Complaint: [redacted]
I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy. As such, I will need the specific details of their offer with dates to close this claim.
Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer cr, is a partial refund in the amount of $900 with a $200 store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the 7 day response time I have to keep this claim open).
The actual offer the company verbalized to me over the phone is unacceptable because:
1- I do not want the store credit and will never visit this establishment. I am asking for a full refund in the exact amount charged $1,055.85, which includes a $99 delivery fee. While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services.
2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers. However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it. The company has had my payment since April 15, 2016. I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date.
3- I request that the next offer states exactly what the company will do and how they will do it. I held up my end of the trade and shouldn’t have to do anything else. The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say. Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again. If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday pick-up day). If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.
Revdex.com, this complaint is beyond a refund to little ole me. The company is dishonest, their policies are deceitful and their practices are predatory. I beseech you to thoroughly investigate this company. The quality of the furniture in the store is completely different than what they actual make and send to consumers. The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently. The absolute no refund policy is appalling. The way the consumer is informed of this policy is intentionally misleading and purposely perplexing. Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is demonstration of the verbal berating dissatisfied customers have to deal with.
If this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities.
I bought new furniture from the [redacted] store, everything was great a first, but 5 days after most of the furniture was delivered, the reclining couch stopped working, it seems that the switch went bad. I called about a repair, which I bought the extended warranty on the couch, they showed up a couple days later and took a picture and told me exactly what I had told them it doesn't work. The man told me that he would put a order in to replace the switch. A few days went by without anyone calling I contacted them and they said that the part is back order for another 35 days. At this point I asked if they could replace it or if I could return the item and the supervisor said they could not because it was already in the house. They suck
size="3">
I have attached for your and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands. We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response becaus
Photos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging
Sincerely,
[redacted]
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 called Bob's today and set up for them to pick up the mattress and give us the refund. Thank you very much for your help!
Sincerely,
[redacted]
Good Afternoon
italic;">[redacted]
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 refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (4/25/16). I can
certainly understand the immediate need to have your funds back on such a large
purchase like this and I feel terrible about any delay that may have occurred
in between our release and your bank’s (or the bank the credit is thru)
reallocation of these funds. Normally we provide customers with a 5-7 business
day estimated complete processing time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you.
I would expect that the funds be completely reallocated to your
method of payment by this Friday (4/29/16) which would meet our expectations of
a maximum seven business day processing time, if this is not the case, please
feel welcome to respond back to us via this Revdex.com channel and we will preform
more extensive research with our Accounting Department.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the
processing time associated with the bank your card is thru.
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back in
our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
We are very sorry for any issues this...
customer may be having with their
account. We did find a purchase
delivered to a customer by this name, but to a different address and phone
number. This delivery was made in
December 2015. We would need
confirmation from this customer to confirm that this is the correct account
before any action can be taken on the customer’s behalf. We would need the customer to provide the
delivery address or phone number used for the purchase.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.
I conveyed to [redacted] how sorry we were
for any confusion set forth during his time of sale and the fact that the sales
sheets we have with his signature clearly indicate a delivery date of 4.16.2015
as scheduled and agreed to by the customer. We most certainly failed on getting
him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario
we have acted at the most escalated levels possible and were able to
accommodate getting [redacted] the merchandise a day previous to what his
agreement cites (4.15.2015).
I last spoke with [redacted] on 4.15.2015
and confirmed that the delivery was taking place that evening. In checking on
[redacted] account this morning (4.16.2015) our records indicate his merchandise
was delivered successfully on 4.15.2015.
We do hope that [redacted] sees our efforts
and understands that moving merchandise this rapidly when loaded for a different
date is usually an impossible task to accomplish and due to the diligence and
extreme effort set forth by many different departments, including the third
party delivery company we contract with, we went above and beyond to honor his
demands as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
From: [redacted]
Sent: Thursday, June 19, 2014 12:01 AM
To: [email protected]
Subject: Regarding Complaint ID: [redacted]
To whom it may concern,
I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/2014 against Bob’s Discount Furniture.
I had stated that I wanted Bob’s to honor their agreement.
Fortunately for me I was able to find a mattress at a different business which I purchased.
Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled
orders that I had placed with them.
Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen
to other unsuspecting consumers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We did complete the exchange on 8.9.16. At this time we believe all issues to be
rectified. We have compensated this customer
with both refund of the delivery fee and an additional gift card. We truly hope the customer is satisfied with
the merchandise that is in the home at this time.
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.
Good Afternoon Revdex.com, Please pass on our sincerest apologies...
for the inconvenience this sales/delivery experience caused our customer.
There is no doubt after reviewing this complaint that we failed our customer on
several different levels and we remain very embarrassed regarding the failures
we caused to our customer.
We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after the completion of their delivery. At
this time the customer’s account reflects that the new merchandise has been
successfully delivered as of 8.28.2015.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an exception in
this case to work above our normal compensation guidelines and policies. The
customer’s account reflects that once the returning merchandise has been fully
checked into our warehouse a refund of $1095.39 will be made to the customer’s
original method of payment. This refund does not include the charge for the
initial delivery and given all the disappointment our customer has been thru
and during such an important time in her family’s life, I do not feel it is
fair that she be charged a delivery fee at all. I have listed one option below
that returns the delivery fee to our customer in full, if she is not willing to
give us another chance I cannot say that I blame her. I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($229.99).
We look forward to hearing back from our customer and we apologize
again for the concerns our failures caused to her family.
Kindest Regards, [redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
The sales girl was great. Explain everything and knew about the products. She was a pleasuer doing business with..we went in with a return and ahe took her time to help us and answered all the questions.. her name is Andrea Bell. You should be proud ro have her in your company
size="3">
We are so sorry that our customer had any difficulty getting in
touch with us to initially discuss these concerns. We assure our customer that
is not the normal case for our offices and we continually remain available 7
days a week to assist our valued customers.
We also apologize that our customer is at all unhappy with the merchandise
they personally selected and assure them that we have initiated an appropriate
resolution offer in which our business suffers several losses to accommodate
them.
Per the sales invoice that this customer signed and fully agreed
to ( I have a copy of the signed policy document and if necessary can submit to
Revdex.com) at the time of sale:
Our refund policy is as follows:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The information the customer has posted regarding our technician’s
findings is not accurate. I have included a document containing photos of the
merchandise and I have posted the technician’s report below from 8.20.2015:
8/20/12
1212-1229PM
TECH
[redacted]
[redacted]
SLEEP SOFA- SLPR MECH UP TO STANDARDS
- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS
ARE SHORTER THE REST OF LEGS
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
RCL CHR = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO
RCL
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
At
this time we have addressed the customer’s preference concerns with the
merchandise to the best of our ability as a business. We have filed a Personal
Injury Report on the customer’s behalf to our insurance provider, confirmed
there are no defects within the items (our
technicians report/pictures relays that the items are in safe condition), and
gone above and beyond to offer this customer a reselection credit with no new
delivery charge.
As
a business we are offering to take back merchandise that we cannot resell as
new even though there are no defect concerns present and cover the cost
associated with paying a new delivery team to bring out whatever merchandise
the customer feels will suit their desires better. We care very much to satisfy
all of our customers and assure this customer we are only trying our best to
help get them product they are happy with.
We stand behind the resolution we have in place as the most fair
and accurate given all facts associated with this case.
Kindest Regards,
[redacted] A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We sincerely sympathize for the 2...
failed deliveries we have
had on this customer’s account. We do
not see however the details which the customer has expressed in this
complaint. We welcome the customer’s
response if the information we have does not fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th. On that date everything
was successfully delivered into the home.
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted. We allowed a courtesy
reselection on these pieces. This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home. This is a complete loss to us and
we only charge a new delivery fee for the reselection. I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged. These damages may have occurred during the
loading or delivery process. These were
not manufacturing defects that would have been found during an inspection. On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures. We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will. We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish. We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. The exchange of the mattress is scheduled for
7.27.16
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.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for 6 months and they want to offer me free shipping... its just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do...
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to make our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues in the store and it appears the customer has chosen to schedule
another delivery instead of canceling for a refund. We have called the customer to schedule the
delivery many times. We had a delivery
scheduled with the customer on 1.10.17.
The team was at the building during the estimated timeframe. The door man was unable to locate the customer. The team waited at the building for fifteen
minutes before moving on. During that
time several calls were made trying to reach the customer.
If the customer would like to cancel this order for a
refund she can do so anytime up until delivery.
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.
Complaint: [redacted]
r, is a partial refund in the amount of $900 with a $200 store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the 7 day response time I have to keep this claim open).
I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy. As such, I will need the specific details of their offer with dates to close this claim.
Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer c
The actual offer the company verbalized to me over the phone is unacceptable because:
1- I do not want the store credit and will never visit this establishment. I am asking for a full refund in the exact amount charged $1,055.85, which includes a $99 delivery fee. While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services.
2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers. However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it. The company has had my payment since April 15, 2016. I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date.
3- I request that the next offer states exactly what the company will do and how they will do it. I held up my end of the trade and shouldn’t have to do anything else. The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say. Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again. If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday pick-up day). If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.
Revdex.com, this complaint is beyond a refund to little ole me. The company is dishonest, their policies are deceitful and their practices are predatory. I beseech you to thoroughly investigate this company. The quality of the furniture in the store is completely different than what they actual make and send to consumers. The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently. The absolute no refund policy is appalling. The way the consumer is informed of this policy is intentionally misleading and purposely perplexing. Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is demonstration of the verbal berating dissatisfied customers have to deal with.
If this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities.
Sincerely,
[redacted]
I bought new furniture from the [redacted] store, everything was great a first, but 5 days after most of the furniture was delivered, the reclining couch stopped working, it seems that the switch went bad. I called about a repair, which I bought the extended warranty on the couch, they showed up a couple days later and took a picture and told me exactly what I had told them it doesn't work. The man told me that he would put a order in to replace the switch. A few days went by without anyone calling I contacted them and they said that the part is back order for another 35 days. At this point I asked if they could replace it or if I could return the item and the supervisor said they could not because it was already in the house. They suck
Good Morning Revdex.com,
size="3">
I have attached for your and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands. We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response becaus
Photos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging
Sincerely,
[redacted]
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 called Bob's today and set up for them to pick up the mattress and give us the refund. Thank you very much for your help!
Sincerely,
[redacted]
Good Afternoon
italic;">[redacted]
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 refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (4/25/16). I can
certainly understand the immediate need to have your funds back on such a large
purchase like this and I feel terrible about any delay that may have occurred
in between our release and your bank’s (or the bank the credit is thru)
reallocation of these funds. Normally we provide customers with a 5-7 business
day estimated complete processing time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you.
I would expect that the funds be completely reallocated to your
method of payment by this Friday (4/29/16) which would meet our expectations of
a maximum seven business day processing time, if this is not the case, please
feel welcome to respond back to us via this Revdex.com channel and we will preform
more extensive research with our Accounting Department.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the
processing time associated with the bank your card is thru.
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back in
our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
We are very sorry for any issues this...
customer may be having with their
account. We did find a purchase
delivered to a customer by this name, but to a different address and phone
number. This delivery was made in
December 2015. We would need
confirmation from this customer to confirm that this is the correct account
before any action can be taken on the customer’s behalf. We would need the customer to provide the
delivery address or phone number used for the purchase.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I...
personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.
I conveyed to [redacted] how sorry we were
for any confusion set forth during his time of sale and the fact that the sales
sheets we have with his signature clearly indicate a delivery date of 4.16.2015
as scheduled and agreed to by the customer. We most certainly failed on getting
him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario
we have acted at the most escalated levels possible and were able to
accommodate getting [redacted] the merchandise a day previous to what his
agreement cites (4.15.2015).
I last spoke with [redacted] on 4.15.2015
and confirmed that the delivery was taking place that evening. In checking on
[redacted] account this morning (4.16.2015) our records indicate his merchandise
was delivered successfully on 4.15.2015.
We do hope that [redacted] sees our efforts
and understands that moving merchandise this rapidly when loaded for a different
date is usually an impossible task to accomplish and due to the diligence and
extreme effort set forth by many different departments, including the third
party delivery company we contract with, we went above and beyond to honor his
demands as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
From: [redacted]
Sent: Thursday, June 19, 2014 12:01 AM
To: [email protected]
Subject: Regarding Complaint ID: [redacted]
To whom it may concern,
I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/2014 against Bob’s Discount Furniture.
I had stated that I wanted Bob’s to honor their agreement.
Fortunately for me I was able to find a mattress at a different business which I purchased.
Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled
orders that I had placed with them.
Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen
to other unsuspecting consumers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We did complete the exchange on 8.9.16. At this time we believe all issues to be
rectified. We have compensated this customer
with both refund of the delivery fee and an additional gift card. We truly hope the customer is satisfied with
the merchandise that is in the home at this time.
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
Good Afternoon Revdex.com, Please pass on our sincerest apologies...
for the inconvenience this sales/delivery experience caused our customer.
There is no doubt after reviewing this complaint that we failed our customer on
several different levels and we remain very embarrassed regarding the failures
we caused to our customer.
We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after the completion of their delivery. At
this time the customer’s account reflects that the new merchandise has been
successfully delivered as of 8.28.2015.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an exception in
this case to work above our normal compensation guidelines and policies. The
customer’s account reflects that once the returning merchandise has been fully
checked into our warehouse a refund of $1095.39 will be made to the customer’s
original method of payment. This refund does not include the charge for the
initial delivery and given all the disappointment our customer has been thru
and during such an important time in her family’s life, I do not feel it is
fair that she be charged a delivery fee at all. I have listed one option below
that returns the delivery fee to our customer in full, if she is not willing to
give us another chance I cannot say that I blame her. I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($229.99).
We look forward to hearing back from our customer and we apologize
again for the concerns our failures caused to her family.
Kindest Regards, [redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
The sales girl was great. Explain everything and knew about the products. She was a pleasuer doing business with..we went in with a return and ahe took her time to help us and answered all the questions.. her name is Andrea Bell. You should be proud ro have her in your company
Good Afternoon Revdex.com,
size="3">
We are so sorry that our customer had any difficulty getting in
touch with us to initially discuss these concerns. We assure our customer that
is not the normal case for our offices and we continually remain available 7
days a week to assist our valued customers.
We also apologize that our customer is at all unhappy with the merchandise
they personally selected and assure them that we have initiated an appropriate
resolution offer in which our business suffers several losses to accommodate
them.
Per the sales invoice that this customer signed and fully agreed
to ( I have a copy of the signed policy document and if necessary can submit to
Revdex.com) at the time of sale:
Our refund policy is as follows:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The information the customer has posted regarding our technician’s
findings is not accurate. I have included a document containing photos of the
merchandise and I have posted the technician’s report below from 8.20.2015:
8/20/12
1212-1229PM
TECH
[redacted]
[redacted]
SLEEP SOFA- SLPR MECH UP TO STANDARDS
- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS
ARE SHORTER THE REST OF LEGS
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
RCL CHR = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO
RCL
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
At
this time we have addressed the customer’s preference concerns with the
merchandise to the best of our ability as a business. We have filed a Personal
Injury Report on the customer’s behalf to our insurance provider, confirmed
there are no defects within the items (our
technicians report/pictures relays that the items are in safe condition), and
gone above and beyond to offer this customer a reselection credit with no new
delivery charge.
As
a business we are offering to take back merchandise that we cannot resell as
new even though there are no defect concerns present and cover the cost
associated with paying a new delivery team to bring out whatever merchandise
the customer feels will suit their desires better. We care very much to satisfy
all of our customers and assure this customer we are only trying our best to
help get them product they are happy with.
We stand behind the resolution we have in place as the most fair
and accurate given all facts associated with this case.
Kindest Regards,
[redacted] A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We sincerely sympathize for the 2...
failed deliveries we have
had on this customer’s account. We do
not see however the details which the customer has expressed in this
complaint. We welcome the customer’s
response if the information we have does not fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th. On that date everything
was successfully delivered into the home.
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted. We allowed a courtesy
reselection on these pieces. This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home. This is a complete loss to us and
we only charge a new delivery fee for the reselection. I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged. These damages may have occurred during the
loading or delivery process. These were
not manufacturing defects that would have been found during an inspection. On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures. We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will. We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish. We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. The exchange of the mattress is scheduled for
7.27.16
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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for 6 months and they want to offer me free shipping... its just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do...
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to make our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues in the store and it appears the customer has chosen to schedule
another delivery instead of canceling for a refund. We have called the customer to schedule the
delivery many times. We had a delivery
scheduled with the customer on 1.10.17.
The team was at the building during the estimated timeframe. The door man was unable to locate the customer. The team waited at the building for fifteen
minutes before moving on. During that
time several calls were made trying to reach the customer.
If the customer would like to cancel this order for a
refund she can do so anytime up until delivery.
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