Good Afternoon Revdex.com-
We are very sorry that this customer is...
not completely
satisfied with the [redacted] sleeper purchased from Bob’s in January 2016. I have reviewed the service technician report
from November and the photos the tech took while in the home. I agree that a part order would be the best
recourse. I have created that part order
and the two seat casings will be shipped directly to the home. These parts are ordered directly from the
vendor and must be shipped. This customer
should expect to receive the casings the first week of January. We apologize for the inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
size="3">
This concern has been fully researched by our Accounting Team,
upon review of the customer’s bank statement it was confirmed that the timing
of the postings are the issue. There is no duplicate charge from Bobs Discount
Furniture for $728.91.
The customer should contact her bank to clear up the postings to
her account.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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
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.
Complaint: [redacted]
I am rejecting this response because:
The amount of money that I spent in your store was $619.49 for the table and 6 chairs which was a package.
I used my store credit of $325.54 and paid $293.95 on three credit cards.
I truly would be content with the same table which I understand is not possible because it was discontinued, and would gladly select a table that matches the six chairs I would have to keep due to not being refunded on them. The chairs are in great condition and some even still have the plastic on them that it was delivered with. Unfortunately there is not one table that matches the finish of the Montreal set which was medium oak. I not only attempted to check out the tables, but I spoke to two separate reps from Bobs including a salesperson from the store I purchased my furniture from. There is absolutely nothing at all that matches. Not even close.
I truly just wanted the same table or something similar and that is not available. How am I supposed to have a dining room set in which the colors are completely different? Would you do that in your home? This is my first home and I worked extremely hard to pay for everything I have and I do not think its right that I would have to have a mismatched set. I also feel that I should not have to add money in order to repurchase everything.
Aside from the headaches and being pushed back and forth from Bobs and [redacted], the lack or information given to customers with the warranty and what it entails is extremely lacking and reps are unorganized. According to Bobs it is not a manufacturing issue and according to [redacted], it is not a single occurrence. Ok many of the tiny spots were not, but the large one was a single occurrence but it will not be covered. I have spent well over 5 hours collectively trying to solve this issue for well over a month and a half now. Not only is it frustrating and annoying to waste my time, but it is also confusing due to the back and forth and also the dates recorded were wrong on several occasions when they said I purchased it and when I received it and when it was inspected.
I would love to speak to you directly to solve this problem because as the two reps I spoke to earlier, they cannot do anything for me and only you can and you were not available and when I called on Monday, I was on hold literally for over 45 minutes and unfortunately had to hang up before anyone spoke to me.
If possible do you have an extension or email address? My husband will be home all day after 11 am tomorrow. And could be reached at the home phone number ###-###-####
I have been extremely cordial and just want to solve this problem.
Sincerely,
[redacted]
size="3">
Please pass on our sincerest apologies for the multiple deliveries
of the bookcase and the understandable inconvenience these deliveries caused to
our customer. As a retailer we take our responsibility seriously to honor the
original agreement we have made to deliver our customer the factory fresh (non-damaged)
merchandise they selected and paid for via our showroom. This customer’s account reflects that all merchandise concerns have
been fully rectified as of July 3, 2015. We acknowledge the reasons why our
customer is seeking a further form of apology and stand behind the value that a
Bobs Discount Furniture Gift Card holds today and always.
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 expand
into new markets and continue to grow as rapidly as we have. 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 by using a gift card.
Should our customer wish to accept our offer of further apology we
will be happy to process and mail out a Bobs Discount Furniture Gift Card in
the amount of $50.00.
Please ask that the customer respond to this Revdex.com communication as
satisfied to have this gift card offer processed and we will mail this gift out
in approximately 10-14 business days from the date we receive their response.
For all purposes of confirmation the Bobs Discount Furniture Gift
Card (if accepted) will be mailed to:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Mrs. [redacted],
I have researched your account and apologize that the table has failed to meet your quality expectations.
Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was...
present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.
Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.
The available option to you at this time would be the best effort touch up by our Service technican.
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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.
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 do not deliver “used” product
under the pretense that the product is new and as the retailer we have taken
full responsibility for the damages that may have occurred at the factory
overseas or during the extensive transit the merchandise endures prior to
arriving to our customer.
