales order that the customer signed at point of purchase
does clearly state that we can provide service under the warranty while the
merchandise is in the service area.
Moving the merchandise outside of service are does nullify the
manufacturing warranty. The damages
reported are not manufacturing defects.
Scratches, dents and scuffs are what we would define as delivery or installation
damages. As this customer picked up the
merchandise and transported it over a thousand miles, we would not be able to
take responsibility for these damages.
Under these circumstances the offer that Rowan made is
very generous and outside of normal policy.
This offer was made as a courtesy to try to make this right for this
customer.
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 Afternoon Revdex.com,
We apologize to this customer for the delay in having
the set delivered. I see in the account
the set was paid off 2/17/16 and at that time the store sent an addon request
to ask the delivery be scheduled for 2/27/16.
This route was already full, so the store sent a request to have this
customer added to an existing route. There
may have been miscommunication there, it should have been clearly explained
that it was a request; the customer was never scheduled for 2/27/16 as the
route was full I believe the store felt that the addon would be accepted and
the customer would have no further issues.
Then we called the customer to advise we were unable to addon to this
route, as it would have put the team over Department of Transportation
regulated hours. There was no issue with
merchandise availability; there was an issue with the date requested for the
delivery. The store then tried again to
have it added to the route for 2/27/16, it was again declined for the same
reason. They should have again clearly
stated to the customer that this is only a request. We do these requests often as customers do
reschedule deliveries, and spots open up on set routes.
I do see at this time the customer is scheduled for
3/2/16 as the first delivery of the day.
We certainly understand how frustrating this experience
must be for the customer. We are
customer’s, when not at work, as well and would not appreciate any business
wasting our time or making us feel ignored, or unacknowledged.
I would like to offer to compensate this customer for
the aggravation we have caused. I would
like to offer the customer a gift card in the amount of $100. We have some wonderful take with items in
every store. We have a large selection
of lamps, statues, wall hangings and other accessories.
I understand the added frustration that this is for a
child. I can imagine that there was anticipation
and excitement for this delivery. I hope
that being able to go in and shop with this gift card will alleviate some of
that disappointment.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home...
furnishing needs. I apologize for the merchandise issues and part order delay. I attempted to research your account using the identifying information in your Revdex.com complaint however, I was unsuccessful locating your order. Please forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
I am not agreeing to allow you to pick up the bedframe before I have the refund and can get a new bedframe delivered. I did not agree to this on the phone and it is not satisfactory. Once I have the refund and have been able to get a new bed, you can pick up the old one. Anything else is unreasonable at this stage.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the inconvenience they have experienced during the delivery of their living room
purchase with us. The customer’s
original sofa was fully inspected by a factory trained professional and our
professional deemed that there was no defect present. Our technician’s report indicated
that when the sofa was in the reclined position on the right side facing the
very small (1.5 inch) gap was normal for the product and its expected wear
pattern for years to come.
Although our technician found no factory defect present we
went the extra mile for our customer and approved exchanging the sofa as a
courtesy. Due to the fact that we communicated, and fully inspected for the
customer previously that their concern was not a defect, the factory fresh exchange
model came out built the same way and continued to cause this customer a preference
concern. This exchange delivery took place on 4.08.2015.
The customer’s sale invoice (which is commonly signed and
agreed to by the purchaser at the time of sale) clearly denotes that we are
unable to offer a return on purchases already delivered into the home. This
document goes on to further indicate that if there is a defect in the product
that cannot be serviced we will replace that product for the customer. As a
business we have already worked above and beyond all policies indicated and
agreed to in an extreme effort to please this individual directly.
As of right now our records indicate that the customer has
agreed to the option we presented on 4.08.2015 for a return for store credit.
On top of that option being offered as another
extreme courtesy (since we did not fail our customer and the merchandise is
in factory fresh condition) we have refunded the charges the customer made to
the financing account for the purchase of insurance (Goof Proof Plus) and
offered to cover the cost of delivering the customer’s newly selected
merchandise (this delivery fee coverage offers the consumer an additional
savings of $100-200).
We are confident that we have another product that will suit
this customer’s preferences available in our extensive sales floor line up,
should the customer wish to select a different furniture item (other than
living room) that is also entirely acceptable. As a retailer the option that we
have in place benefits our customer before our business overall and is the most
fair and adequate offer for resolution moving forward.
