Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount Furniture. We further apologize that our customer was informed that an
appointment time after 5:00pm could be honored. This is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late.
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concerns. The credit number associated with this reselection
is: [redacted].
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right.
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering machine for their follow up.
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product.
Our records indicate that this
sofa was delivered to our customer on 09/14/2012 and this concern was first
reported to us on 12/01/2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the [redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture.
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documents. We cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘[redacted]’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan.
The technician
report we were provided on 12.05.2014 indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to normal use over the
period of years that the customer has maintained the merchandise. It is completely
common and should be expected that any seat of any product loose resiliency
over a period of usage. In most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushions. As animal
damage is not a normal wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages.
[redacted] is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbished. There is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspring. If it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look new. If it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or another. I am not satisfied with the service or the product.
Sincerely,
[redacted]
Good
Afternoon Revdex.com,
I spoke with
[redacted] today (8.05.2014) as he requested and I am currently working with him
directly to seek resolution for his concern. [redacted] has agreed to submit photos
of the table to me and working off these photos I can research the best
possible avenue to satisfy our customer. Bobs Discount Furniture is truly sorry
for any confusion that may have been set forth during the time of sale and for
the lack of care [redacted] has received when speaking with the [redacted] company. We
are grateful for the opportunity to assist our customer directly.
I have
emailed [redacted] with my direct contact information and if for some reason that
email did not go thru please pass along my email and my phone to him:
[redacted]
###-###-####
/ [redacted]
Revdex.com:
Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I was able to view one attachment of photo as sent to me in this
rebuttal. I apologize for the disappointment this customer is experiencing with
his product and I also apologize if there was confusion set forth within our
first response. We were meaning to educate the customer on the fact that any
type of leather can and will eventually show signs of wear in a high traffic
area. The leather that this sofa is manufactured with is warrantied through its
manufacturer for a period of one year and I have attached the vendor specific
warranty that details this specific concern is not covered within the already
expired warranty.
Please know that there are various types of leather and various ways
different producers/fabricators treat leather based on the product’s expected
shelf life and any foreseen obstacles. For instance the seats in your car are
factory-made to withstand elements of weather such as the high temperature most
vehicles experience in the summer. Your home normally does not reach
temperatures close to 100 degrees therefore the leather is treated differently
based on its industry standard. Mass- produced furniture products that have
leather are built to last through the expected warranty that is set forth by
the vendor that produced the product. Here at Bobs we offer different types of
leather based on price point and expected usage. As the retailer our
responsibility is to honor manufacturing defects through the life of the
manufacturing warranty associated with the product in question. We were not
made aware of this customer’s disappointment until several years after the
warranty had expired.
Bobs Discount Furniture is an exceptional company in the fact that
we work hard everyday to try and provide our customer’s with valuable resolution
options for their concerns. Within these offers for resolution we must remind
ourselves that we are still a business and should always consider balancing the
needs of our customer with the needs of our business. We believe in fair
options for resolution so that we may have the ability to offer all out
customer’s consistent excellent service.
We can offer to assist this customer in purchasing replacement
parts for this sofa, and should the customer choose to agree to this option we
will perform an installation of these parts at no cost to the customer. We are
unable to take full responsibility for this damage and would like to reach out
to help this customer with a reasonable option considering all angles of this
claim. From what I can see from the one photo that you have sent to me it looks
like the ‘Inside back’ of this sofa’s right side facing and left side facing
portions would need to be replaced in order to resolve the concerns of fading. Should
there be more damages present to the seats or other portions of the product
more replacement parts may be needed. We can offer to credit this customer 10%
off of his total cost for replacement parts and perform the installation as a
courtesy to him. Because the customer is so far out of the original warranty,
Bobs Discount Furniture would not be able to guarantee the purchased parts or
courtesy workmanship. Should the customer want a different furniture company to
install these parts we can provide a 20% discount off of his total purchase
price for needed parts.
I apologize again for the aggravation this complaint is causing
our customer and I truly hope that he understands our position and accepts one
of our valuable options to resolve his concern.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with a
supervisor Monique and been offered a reselection. We can understand why this customer has lost
confidence in our ability to get this exchange completed. The two exchange attempts came to the customer
with minor cosmetic damages and were refused.
If the customer had called in with the delivery team there we could have
advised her to accept one of those so that the kids again had the bed in tact,
and we could have offered service to touch up the cosmetic imperfections.
If the customer would like to go to the store and
reselect we can certainly honor that request, we did offer her compensation,
which has been applied to the account which could be used toward the new sale.
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.
Our records from this sofa
purchase show no indication
of any claim made directly to us for a concern of tearing. In fact we show no
conversations at all with this customer since their delivery day of 09/15/2015.
The paperwork we provide at the
time of sale indicates that our business (Bobs Discount Furniture) covers occurrences
of manufacturing defects – I.E – a tear that occurs on the seam work of the
merchandise. The paperwork provided goes on to explain that the [redacted] company
provides coverage against covered accidental occurrences of tearing within
their very own terms and conditions.
The protection plans we sell are
far from a scam however I don’t believe the customer is referencing the
appropriate business within their complaint. Should the customer wish to
elaborate on their concern further we welcome it however at this time I believe
their dispute is with a claim they made thru [redacted] and not Bobs Discount
Furniture.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would also like to say thank you for working with me and being understanding about the situation. I am extremely satisfied with the resolution.
Sincerely, *** ***
size="3">
Please pass on our sincere apologies for the concerns our customer
has experienced with the delivery of their merchandise.
We have verbally confirmed our customer’s acceptance of their
merchandise and complete satisfaction with their order/ complaint today
(11.17.2015).
Based on our direct communication with this customer our business
considers this concern closed as resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please let me know what the next steps are in order to replace the broken sofa with another one from Bobs. Thank you.
Sincerely,
[redacted]
Dear Revdex.com,I called and spoke with Ms. [redacted] this afternoon and she expressed her concerns with the dining chairs. As a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different set. Ms. [redacted] was appreciative of the offer and...
understood the terms of the credit. She will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates Ms. Wilders business and apologizes for any and all inconvenience we have caused.Thanks[redacted]
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their purchase experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no matching account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Good Afternoon Revdex.com,
I have reached out to [redacted] directly by...
email today (7.14.2014). Please see a
copy of the email I sent below:
Good Afternoon [redacted],
My name is Stephanie
Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate
Liaison. I am writing to you to apologize for the terrible experience you have
endured while purchasing and taking possession of your new home furnishings
from us. I do understand the reasons why you are frustrated with us and I
assure you that it is never our intention to disappoint our customers from any
level of our business.
Our records currently
reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is
this correct?
I do agree that at
this point we owe you more than just the delivery of your merchandise. If you’d
like me to do so I’d be grateful for the opportunity to assist you on a direct
basis. You can email me at this email address or you can contact me directly by
phone at ###-###-#### (Monday – Friday 8:30a -4:00p).
I apologize again for
all the frustrations we have caused you and for the sad fact that you had to
personally seek out a way to escalate your concerns on your own. I thank you
for providing us with the details of your poor experience so that we can
address our faults and work to grow as a company.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with...
a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very
sorry that this customer is not completely satisfied with the adjustable bed
the purchased from Bob’s. Bob’s Discount Furniture has one of the most
comprehensive mattress comfort policies in the industry. This policy is for the mattress only. I am sorry if the customer feels there was
any miscommunication from the store in explaining this policy. It is noted on each customer’s sales order,
directly above where the customer signs at time of purchase. There are two areas on the sales order that I
would like to call attention to. The
first area is under the Refunds and Cancelation Policy:
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 other
area to note is the Mattress Satisfaction Policy:
If you are
unhappy with the comfort of your mattress after having slept on it for
thirty (30) days, please call our Customer Care Center at ###-###-#### within
sixty (60) days of your delivery and one of our representatives will arrange
for you to make a onetime re-selection on your mattress only.
This
does state that only the mattress is included in the return policy. We did have our tech come out to the home on
8.17.16, determined that there were no manufacturing defects present in this
set. We would not be able to return this
merchandise on a preference issue. If
the customer is finding the mattresses to be uncomfortable, we can certainly
offer the comfort reselection they are entitled to. Bases are not eligible for return.
I
have attached a copy of this customer’s specific sales order for review.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have...
shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount Furniture. We further apologize that our customer was informed that an
appointment time after 5:00pm could be honored. This is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late.
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concerns. The credit number associated with this reselection
is: [redacted].
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good...
Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right.
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering machine for their follow up.
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good...
Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product.
Our records indicate that this
sofa was delivered to our customer on 09/14/2012 and this concern was first
reported to us on 12/01/2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the [redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture.
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documents. We cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘[redacted]’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan.
The technician
report we were provided on 12.05.2014 indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to normal use over the
period of years that the customer has maintained the merchandise. It is completely
common and should be expected that any seat of any product loose resiliency
over a period of usage. In most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushions. As animal
damage is not a normal wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages.
[redacted] is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbished. There is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspring. If it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look new. If it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or another. I am not satisfied with the service or the product.
Sincerely,
[redacted]
Good
Afternoon Revdex.com,
I spoke with
[redacted] today (8.05.2014) as he requested and I am currently working with him
directly to seek resolution for his concern. [redacted] has agreed to submit photos
of the table to me and working off these photos I can research the best
possible avenue to satisfy our customer. Bobs Discount Furniture is truly sorry
for any confusion that may have been set forth during the time of sale and for
the lack of care [redacted] has received when speaking with the [redacted] company. We
are grateful for the opportunity to assist our customer directly.
I have
emailed [redacted] with my direct contact information and if for some reason that
email did not go thru please pass along my email and my phone to him:
[redacted]
###-###-####
/ [redacted]
Revdex.com:
Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I was able to view one attachment of photo as sent to me in this
rebuttal. I apologize for the disappointment this customer is experiencing with
his product and I also apologize if there was confusion set forth within our
first response. We were meaning to educate the customer on the fact that any
type of leather can and will eventually show signs of wear in a high traffic
area. The leather that this sofa is manufactured with is warrantied through its
manufacturer for a period of one year and I have attached the vendor specific
warranty that details this specific concern is not covered within the already
expired warranty.
Please know that there are various types of leather and various ways
different producers/fabricators treat leather based on the product’s expected
shelf life and any foreseen obstacles. For instance the seats in your car are
factory-made to withstand elements of weather such as the high temperature most
vehicles experience in the summer. Your home normally does not reach
temperatures close to 100 degrees therefore the leather is treated differently
based on its industry standard. Mass- produced furniture products that have
leather are built to last through the expected warranty that is set forth by
the vendor that produced the product. Here at Bobs we offer different types of
leather based on price point and expected usage. As the retailer our
responsibility is to honor manufacturing defects through the life of the
manufacturing warranty associated with the product in question. We were not
made aware of this customer’s disappointment until several years after the
warranty had expired.
Bobs Discount Furniture is an exceptional company in the fact that
we work hard everyday to try and provide our customer’s with valuable resolution
options for their concerns. Within these offers for resolution we must remind
ourselves that we are still a business and should always consider balancing the
needs of our customer with the needs of our business. We believe in fair
options for resolution so that we may have the ability to offer all out
customer’s consistent excellent service.
We can offer to assist this customer in purchasing replacement
parts for this sofa, and should the customer choose to agree to this option we
will perform an installation of these parts at no cost to the customer. We are
unable to take full responsibility for this damage and would like to reach out
to help this customer with a reasonable option considering all angles of this
claim. From what I can see from the one photo that you have sent to me it looks
like the ‘Inside back’ of this sofa’s right side facing and left side facing
portions would need to be replaced in order to resolve the concerns of fading. Should
there be more damages present to the seats or other portions of the product
more replacement parts may be needed. We can offer to credit this customer 10%
off of his total cost for replacement parts and perform the installation as a
courtesy to him. Because the customer is so far out of the original warranty,
Bobs Discount Furniture would not be able to guarantee the purchased parts or
courtesy workmanship. Should the customer want a different furniture company to
install these parts we can provide a 20% discount off of his total purchase
price for needed parts.
I apologize again for the aggravation this complaint is causing
our customer and I truly hope that he understands our position and accepts one
of our valuable options to resolve his concern.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with a
supervisor Monique and been offered a reselection. We can understand why this customer has lost
confidence in our ability to get this exchange completed. The two exchange attempts came to the customer
with minor cosmetic damages and were refused.
If the customer had called in with the delivery team there we could have
advised her to accept one of those so that the kids again had the bed in tact,
and we could have offered service to touch up the cosmetic imperfections.
If the customer would like to go to the store and
reselect we can certainly honor that request, we did offer her compensation,
which has been applied to the account which could be used toward the new sale.
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 Morning Revdex.com,...
Our records from this sofa
purchase show no indication
of any claim made directly to us for a concern of tearing. In fact we show no
conversations at all with this customer since their delivery day of 09/15/2015.
The paperwork we provide at the
time of sale indicates that our business (Bobs Discount Furniture) covers occurrences
of manufacturing defects – I.E – a tear that occurs on the seam work of the
merchandise. The paperwork provided goes on to explain that the [redacted] company
provides coverage against covered accidental occurrences of tearing within
their very own terms and conditions.
The protection plans we sell are
far from a scam however I don’t believe the customer is referencing the
appropriate business within their complaint. Should the customer wish to
elaborate on their concern further we welcome it however at this time I believe
their dispute is with a claim they made thru [redacted] and not Bobs Discount
Furniture.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would also like to say thank you for working with me and being understanding about the situation. I am extremely satisfied with the resolution.
Sincerely, *** ***
Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies for the concerns our customer
has experienced with the delivery of their merchandise.
We have verbally confirmed our customer’s acceptance of their
merchandise and complete satisfaction with their order/ complaint today
(11.17.2015).
Based on our direct communication with this customer our business
considers this concern closed as resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please let me know what the next steps are in order to replace the broken sofa with another one from Bobs. Thank you.
Sincerely,
[redacted]
Dear Revdex.com,I called and spoke with Ms. [redacted] this afternoon and she expressed her concerns with the dining chairs. As a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different set. Ms. [redacted] was appreciative of the offer and...
understood the terms of the credit. She will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates Ms. Wilders business and apologizes for any and all inconvenience we have caused.Thanks[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their purchase experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no matching account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel 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,
I have reached out to [redacted] directly by...
email today (7.14.2014). Please see a
copy of the email I sent below:
Good Afternoon [redacted],
My name is Stephanie
Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate
Liaison. I am writing to you to apologize for the terrible experience you have
endured while purchasing and taking possession of your new home furnishings
from us. I do understand the reasons why you are frustrated with us and I
assure you that it is never our intention to disappoint our customers from any
level of our business.
Our records currently
reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is
this correct?
I do agree that at
this point we owe you more than just the delivery of your merchandise. If you’d
like me to do so I’d be grateful for the opportunity to assist you on a direct
basis. You can email me at this email address or you can contact me directly by
phone at ###-###-#### (Monday – Friday 8:30a -4:00p).
I apologize again for
all the frustrations we have caused you and for the sad fact that you had to
personally seek out a way to escalate your concerns on your own. I thank you
for providing us with the details of your poor experience so that we can
address our faults and work to grow as a company.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with...
a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very
sorry that this customer is not completely satisfied with the adjustable bed
the purchased from Bob’s. Bob’s Discount Furniture has one of the most
comprehensive mattress comfort policies in the industry. This policy is for the mattress only. I am sorry if the customer feels there was
any miscommunication from the store in explaining this policy. It is noted on each customer’s sales order,
directly above where the customer signs at time of purchase. There are two areas on the sales order that I
would like to call attention to. The
first area is under the Refunds and Cancelation Policy:
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 other
area to note is the Mattress Satisfaction Policy:
If you are
unhappy with the comfort of your mattress after having slept on it for
thirty (30) days, please call our Customer Care Center at ###-###-#### within
sixty (60) days of your delivery and one of our representatives will arrange
for you to make a onetime re-selection on your mattress only.
This
does state that only the mattress is included in the return policy. We did have our tech come out to the home on
8.17.16, determined that there were no manufacturing defects present in this
set. We would not be able to return this
merchandise on a preference issue. If
the customer is finding the mattresses to be uncomfortable, we can certainly
offer the comfort reselection they are entitled to. Bases are not eligible for return.
I
have attached a copy of this customer’s specific sales order for review.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have...
shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]