We have resolved the majority of the
original product concerns and delivered the customer the majority of their merchandise
originally expected in good condition. While it is far beyond our normal policies
to do so, we addressed this customer’s high level of aggravation by offering a
further form of apology right away (two days after the original delivery) of
monetary means. As indicated above our business normally seeks to make the
concern right (honoring our original agreement with the consumer) before
providing a further form of apology. As the issues occurred with the delivery
we refunded the delivery fee charged. Again on 12.30.2014 we offered another
apology in the form of a Bobs Discount Furniture Gift Card prior to the
concerns being fully resolved.
We currently have an even exchange
scheduled for the foundation on 1.17.2015 to resolve the remaining cosmetic
concern with this merchandise.
We have continued as a business to address
this individual’s concern the moment it is presented to us and work out of our
normal guidelines because we realize the level of dissatisfaction this consumer
is emulating as a result of our failures. Once the foundation has been
exchanged any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretion. We do not
offer apology amounts based off of any individual’s time and we are unable to
offer a discount off of factory fresh product that stands in the home in good
condition.
At this time we are looking forward to completely
resolving this customer’s concern on 1.17.2015 and should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
1.17.2015. We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our deepest apologies for the multiple...
failures our customer has
endured with this purchase. It was never our intention to cause them so much
concern and we assure our customer that we have put forth an extreme effort to
make our mistakes right by them.
Our customer’s account indicates that as of 9.5.2015 the mattress
was fully delivered by way of an add on request made specifically to accommodate
this concern. Our records also indicate that we have a scheduled service to the
customer’s home (for the nightstand) on 9.09.2015.
As we have conveyed to our customer, we are more than willing to
discuss compensation as a further form of our apology for the inconveniences
our failures have caused after our customer is completely satisfied.
If the customer is unhappy with the resolution(s) that have taken
place (9.5) and are in place (9.9 –nightstand) please have them respond to us
so we can discuss other options available for resolution.
We apologize again to our customer and assure them we want to
honor our original agreement and provide them with the products they have
selected in the condition expected.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in May 2013 and at that time the customer purchased the option of [redacted]
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.
One of Bob’s technicians went to the home on June 28, 2016
and reported back to us that the damage was not manufacturing in nature. He was able to add more fill and close the
hole for the customer. He did this as a
courtesy. Our side of the warranty is
related to manufacturing defects only.
If this customer has a damage resulting from a single accident they can
submit a claim to [redacted].
The photos taken by the tech correlate with the tech’s
report. This does not appear to be a
manufacturing defect.
Good Afternoon Revdex.com-
We are very sorry for the concern...
listed on this
complaint. We absolutely believe it is
unacceptable that this has been going on for over two months. We feel at this point we may have to take
over the claim. Can the customer please
forward to the Revdex.com a photo of the damaged door and a copy of the estimate? Once we have received those we will reach out
to the customer directly with a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
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.
In this consumer’s specific case I
have attached both the sales flyer (we provided at the time of sale) and the
terms and conditions (Guardian provides) for your review. Please see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page 2 and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded
on split hides used in seating areas.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and either dispute the claim with Guardian on their behalf or make the
customer a one time only courtesy offer for resolution should we feel
necessary. Further reading of the terms and conditions page will also indicate
that an accident needs to be reported for any occurrence to be covered and that
accumulation of several damages is not covered. It is reasonable for any
furniture protection plan to expect that the merchandise is in overall good
condition prior to an incident being reported under this plan.
To move forward please advise the
customer that we require a minimum of three (3) pictures (in color) for the
sofa. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
-
1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
In an extreme effort to meet this
consumer’s demands...
for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the bed. We
will expect to remove the current bed the customer has in the home before or on
the same day the newly selected item is delivered. As an additional courtesy we
will provide the customer with a store credit for the full amount originally
paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost
of delivery removing and disposing of the current bed.
Kindest Regards, ...⇄ />
Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to discuss our offer of resolution. There was some confusion on the protection
plan and which company the customer should be reaching out to for damages, we
hope that we have helped to clarify. The
customer has accepted our offer and will reply to the Revdex.com mediation service. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon,
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
Complaint: [redacted]
I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couch. I will be contacting the attorney general's office false advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warrantee. witnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of 3 with cancer and myself.
I have attached two photos showing the needle sticking out and the wood frame broken.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service technician experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. This customer has an exchange scheduled for
4/27/16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Received a delivery 7/27/2016 with two items on back order until 8/20/2016. On this date delivery team entered the house asked me to sign for merchandise that was not on the truck. Delivery team stated they will be back in 10 minutes. Thirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostage. I have been on the phone for 3 hours trying to get this issue resolved. The end result was delivery on a later date 4 days later.
