Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. The customer
purchased [redacted]. This covers
the merchandise for 5 years of manufacturing defects through Bob’s and 5 years
of coverage for verifiable accidents through [redacted] Ins.
Our technician did not report that there were
manufacturing defects. It was reported
to us that there are environmental concerns that have caused this damage. Our highly trained technicians are charged
with reporting back to us what they see in the home. We do trust their knowledge and expertise.
If this customer does not agree with what
was report by our technician we welcome them to submit photos, through this Revdex.com
mediation service. Please submit color
photos of the damages to show that these damages are not caused by use in the
home.
-Minimum 3 Photos of each damaged piece
- 1 Picture that clearly shows the entire facing surface
- 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.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The options that [redacted] offered me are no acceptable. They forced me to choose something or get nothing. I want a refund for my warranty which was $69.99 from Bobs. You sold me a policy/warranty that covers none of the things that John K[redacted] promised me. It was fraud. It was a way to get more money from me as a customer. I also do not appreciate in any way the run around I got BOTH times I had a claim. In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim. I want that $69.99 back.
Sincerely,
[redacted]
Good Morning Revdex.com-
10pt;">We have absolutely failed this customer on this
order. First hardware was missing, then
the order was written up and the address was not updated. We do see at this time the customer has
allowed the service to take place; the pieces are properly assembled in the
home. We would very much like to extend
our sincere apologies for the stress we have caused this customer.
We would like to offer this customer compensation in
the form of a $100 gift card as a token of our apologies for the time they have
spent dealing with our errors. If the
customer accepts this offer they need only accept back to the Revdex.com mediation
service and I will create the paperwork necessary.
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 the 15th largest furniture retailer 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. We
have several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 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.
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. We do not offer apology monetary 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.
We will be reaching out to our customer
tomorrow after delivery has been completed to offer the compensation we believe
these failures do warrant.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
and Neysa-
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that period our records indicate that you have not reported any issues to us
before now. The Bobs warranty on your merchandise expired over two years ago
and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as normal wear and tear industry wide, we are able to
make a store credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. This would be a store credit of $599 In the interest of fairness we would
ask that if you want the new furniture you select to be delivered you cover the
cost of that service as delivering the merchandise has always been a charge we
maintain separate from the cost of our merchandise. We can offer to remove the
current Sofa and Loveseat you currently maintain on the same date we deliver
the newly selected merchandise and cover the cost of disposal for you.
Or
we can offer a credit to keep the set in the home as is with no warranty. This would
be $299 offered back to your original form of payment [redacted] or as a corporate
check.
Please let me know which of these options for resolution is acceptable to you
and I will process the necessary paperwork and have our retail location contact
you to make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. When a
customer places an order on line, it is through a secure server. This protects the credit card information; we
as a company are only able to see the last four digits of the credit card for
verification purposes. For security
purposes no one can access this information, but as a result we also can not
process a refund without the credit card. If this customer would like the
refund back the credit card originally used they can call the store with the
credit card or they can stop by the store with the card.
If this customer prefers I can make an exception and
have the refund processed as a corporate check, this would be mailed to the
customer, if the customer accepts this option, they can post the response to
the Revdex.com mediation service I would then create the paperwork. From that point the customer can expect the
refund in 10-14 days.
Kindest Regards,
Tracy Sanborn
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 delivered
on 12.3.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus on some items.
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
everyday use, misuse or abuse of the merchandise.
The lamp that was damaged by kids riding hover boards around
the room was not selected by the customer to have Goof Proof Plus, covering it
for all accidental damages. This is not
a manufacturing defect.
The customer spoke to the store on 12.7.16 the store offered
to set up the refund for the refused trundle unit at that time, customer explained
she did not have that credit card on her person and she would call back. There is no indication that the customer has
reached back out regarding this open credit. Our system only allows us to see the last
four digits of the card used, that was why the store advised we had to have the
entire card number to process the refund.
The chair was replaced, per our policy. I have attached the customer’s sale order,
which states the return policy and service guarantee.
Complaint: [redacted]
I am rejecting this response because:
It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates 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, [redacted] 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 [redacted] 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) for your
review.