This is a
duplicate complaint to CLAIM# [redacted]. The customer’s information reflects the
same within our system. We responded to CLAIM# [redacted] on 9.25.2014 and have
not received a rebuttal from the consumer to date. Please see our response to
CLAIM# [redacted] (below) as it remains the same for this duplication:
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies for the
disappointment our customer is experiencing with the product she selected. I
assure our customer that we have been addressing this concern to the best of
our ability since we were made aware of it. While this furniture was bought at
a Bobs Discount Furniture location and Bobs has been offering the customer
service on this product we have not collected direct revenue from [redacted] because
she entered into a ‘leasing agreement’ with a third party company named
‘Acceptance Now’. This customer is currently paying a monthly fee to the
‘Acceptance Now’ company to lease this product. This is clearly stated on the
paperwork Wanda signed at the time of sale along with the specific number of
payments [redacted] will have to make in order to fully own this product. Bobs
Discount Furniture is not permitted to make offers of credit to ‘Acceptance
Now’ customers unless there is a manufacturing defect present within their
merchandise. We have been out to [redacted] residence several times and have not
been able to properly inspect her bed to determine if a defect is even present.
I am honestly very perplexed by the nature
in which this complaint has been filed with and I have listed the history our
records indicate (below) for your review. I believe just listing this history
will address many of the customer’s statements however it also presents a few
questions that I request you pass along to our customer. Due to the nature of
this complaint and the overall history with the last month feel it pertinent
that all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer told
us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had previously been used for 9 months with no report of
concern.
First visit to customer’s residence (the
next day): 8.26.2014:
Our technician reported that there was no apartment number listed on his
paperwork. The technician called us and said that he knocked on all three doors
within the building and only the folks on the third floor came to the door
stating they were not expecting a service. We then called the number that was
placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If this is the day where you are stating that you
saw our technician’s vehicle, the dog was barking, and he was coming from the
third floor why did you not flag him down and explain that you were the person
expecting service or answer the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service –
9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question for the customer: Should we be updating the phone number you have
listed on this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from
our Customer Care Office to reschedule service appointment as we had not heard
back from her: Our
records indicate that this call was made at 8:09pm to (###-###-####) and
someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer
from our Customer Care Office to reschedule service appointment as we had not
heard back from her:
Our records indicate that this call was made at 2:25pm to (###-###-####) and we
left a message on the machine for the customer asking for her to call us back
and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014 & 8.27.2014. We scheduled another service visit (with customer on
the phone) to her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service –
9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or mattress.
A technician cannot correctly reassemble a queen size bed on his own, which is
why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of
determining if there is a factory defect within the bed or an issue with the
way we assembled it unless it is in the same condition as we left it on
11.07.2013. There is also no way to correctly measure if a mattress is sagging
or is defective unless that mattress is receiving the proper support of a bed
frame. Please also let it be known that this customer never disclosed in any
previous conversations with us that the bed was not assembled nor was she
instructed by us to disassemble her bed. As we had not been permitted inside
the residence, other than the initial assembly of the bed in Nov. of 2013, we
have no idea how long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later
that same day):
At approximately 6:50pm the customer called and reported to us ‘Bed rails are
very loose and wobbly’. Again we scheduled another service appointment with the
customer. This service is scheduled to occur on 9.27.2014 (this Saturday) and
the original number the customer provided us (that hasn’t been working) remains
the only number on the account. I am going to alert the service order with the
phone number the customer has listed to Revdex.com as a precaution. We are scheduled
to arrive to the residence in between the time window of 10:51am – 12:51pm on
9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our customer and
have been diligently trying to assist her in resolving her concern since the
moment it was reported to us. I apologize to our customer again for her
disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.
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
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our...
return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our service and refund policies.
For power beds it is necessary for the function of the bed, to have the
mattress overhang the foundation when the bed is flat. When you raise the head and the foot of the
bed the overhand significantly disappears.
If the pieces lined up in the flat position, when you raise the head, it
would be too narrow. We certainly
apologize if the customer was given misinformation on this. Our floor models and our website both clearly
depict this overhang. Please see
attached photos.
If this customer disputes this further they can submit
photos directly to the Revdex.com mediation service.