Good Afternoon Revdex.com-
We are very sorry that this customer is...
not completely
satisfied with the [redacted] sleeper purchased from Bob’s in January 2016. I have reviewed the service technician report
from November and the photos the tech took while in the home. I agree that a part order would be the best
recourse. I have created that part order
and the two seat casings will be shipped directly to the home. These parts are ordered directly from the
vendor and must be shipped. This customer
should expect to receive the casings the first week of January. We apologize for the inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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,
size="3">
This concern has been fully researched by our Accounting Team,
upon review of the customer’s bank statement it was confirmed that the timing
of the postings are the issue. There is no duplicate charge from Bobs Discount
Furniture for $728.91.
The customer should contact her bank to clear up the postings to
her account.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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
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.
Complaint: [redacted]
I am rejecting this response because:
The amount of money that I spent in your store was $619.49 for the table and 6 chairs which was a package.
I used my store credit of $325.54 and paid $293.95 on three credit cards.
I truly would be content with the same table which I understand is not possible because it was discontinued, and would gladly select a table that matches the six chairs I would have to keep due to not being refunded on them. The chairs are in great condition and some even still have the plastic on them that it was delivered with. Unfortunately there is not one table that matches the finish of the Montreal set which was medium oak. I not only attempted to check out the tables, but I spoke to two separate reps from Bobs including a salesperson from the store I purchased my furniture from. There is absolutely nothing at all that matches. Not even close.
I truly just wanted the same table or something similar and that is not available. How am I supposed to have a dining room set in which the colors are completely different? Would you do that in your home? This is my first home and I worked extremely hard to pay for everything I have and I do not think its right that I would have to have a mismatched set. I also feel that I should not have to add money in order to repurchase everything.
Aside from the headaches and being pushed back and forth from Bobs and [redacted], the lack or information given to customers with the warranty and what it entails is extremely lacking and reps are unorganized. According to Bobs it is not a manufacturing issue and according to [redacted], it is not a single occurrence. Ok many of the tiny spots were not, but the large one was a single occurrence but it will not be covered. I have spent well over 5 hours collectively trying to solve this issue for well over a month and a half now. Not only is it frustrating and annoying to waste my time, but it is also confusing due to the back and forth and also the dates recorded were wrong on several occasions when they said I purchased it and when I received it and when it was inspected.
I would love to speak to you directly to solve this problem because as the two reps I spoke to earlier, they cannot do anything for me and only you can and you were not available and when I called on Monday, I was on hold literally for over 45 minutes and unfortunately had to hang up before anyone spoke to me.
If possible do you have an extension or email address? My husband will be home all day after 11 am tomorrow. And could be reached at the home phone number ###-###-####
I have been extremely cordial and just want to solve this problem.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for the multiple deliveries
of the bookcase and the understandable inconvenience these deliveries caused to
our customer. As a retailer we take our responsibility seriously to honor the
original agreement we have made to deliver our customer the factory fresh (non-damaged)
merchandise they selected and paid for via our showroom. This customer’s account reflects that all merchandise concerns have
been fully rectified as of July 3, 2015. We acknowledge the reasons why our
customer is seeking a further form of apology and stand behind the value that a
Bobs Discount Furniture Gift Card holds today and always.
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 expand
into new markets and continue to grow as rapidly as we have. 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 by using a gift card.
Should our customer wish to accept our offer of further apology we
will be happy to process and mail out a Bobs Discount Furniture Gift Card in
the amount of $50.00.
Please ask that the customer respond to this Revdex.com communication as
satisfied to have this gift card offer processed and we will mail this gift out
in approximately 10-14 business days from the date we receive their response.
For all purposes of confirmation the Bobs Discount Furniture Gift
Card (if accepted) will be mailed to:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Mrs. [redacted],
I have researched your account and apologize that the table has failed to meet your quality expectations.
Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was...
present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.
Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.
The available option to you at this time would be the best effort touch up by our Service technican.
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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.
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 do not deliver “used” product
under the pretense that the product is new and as the retailer we have taken
full responsibility for the damages that may have occurred at the factory
overseas or during the extensive transit the merchandise endures prior to
arriving to our customer.
We have resolved the majority of the
original product concerns and delivered the customer the majority of their merchandise
originally expected in good condition. While it is far beyond our normal policies
to do so, we addressed this customer’s high level of aggravation by offering a
further form of apology right away (two days after the original delivery) of
monetary means. As indicated above our business normally seeks to make the
concern right (honoring our original agreement with the consumer) before
providing a further form of apology. As the issues occurred with the delivery
we refunded the delivery fee charged. Again on 12.30.2014 we offered another
apology in the form of a Bobs Discount Furniture Gift Card prior to the
concerns being fully resolved.