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 [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered). Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted. It is extremely dark. We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please pass
on my apologies to [redacted] in regards to the difficult time she has had reporting
her claims to the company that we entrust to manage our customer’s accidental
damage concerns. In order to keep the plan fair for all consumers [redacted] must
maintain their guidelines and like many other protection plans sold on
automobiles or electronics reporting a specific accidental occurrence is
usually a requirement to gaining the benefits the protection plan offers. I
assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our
customers concerns and earn their trust back in our business.
I do
understand [redacted]’s frustrations as she alleges she was treated so poorly by
members of the [redacted] company, I ask that she provide Bobs Discount Furniture
with an actual opportunity to help resolve her concern as we do stand behind
the quality and value of all the products we sell, including our Goof
Protection Plans. If [redacted] would like to take this opportunity to have Bobs
Discount Furniture research her concern and see what, if any, resolution we are
able to provide her directly; we ask that [redacted] send in the pictures she has of
these damages via her next response to Revdex.com. After receiving these photos I can
review them with my Service Manager and a group of Corporate Goof Proof
Liaisons we employ to ensure our customer’s are getting the value they paid for
when purchasing the Goof Proof Protection plan from us.
I eagerly
await [redacted]’s response/photos as I have a vested interest in helping resolve her
concern and I apologize again for all the inconveniences she has had to deal
with while seeking help with her accidental damage claim.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The refund I am receiving is for the bed frame that I had to call and email about 5 times to get recognized. They called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete parts. In no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lacking. The whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery of. Once again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and calls. I seek the delivery fee.
I might add that after all that I was willing to pick up the rails from any store. No accommodation was made or attempt to locate the rails. I reject said response.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
As this has now become a legal action, we are unable to try to assist further.
Tracy Sanborn
Corporate Liaison
Bob's Discount Furniture
My experience began with a service call for a nonfunctioning electric reclining love seat. A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat. About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone. I promptly call customer service again and they say they will bring a new love seat within a few days. The day the replacement love seat was to show up, we waited and waited....no delivery. As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm). The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a credit. I did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??). I told her I didn't want a replacement, just give me a credit and she processes that. (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time. About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about 1 month to use the credit or we lose it. I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happened. She also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that. So we finally went to the store and picked out 2 new pieces and scheduled a delivery for a Wednesday. I got their automated email with confirmation of delivery between 2pm-6pm. At 3pm, I received an automated phone call saying that they were 15 minutes from my house. An hour later, still nothing. I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pm. I proceeded to call my local store manager AGAIN and she said she would check on the status. She called me back within 10 minutes and said they were 2 stops away from me very close by. Not 20 minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all. I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning. I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again. (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I have received the new remote. What is the compensation being offerred by Bob's?
[redacted]
Revdex.com: Please include all information from our responses as well as
the customer’s pictures for recording/historical purposes into the claim
number.
[redacted]
Good Morning [redacted],
While I certainly appreciate you reaching out to me directly and
thank you kindly for sending the photos, it is most appropriate to use the
mediation channel you felt motivated to procure thru the Revdex.com. It is important
for all customers and all businesses alike that both parties are properly
represented as responses are made public for all consumers to review. Please
feel welcome to use whatever communication channel you are most comfortable
with – my direct responses will remain addressed to the mediator in this
scenario (Revdex.com).
[redacted]
Good Morning Revdex.com,
The customer’s one year guarantee period
directly thru Bobs (this would be listed on the sales invoice sheet) has long
been expired. The expiration of the factory defect guarantee occurred on
12.27.2013, nearly over two years ago, and our records show no report of
concern for any defect since March of 2013. Like many other protection plans
sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
As a business completely separate from the
protection plan the customer selected to purchase we do care very much about
making an effort to satisfy our customers in a fair and adequate manner.
As an extreme courtesy we are willing to offer
this customer a one time option for reselection (store credit to pick a
different set) at a prorated percentage. Please see below for the option
outline, should the customer wish to accept this offer they can respond to us
via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach
out to the customer to make them aware of their active credit after the Revdex.com
claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit based on the price paid to
us for the sectional sofa ($645.00).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $100.00 savings credit for the customer) should the customer accept
this courtesy offer for resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess. All compensation agreements are discussed
after the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card.