We would not be offering any recourse on a bed that is up to
manufacturing standards. I see we had
set up a tech to go to the home on 3/29/16 and unfortunately the customer
advised they were looking for an exchange, not a service. If the service tech had been allowed to see
the bed and take photos, he would have been able to advise if there were any
errors in this bed order.
Please pass on our sincere apology to this customer for
the conduct of the delivery team in the home.
We do expect our teams to conduct themselves in a professional manner
when in a customer’s home. We do not
expect that they will cause damage to a customer’s property. The property claim has been submitted and the
depot will be following up with the customer directly. [redacted] out of Billerica will be contacting the
customer to address these concerns.
We can certainly offer to compensate this customer for
all of the inconveniences and miscommunications that have transpired. Once the issue with the bed has been settled
we can review the account and advise the customer on what we are able to
offer.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
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
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
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 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
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
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 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
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 [redacted]
I sincerely apologize for the
inconvenience the availability of your part order has caused you. I can
understand your frustration. I truly wish we could have gotten this
merchandise to you sooner.
Parts are ordered directly from
the vendor, they are not something we keep in stock. This particular vendor does have an estimated
ship time of 42 days. As we do not
manufacture merchandise ourselves, we are forced to rely on our vendors to ship
parts when necessary. I am not aware why
the vendor has been delayed in shipping this part out. I see the part was paid for at the end of
January. You should have received it
middle to late March under those guidelines.
Due to the extreme delay in the
part purchase, I am refunding half of the price of the part to your [redacted]
account. Please see attached the copy of
the refund that I processed.
Also the part is being shipped
directly to you from the manufacturer.
They have provided us with the [redacted] tracking number of [redacted]
for your records.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect. If there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
115%; font-family: "Verdana","sans-serif"; font-size: 10pt;">Deborah,
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
We will be cutting the check this week and due to the escalated
circumstance this will be sent out via FedEX.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
As per my complaint, I am not still dissatisfied with the furniture i'm requesting an admission of wrongful and false credit check and written letter to the credit reporting agencies. My complaint also detailed an additional purchase for a coffee table set 3 weeks later that has not been resolved so I went into the store a got a refund 9 days after the purchase that was told would be delivered to store a 2 days earlier.for the coffee table set.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their purchase experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Rowan to rectify the
situation and reach a satisfactory outcome.
We do want to advise that the sales order that the customer signed at point of purchase
does clearly state that we can provide service under the warranty while the
merchandise is in the service area.
Moving the merchandise outside of service are does nullify the
manufacturing warranty. The damages
reported are not manufacturing defects.
Scratches, dents and scuffs are what we would define as delivery or installation
damages. As this customer picked up the
merchandise and transported it over a thousand miles, we would not be able to
take responsibility for these damages.
Under these circumstances the offer that Rowan made is
very generous and outside of normal policy.
This offer was made as a courtesy to try to make this right for this
customer.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
We apologize to this customer for the delay in having
the set delivered. I see in the account
the set was paid off 2/17/16 and at that time the store sent an addon request
to ask the delivery be scheduled for 2/27/16.
This route was already full, so the store sent a request to have this
customer added to an existing route. There
may have been miscommunication there, it should have been clearly explained
that it was a request; the customer was never scheduled for 2/27/16 as the
route was full I believe the store felt that the addon would be accepted and
the customer would have no further issues.
Then we called the customer to advise we were unable to addon to this
route, as it would have put the team over Department of Transportation
regulated hours. There was no issue with
merchandise availability; there was an issue with the date requested for the
delivery. The store then tried again to
have it added to the route for 2/27/16, it was again declined for the same
reason. They should have again clearly
stated to the customer that this is only a request. We do these requests often as customers do
reschedule deliveries, and spots open up on set routes.
I do see at this time the customer is scheduled for
3/2/16 as the first delivery of the day.
We certainly understand how frustrating this experience
must be for the customer. We are
customer’s, when not at work, as well and would not appreciate any business
wasting our time or making us feel ignored, or unacknowledged.
I would like to offer to compensate this customer for
the aggravation we have caused. I would
like to offer the customer a gift card in the amount of $100. We have some wonderful take with items in
every store. We have a large selection
of lamps, statues, wall hangings and other accessories.
I understand the added frustration that this is for a
child. I can imagine that there was anticipation
and excitement for this delivery. I hope
that being able to go in and shop with this gift card will alleviate some of
that disappointment.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home...
furnishing needs. I apologize for the merchandise issues and part order delay. I attempted to research your account using the identifying information in your Revdex.com complaint however, I was unsuccessful locating your order. Please forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
I am not agreeing to allow you to pick up the bedframe before I have the refund and can get a new bedframe delivered. I did not agree to this on the phone and it is not satisfactory. Once I have the refund and have been able to get a new bed, you can pick up the old one. Anything else is unreasonable at this stage.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies to our customer for
the inconvenience they have experienced during the delivery of their living room
purchase with us. The customer’s
original sofa was fully inspected by a factory trained professional and our
professional deemed that there was no defect present. Our technician’s report indicated
that when the sofa was in the reclined position on the right side facing the
very small (1.5 inch) gap was normal for the product and its expected wear
pattern for years to come.
Although our technician found no factory defect present we
went the extra mile for our customer and approved exchanging the sofa as a
courtesy. Due to the fact that we communicated, and fully inspected for the
customer previously that their concern was not a defect, the factory fresh exchange
model came out built the same way and continued to cause this customer a preference
concern. This exchange delivery took place on 4.08.2015.
The customer’s sale invoice (which is commonly signed and
agreed to by the purchaser at the time of sale) clearly denotes that we are
unable to offer a return on purchases already delivered into the home. This
document goes on to further indicate that if there is a defect in the product
that cannot be serviced we will replace that product for the customer. As a
business we have already worked above and beyond all policies indicated and
agreed to in an extreme effort to please this individual directly.
As of right now our records indicate that the customer has
agreed to the option we presented on 4.08.2015 for a return for store credit.
On top of that option being offered as another
extreme courtesy (since we did not fail our customer and the merchandise is
in factory fresh condition) we have refunded the charges the customer made to
the financing account for the purchase of insurance (Goof Proof Plus) and
offered to cover the cost of delivering the customer’s newly selected
merchandise (this delivery fee coverage offers the consumer an additional
savings of $100-200).
We are confident that we have another product that will suit
this customer’s preferences available in our extensive sales floor line up,
should the customer wish to select a different furniture item (other than
living room) that is also entirely acceptable. As a retailer the option that we
have in place benefits our customer before our business overall and is the most
fair and adequate offer for resolution moving forward.
Dear Revdex.com,
This is a
duplicate complaint to CLAIM# [redacted]. The customer’s information reflects the
same within our system. We responded to CLAIM# [redacted] on 9.25.2014 and have
not received a rebuttal from the consumer to date. Please see our response to
CLAIM# [redacted] (below) as it remains the same for this duplication:
[redacted]
Good Afternoon Revdex.com,
Please pass on my apologies for the
disappointment our customer is experiencing with the product she selected. I
assure our customer that we have been addressing this concern to the best of
our ability since we were made aware of it. While this furniture was bought at
a Bobs Discount Furniture location and Bobs has been offering the customer
service on this product we have not collected direct revenue from [redacted] because
she entered into a ‘leasing agreement’ with a third party company named
‘Acceptance Now’. This customer is currently paying a monthly fee to the
‘Acceptance Now’ company to lease this product. This is clearly stated on the
paperwork Wanda signed at the time of sale along with the specific number of
payments [redacted] will have to make in order to fully own this product. Bobs
Discount Furniture is not permitted to make offers of credit to ‘Acceptance
Now’ customers unless there is a manufacturing defect present within their
merchandise. We have been out to [redacted] residence several times and have not
been able to properly inspect her bed to determine if a defect is even present.
I am honestly very perplexed by the nature
in which this complaint has been filed with and I have listed the history our
records indicate (below) for your review. I believe just listing this history
will address many of the customer’s statements however it also presents a few
questions that I request you pass along to our customer. Due to the nature of
this complaint and the overall history with the last month feel it pertinent
that all responses between the customer and Bobs remain in a written form.
Date of Delivery: 11.07.2013
First Report of Concern: 8.25.2014 – The customer told
us that the mattress was sagging and that the bed
(headboard/footboard/railings) was loose and shook a lot.
Please note: The bed had previously been used for 9 months with no report of
concern.
First visit to customer’s residence (the
next day): 8.26.2014:
Our technician reported that there was no apartment number listed on his
paperwork. The technician called us and said that he knocked on all three doors
within the building and only the folks on the third floor came to the door
stating they were not expecting a service. We then called the number that was
placed on this account during the time of sale by the customer (###-###-####)
and we were unable to speak with anyone or leave a message.
Question for the customer: If this is the day where you are stating that you
saw our technician’s vehicle, the dog was barking, and he was coming from the
third floor why did you not flag him down and explain that you were the person
expecting service or answer the door when we initially knocked?
The following day -8.27.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014, we scheduled another service visit (with customer on the phone) to
her home to help with this concern on 9.04.2014.
2nd Attempt at service –
9.04.2014: Our
technician arrived to the residence and could not get into the building as the
main entrance was locked at this time. The technician called into our office to
report this and we attempted to call the number we have on file for this
customer (###-###-####) twice, our records indicate that we left two messages
for the customer as well. We were forced to move our technician on because we
were unable to gain access to the residence to perform the service.
Question for the customer: Should we be updating the phone number you have
listed on this account as it differs from the one you have listed to the Revdex.com?
9.08.2014-Attempted to call customer from
our Customer Care Office to reschedule service appointment as we had not heard
back from her: Our
records indicate that this call was made at 8:09pm to (###-###-####) and
someone picked up the phone and hung up on our caller.
9.10.2014-Attempted again to call customer
from our Customer Care Office to reschedule service appointment as we had not
heard back from her:
Our records indicate that this call was made at 2:25pm to (###-###-####) and we
left a message on the machine for the customer asking for her to call us back
and reschedule.
Question
for the customer: Should we be updating the phone number you have listed on
this account as it differs from the one you have listed to the Revdex.com?
9.15.2014: Our records clearly
indicate that the customer called us and reported the same scenario she had on
8.25.2014 & 8.27.2014. We scheduled another service visit (with customer on
the phone) to her home to help with this concern on 9.20.2014.
Please
note: This is the logged call and proof that the agent “[redacted]” was referring
to when she explained to the customer she had called us five days prior to the
20th.
3rd Attempt at service –
9.20.2014: Our
technician arrived to the home and reported to us that the entire bed
(headboard/footboard/railings/mattress) had been disassembled and pieces of the
bed were lying up against the wall. Our technician had to be moved on as there
was no way for him to complete a repair or determine a defect in the bed or mattress.
A technician cannot correctly reassemble a queen size bed on his own, which is
why we send at minimum a two man team out to make deliveries and assemblies.
Please note: We have no way of
determining if there is a factory defect within the bed or an issue with the
way we assembled it unless it is in the same condition as we left it on
11.07.2013. There is also no way to correctly measure if a mattress is sagging
or is defective unless that mattress is receiving the proper support of a bed
frame. Please also let it be known that this customer never disclosed in any
previous conversations with us that the bed was not assembled nor was she
instructed by us to disassemble her bed. As we had not been permitted inside
the residence, other than the initial assembly of the bed in Nov. of 2013, we
have no idea how long this bed had been unassembled for.
Customer called us back on 9.20.2014 (Later
that same day):
At approximately 6:50pm the customer called and reported to us ‘Bed rails are
very loose and wobbly’. Again we scheduled another service appointment with the
customer. This service is scheduled to occur on 9.27.2014 (this Saturday) and
the original number the customer provided us (that hasn’t been working) remains
the only number on the account. I am going to alert the service order with the
phone number the customer has listed to Revdex.com as a precaution. We are scheduled
to arrive to the residence in between the time window of 10:51am – 12:51pm on
9.27.2014.
Question for the customer: Is the bed
currently reassembled to the state it was in prior to it being unassembled in
your home? If the bed is in the same condition it was previously in on
9.20.2014 we will be unable to determine if the bed or the mattress is
defective and we will be unable to try and help our customer move forward on
resolving this concern.
We sincerely wish to help our customer and
have been diligently trying to assist her in resolving her concern since the
moment it was reported to us. I apologize to our customer again for her
disappointment in the product; we must be able to determine that there is a
factory defect present on this bed in order to move forward with this concern.
As per the warranty guidelines we will service this bed to manufacturing standards,
if the bed is deemed unrepairable by a factory trained service technician we
will offer a replacement under the warranty at that time.