We currently have an even exchange
scheduled for the foundation on 1.17.2015 to resolve the remaining cosmetic
concern with this merchandise.
We have continued as a business to address
this individual’s concern the moment it is presented to us and work out of our
normal guidelines because we realize the level of dissatisfaction this consumer
is emulating as a result of our failures. Once the foundation has been
exchanged any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretion. We do not
offer apology amounts based off of any individual’s time and we are unable to
offer a discount off of factory fresh product that stands in the home in good
condition.
At this time we are looking forward to completely
resolving this customer’s concern on 1.17.2015 and should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
1.17.2015. We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on our deepest apologies for the multiple...
failures our customer has
endured with this purchase. It was never our intention to cause them so much
concern and we assure our customer that we have put forth an extreme effort to
make our mistakes right by them.
Our customer’s account indicates that as of 9.5.2015 the mattress
was fully delivered by way of an add on request made specifically to accommodate
this concern. Our records also indicate that we have a scheduled service to the
customer’s home (for the nightstand) on 9.09.2015.
As we have conveyed to our customer, we are more than willing to
discuss compensation as a further form of our apology for the inconveniences
our failures have caused after our customer is completely satisfied.
If the customer is unhappy with the resolution(s) that have taken
place (9.5) and are in place (9.9 –nightstand) please have them respond to us
so we can discuss other options available for resolution.
We apologize again to our customer and assure them we want to
honor our original agreement and provide them with the products they have
selected in the condition expected.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in May 2013 and at that time the customer purchased the option of [redacted]
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.
One of Bob’s technicians went to the home on June 28, 2016
and reported back to us that the damage was not manufacturing in nature. He was able to add more fill and close the
hole for the customer. He did this as a
courtesy. Our side of the warranty is
related to manufacturing defects only.
If this customer has a damage resulting from a single accident they can
submit a claim to [redacted].
The photos taken by the tech correlate with the tech’s
report. This does not appear to be a
manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the concern...
listed on this
complaint. We absolutely believe it is
unacceptable that this has been going on for over two months. We feel at this point we may have to take
over the claim. Can the customer please
forward to the Revdex.com a photo of the damaged door and a copy of the estimate? Once we have received those we will reach out
to the customer directly with a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
size="3">
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.
In this consumer’s specific case I
have attached both the sales flyer (we provided at the time of sale) and the
terms and conditions (Guardian provides) for your review. Please see the below
section as this is clearly listed under the exclusions of coverage section
(starts on page 2 and continues to page 3) within the protection plan:
EXCLUSIONS
TO COVERAGE:
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded
on split hides used in seating areas.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and either dispute the claim with Guardian on their behalf or make the
customer a one time only courtesy offer for resolution should we feel
necessary. Further reading of the terms and conditions page will also indicate
that an accident needs to be reported for any occurrence to be covered and that
accumulation of several damages is not covered. It is reasonable for any
furniture protection plan to expect that the merchandise is in overall good
condition prior to an incident being reported under this plan.
To move forward please advise the
customer that we require a minimum of three (3) pictures (in color) for the
sofa. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
-
1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
In an extreme effort to meet this
consumer’s demands...
for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the bed. We
will expect to remove the current bed the customer has in the home before or on
the same day the newly selected item is delivered. As an additional courtesy we
will provide the customer with a store credit for the full amount originally
paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost
of delivery removing and disposing of the current bed.
Kindest Regards, ...⇄ /> Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to discuss our offer of resolution. There was some confusion on the protection
plan and which company the customer should be reaching out to for damages, we
hope that we have helped to clarify. The
customer has accepted our offer and will reply to the Revdex.com mediation service. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon,
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
Complaint: [redacted]
I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couch. I will be contacting the attorney general's office false advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warrantee. witnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of 3 with cancer and myself.
I have attached two photos showing the needle sticking out and the wood frame broken.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service technician experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. This customer has an exchange scheduled for
4/27/16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Received a delivery 7/27/2016 with two items on back order until 8/20/2016. On this date delivery team entered the house asked me to sign for merchandise that was not on the truck. Delivery team stated they will be back in 10 minutes. Thirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostage. I have been on the phone for 3 hours trying to get this issue resolved. The end result was delivery on a later date 4 days later.