I am not sure if the reason why was explained, so I will clarify. The customer signed an agreement with another
company, [redacted] Bob’s can not interfere
or intervene with the details of that signed contract. We are not able to make a payment or offer to
change the contract in any way. We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted]
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 the 15th largest furniture retailer 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.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card. This will
be processed to the email address on this complaint. That is the only offer of compensation we are
able to make.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hysterical
this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied
so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
Sincerely,
[redacted]
Please see the attached pictures (3 pages) that we have included for your review on this claim.
These pictures were taken by our technician who visited the home on 2.25.2015 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment.
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have received. The Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchase. For these reasons and many more 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.
While the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided). It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale.
In regards to the damage associated with this specific consumer complaint we ask that you again review the photos attached. Bobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect nature. As a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in.
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection plan. This claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directly. We have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental event. Like many other protection plans the coverage excludes acts of normal wear and tear or accumulated damages. As indicated above these parameters are expressed on our sales flyer for this portion of the protection plan.
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control.
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
%3
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries 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 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 have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly 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 the 15th
largest furniture retailer 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.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. The customer
purchased [redacted]. This covers
the merchandise for 5 years of manufacturing defects through Bob’s and 5 years
of coverage for verifiable accidents through [redacted] Ins.
Our technician did not report that there were
manufacturing defects. It was reported
to us that there are environmental concerns that have caused this damage. Our highly trained technicians are charged
with reporting back to us what they see in the home. We do trust their knowledge and expertise.
If this customer does not agree with what
was report by our technician we welcome them to submit photos, through this Revdex.com
mediation service. Please submit color
photos of the damages to show that these damages are not caused by use in the
home.
-Minimum 3 Photos of each damaged piece
- 1 Picture that clearly shows the entire facing surface
- 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.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The options that [redacted] offered me are no acceptable. They forced me to choose something or get nothing. I want a refund for my warranty which was $69.99 from Bobs. You sold me a policy/warranty that covers none of the things that John K[redacted] promised me. It was fraud. It was a way to get more money from me as a customer. I also do not appreciate in any way the run around I got BOTH times I had a claim. In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim. I want that $69.99 back.
Sincerely,
[redacted]
Good Morning Revdex.com-
10pt;">We have absolutely failed this customer on this
order. First hardware was missing, then
the order was written up and the address was not updated. We do see at this time the customer has
allowed the service to take place; the pieces are properly assembled in the
home. We would very much like to extend
our sincere apologies for the stress we have caused this customer.
We would like to offer this customer compensation in
the form of a $100 gift card as a token of our apologies for the time they have
spent dealing with our errors. If the
customer accepts this offer they need only accept back to the Revdex.com mediation
service and I will create the paperwork necessary.
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 the 15th largest furniture retailer 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. We
have several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 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.
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. We do not offer apology monetary 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.
We will be reaching out to our customer
tomorrow after delivery has been completed to offer the compensation we believe
these failures do warrant.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com...
and Neysa-
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process. You have had this set for over three years and in
that period our records indicate that you have not reported any issues to us
before now. The Bobs warranty on your merchandise expired over two years ago
and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as normal wear and tear industry wide, we are able to
make a store credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. This would be a store credit of $599 In the interest of fairness we would
ask that if you want the new furniture you select to be delivered you cover the
cost of that service as delivering the merchandise has always been a charge we
maintain separate from the cost of our merchandise. We can offer to remove the
current Sofa and Loveseat you currently maintain on the same date we deliver
the newly selected merchandise and cover the cost of disposal for you.
Or
we can offer a credit to keep the set in the home as is with no warranty. This would
be $299 offered back to your original form of payment [redacted] or as a corporate
check.
Please let me know which of these options for resolution is acceptable to you
and I will process the necessary paperwork and have our retail location contact
you to make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">We are very sorry for the concern this customer has
brought to our attention. When a
customer places an order on line, it is through a secure server. This protects the credit card information; we
as a company are only able to see the last four digits of the credit card for
verification purposes. For security
purposes no one can access this information, but as a result we also can not
process a refund without the credit card. If this customer would like the
refund back the credit card originally used they can call the store with the
credit card or they can stop by the store with the card.
If this customer prefers I can make an exception and
have the refund processed as a corporate check, this would be mailed to the
customer, if the customer accepts this option, they can post the response to
the Revdex.com mediation service I would then create the paperwork. From that point the customer can expect the
refund in 10-14 days.
Kindest Regards,
Tracy Sanborn
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 delivered
on 12.3.16 and at the time of purchase, the customer purchased the option of
Goof Proof Plus on some items.
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
everyday use, misuse or abuse of the merchandise.
The lamp that was damaged by kids riding hover boards around
the room was not selected by the customer to have Goof Proof Plus, covering it
for all accidental damages. This is not
a manufacturing defect.
The customer spoke to the store on 12.7.16 the store offered
to set up the refund for the refused trundle unit at that time, customer explained
she did not have that credit card on her person and she would call back. There is no indication that the customer has
reached back out regarding this open credit. Our system only allows us to see the last
four digits of the card used, that was why the store advised we had to have the
entire card number to process the refund.
The chair was replaced, per our policy. I have attached the customer’s sale order,
which states the return policy and service guarantee.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates 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, [redacted] 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 [redacted] 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) for your
review.
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 [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered). Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted. It is extremely dark. We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please pass
on my apologies to [redacted] in regards to the difficult time she has had reporting
her claims to the company that we entrust to manage our customer’s accidental
damage concerns. In order to keep the plan fair for all consumers [redacted] must
maintain their guidelines and like many other protection plans sold on
automobiles or electronics reporting a specific accidental occurrence is
usually a requirement to gaining the benefits the protection plan offers. I
assure [redacted] that Bobs Discount Furniture genuinely wishes to resolve our
customers concerns and earn their trust back in our business.
I do
understand [redacted]’s frustrations as she alleges she was treated so poorly by
members of the [redacted] company, I ask that she provide Bobs Discount Furniture
with an actual opportunity to help resolve her concern as we do stand behind
the quality and value of all the products we sell, including our Goof
Protection Plans. If [redacted] would like to take this opportunity to have Bobs
Discount Furniture research her concern and see what, if any, resolution we are
able to provide her directly; we ask that [redacted] send in the pictures she has of
these damages via her next response to Revdex.com. After receiving these photos I can
review them with my Service Manager and a group of Corporate Goof Proof
Liaisons we employ to ensure our customer’s are getting the value they paid for
when purchasing the Goof Proof Protection plan from us.
I eagerly
await [redacted]’s response/photos as I have a vested interest in helping resolve her
concern and I apologize again for all the inconveniences she has had to deal
with while seeking help with her accidental damage claim.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The refund I am receiving is for the bed frame that I had to call and email about 5 times to get recognized. They called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete parts. In no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lacking. The whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery of. Once again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and calls. I seek the delivery fee.
I might add that after all that I was willing to pick up the rails from any store. No accommodation was made or attempt to locate the rails. I reject said response.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
As this has now become a legal action, we are unable to try to assist further.
Tracy Sanborn
Corporate Liaison
Bob's Discount Furniture
My experience began with a service call for a nonfunctioning electric reclining love seat. A technician came to the house and said that he could not fix the problem so he would submit it as a manufacturer's defect and we would get a replacement love seat. About a week later, the delivery guy shows up with no replacement love seat on the truck and proceeds to come into the house, turn the love seat over to inspect the part that was damaged thinking he could fix it (even though he was supposed to be bringing a replacement - not fixing anything) and says someone will call and just LITERALLY leaves the love seat upside down in the middle of my living room and he's gone. I promptly call customer service again and they say they will bring a new love seat within a few days. The day the replacement love seat was to show up, we waited and waited....no delivery. As I tracked the delivery on-line, the time of delivery kept getting later and later (original time was 3pm-7pm). The last time I checked, it actually said "Expected time of arrival: 10:50pm - 11:20pm." Do they REALLY think someone is going to let them into their home at that time of night??? I called the customer service line back and said I want to cancel my replacement piece and just get a credit. I did actually ask her if they are serious about delivering furniture at 11pm at night and she said they would keep delivering until they finished that night (seriously??). I told her I didn't want a replacement, just give me a credit and she processes that. (Turns out that the deliveries ended up getting canceled for the rest of the night because of some truck issues.) They did actually give me credit for the love seat and the full size sofa that we purchased at the same time. About an hour later, I get a call from the store manager in our area where we purchased the items and she wanted to remind us that we only had about 1 month to use the credit or we lose it. I informed her of all the mishaps that had occurred up to now and she said "you must have been talking to a jr associate because I don't even know what replacement love seat they were going to give you because your model is discontinued." Who knows what would have shown up if it actually ever happened. She also reminded me that a warranty for the new pieces would have to be purchased and I said we would definitely see about that. So we finally went to the store and picked out 2 new pieces and scheduled a delivery for a Wednesday. I got their automated email with confirmation of delivery between 2pm-6pm. At 3pm, I received an automated phone call saying that they were 15 minutes from my house. An hour later, still nothing. I went online to the tracking system and the expected time of delivery was now between 5:50pm - 7:50pm. I proceeded to call my local store manager AGAIN and she said she would check on the status. She called me back within 10 minutes and said they were 2 stops away from me very close by. Not 20 minutes later, I get a call from the delivery truck company telling me there was an accident and they wouldn't be coming at all. I don't have words to describe how mad I was at this point and proceeded to tell the delivery person that I expect my delivery to be the very first one in the morning. I also called my store manager again and told her that if I didn't get my furniture the next morning first thing, I am expecting a full refund in cash - no store credit ever again. (FYI....the delivery is expected this morning as I write this and I haven't heard anything yet as of 8:51am....I don't have high hopes.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I have received the new remote. What is the compensation being offerred by Bob's?
[redacted]
From: [redacted] Sent: Wednesday, September 09, 2015 8:00 AMTo: [redacted]Subject: Revdex.com Complaint # [redacted]
Revdex.com: Please include all information from our responses as well as
the customer’s pictures for recording/historical purposes into the claim
number.
[redacted]
Good Morning [redacted],
While I certainly appreciate you reaching out to me directly and
thank you kindly for sending the photos, it is most appropriate to use the
mediation channel you felt motivated to procure thru the Revdex.com. It is important
for all customers and all businesses alike that both parties are properly
represented as responses are made public for all consumers to review. Please
feel welcome to use whatever communication channel you are most comfortable
with – my direct responses will remain addressed to the mediator in this
scenario (Revdex.com).
[redacted]
Good Morning Revdex.com,
The customer’s one year guarantee period
directly thru Bobs (this would be listed on the sales invoice sheet) has long
been expired. The expiration of the factory defect guarantee occurred on
12.27.2013, nearly over two years ago, and our records show no report of
concern for any defect since March of 2013. Like many other protection plans
sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
As a business completely separate from the
protection plan the customer selected to purchase we do care very much about
making an effort to satisfy our customers in a fair and adequate manner.
As an extreme courtesy we are willing to offer
this customer a one time option for reselection (store credit to pick a
different set) at a prorated percentage. Please see below for the option
outline, should the customer wish to accept this offer they can respond to us
via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach
out to the customer to make them aware of their active credit after the Revdex.com
claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit based on the price paid to
us for the sectional sofa ($645.00).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $100.00 savings credit for the customer) should the customer accept
this courtesy offer for resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess. All compensation agreements are discussed
after the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card.
I am not sure if the reason why was explained, so I will clarify. The customer signed an agreement with another
company, [redacted] Bob’s can not interfere
or intervene with the details of that signed contract. We are not able to make a payment or offer to
change the contract in any way. We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted]
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 the 15th largest furniture retailer 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.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card. This will
be processed to the email address on this complaint. That is the only offer of compensation we are
able to make.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hysterical
this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied
so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
Sincerely,
[redacted]
Good Afternoon Revdex.com,...
Please see the attached pictures (3 pages) that we have included for your review on this claim.
These pictures were taken by our technician who visited the home on 2.25.2015 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment.
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have received. The Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchase. For these reasons and many more 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.
While the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided). It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale.
In regards to the damage associated with this specific consumer complaint we ask that you again review the photos attached. Bobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect nature. As a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in.
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection plan. This claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directly. We have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental event. Like many other protection plans the coverage excludes acts of normal wear and tear or accumulated damages. As indicated above these parameters are expressed on our sales flyer for this portion of the protection plan.
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control.
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
%3
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries 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 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 have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly 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 the 15th
largest furniture retailer 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.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison