Revdex.com-
We absolutely understand this customer’s frustration with this
exchange and we agree. I have changed
the exchange to reflect that we will not be charging a new delivery fee. It is not the customer’s fault that the store
is not able to take back the damaged product.
We will absolutely make this right, we tried to reach the customer to
schedule the exchange, we were only able to leave messages at both
numbers.
We are very sorry for the delay in the replacement of the
mattress, please have the customer call either the store or customer care at their
earliest convenience to schedule the exchange.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again. As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that). Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact.
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.
Bob's did resolve this and I am very thankful. However it was not until I called corporate and reached out to you that this was resolved. Pam from the goof proof called me right away to resolve this problem. Their customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaint. I suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stone. I was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service.
Sincerely,
[redacted]
Revdex.com:
Tell Bob's I am not an it. I read the disclosure and it is misleading. I have already joined the Class Action Lawsuit against them.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 7.3.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 1.4.17. The report was noted that it was not a
manufacturing defect. There is
extensive frame damage to the piece. We
do not know what might have caused this in the home. There are many ways damage like this can
occur. If there was an accident, a
single accident that the customer is aware of that might have been the cause
the customer can submit a claim to [redacted].
This company is horrible! They charge outrageous prices for their poor quality furniture. Their customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with you. 4 deliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken.
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 would want the gift card for $100 mailed to my address.
Sincerely,
[redacted]
Good Afternoon [redacted]
I tried to reach you today to discuss. Please feel free to reach out to me tomorrow
or you can email with the issues you would like us to take into consideration
or the best number to reach you during the day. [redacted]
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will take the store credit and they agree I will not have to pay shipping when I choose another item.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture has contacted me and they have received the information they were asking for. I received an email that my bed is no longer available but they are willing for me to choose a bed from the store of the same value. Just waiting for a response on when to choose a bed. Bob's working with me in order to put this behind us.
Sincerely,
[redacted]
Good Morning Revdex.com,
Our records indicate that this customer’s requests have been fulfilled and monetary refunds have been processed to resolve all concerns listed within our communication history. I am so sorry we were unable to satisfy our customer and I do hope our customer will give us another chance to earn her trust back in the future.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:The business has decided to schedule an exchange delivery. I have scheduled this for one week from today. I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as the business follows through with the scheduled delivery, this resolution is satisfactory to me.
Sincerely,
[redacted]
Bob's Furniture is a disgrace to businesses and their insurance is a way to steal from their customers. I have a sofa that is broken due to a manufacturer's defect and even with the $300 insurance they won't address it or even respond to an inquiry. DO NOT BUY FROM BOB'S EVER!
Good Morning Revdex.com,
I feel very saddened by the fact that our customer is not
satisfied with our option to provide them with the merchandise they originally
purchased. Just as you have given us the opportunity to do we are only seeking
a chance to earn our customer’s trust back. Please pass on to our customer that
I am a direct representative from Bobs Discount Furniture and once there is a
member of our corporate offices involved in any claim the Customer Care
Department is not expected to provide additional follow up because we do not
want a duplication of efforts or more confusion for our customer.
Our primary goal is to make the product failure right and
personally having been in this business for several years, including time as a
sales professional for our stores, I see no reason why an ottoman cannot be
used as a seat and I have already made a distinct effort to ensure every agent
this customer spoke with has been properly coached on how to better handle this
specific situation in the future. If this customer’s primary concern is the
difference in communication between our store and customer care, a product she
feels should be deemed defective and continued follow up from our company; then
this concern has been addressed appropriately by our business with a valuable
option for resolution. I apologize that this is not the exact option for
resolution this customer is seeking but we so stand behind the quality of our
products, which is another reason why I am so confident that a replacement
ottoman would not cause this customer any more grief.
We can make two final offers to her in a show of extreme exertion
to provide satisfaction to this customer. I will list all three options below
to illustrate the exertions we are applying to meet this customer’s needs while
balancing the needs of our business.
1.
The already
existing even exchange of the factory fresh ottoman option –please note that
the customer’s 5 year protection does not change with this option.
2.
If the customer keeps the current ottoman they
have in the home ‘AS-IS’ we will void their current warranty plan on that
ottoman and refund 60% of the purchase price for the ottoman.
3.
If the customer keeps the current ottoman they
have in the home ‘AS –IS’ We can provide the customer with a store credit for
the purchase price of the ottoman ($199) and the customer can come use this
credit to purchase another ottoman or a different item from our showrooms. This
credit will never expire.
Thank you,
[redacted]. [redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com-
While
I can personally identify with a consumer’s need for an apology outside of
making the concern right, we have worked at a higher level to make those
requests happen. I can certainly
understand how frustrating having to go through this many deliveries must be.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
With
that in mind, we can offer the customer their choice of options.
1)
we can offer the compensation in the form of a Bob’s gift card in
the amount of the delivery fee paid ($130)
2)
we can offer the compensation that was already offered ($80) as a
refund to the method of payment
The
customer can simply reply to this posting or call into customer care to advise
which option they would like.
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 am still waiting for my refund from Bob's. Once I receive it, I will notify you.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my...
call.
You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.
I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].
Sincerely,
[redacted]
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have honored the customer’s request for a refund of the
delivery fee ($229.99) as a form of our apology. In addition to this, due to the added issue of
the customer having to go to the store to pickup the foundation, I would like
to offer an E-Gift Card in the amount of $100.
We do not normally offer an additional compensation beyond refunding the
delivery fee, but I do believe this customer is owed an additional apology.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Please pass on our apologies in
regards to any confusion that may have been present during the time of sale.
Our records indicate that the
three stools were purchased along with a protection plan that cost $49.99 and
our customers commonly sign a copy of their sales receipt indicating that they
are in agreement to all charges listed. Is this claimant stating that there wasn’t
an agreement signed for the charges made? Please have them clarify so I can
research the concern further if needed.
Also in reference to the chairs
returning the client has paperwork set up for the return of the chairs already
and our records last indicate that they spoke with us to ask if they were able
to use their returning credit online.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning...
Revdex.com-
We absolutely understand this customer’s frustration with this
exchange and we agree. I have changed
the exchange to reflect that we will not be charging a new delivery fee. It is not the customer’s fault that the store
is not able to take back the damaged product.
We will absolutely make this right, we tried to reach the customer to
schedule the exchange, we were only able to leave messages at both
numbers.
We are very sorry for the delay in the replacement of the
mattress, please have the customer call either the store or customer care at their
earliest convenience to schedule the exchange.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again. As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that). Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact.
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.
Bob's did resolve this and I am very thankful. However it was not until I called corporate and reached out to you that this was resolved. Pam from the goof proof called me right away to resolve this problem. Their customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaint. I suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stone. I was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service.
Sincerely,
[redacted]
Revdex.com:
t. I read the disclosure and it is misleading. I have already joined the Class Action Lawsuit against them.
Tell Bob's I am not an i
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 7.3.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 1.4.17. The report was noted that it was not a
manufacturing defect. There is
extensive frame damage to the piece. We
do not know what might have caused this in the home. There are many ways damage like this can
occur. If there was an accident, a
single accident that the customer is aware of that might have been the cause
the customer can submit a claim to [redacted].
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This company is horrible! They charge outrageous prices for their poor quality furniture. Their customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with you. 4 deliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken.
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 would want the gift card for $100 mailed to my address.
Sincerely,
[redacted]
Good Afternoon [redacted]
I tried to reach you today to discuss. Please feel free to reach out to me tomorrow
or you can email with the issues you would like us to take into consideration
or the best number to reach you during the day. [redacted]
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will take the store credit and they agree I will not have to pay shipping when I choose another item.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture has contacted me and they have received the information they were asking for. I received an email that my bed is no longer available but they are willing for me to choose a bed from the store of the same value. Just waiting for a response on when to choose a bed. Bob's working with me in order to put this behind us.
Sincerely,
[redacted]
Good Morning Revdex.com,
Our records indicate that this customer’s requests have been fulfilled and monetary refunds have been processed to resolve all concerns listed within our communication history. I am so sorry we were unable to satisfy our customer and I do hope our customer will give us another chance to earn her trust back in the future.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:The business has decided to schedule an exchange delivery. I have scheduled this for one week from today. I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as the business follows through with the scheduled delivery, this resolution is satisfactory to me.
Sincerely,
[redacted]
Bob's Furniture is a disgrace to businesses and their insurance is a way to steal from their customers. I have a sofa that is broken due to a manufacturer's defect and even with the $300 insurance they won't address it or even respond to an inquiry. DO NOT BUY FROM BOB'S EVER!
Good Morning Revdex.com,
I feel very saddened by the fact that our customer is not
satisfied with our option to provide them with the merchandise they originally
purchased. Just as you have given us the opportunity to do we are only seeking
a chance to earn our customer’s trust back. Please pass on to our customer that
I am a direct representative from Bobs Discount Furniture and once there is a
member of our corporate offices involved in any claim the Customer Care
Department is not expected to provide additional follow up because we do not
want a duplication of efforts or more confusion for our customer.
Our primary goal is to make the product failure right and
personally having been in this business for several years, including time as a
sales professional for our stores, I see no reason why an ottoman cannot be
used as a seat and I have already made a distinct effort to ensure every agent
this customer spoke with has been properly coached on how to better handle this
specific situation in the future. If this customer’s primary concern is the
difference in communication between our store and customer care, a product she
feels should be deemed defective and continued follow up from our company; then
this concern has been addressed appropriately by our business with a valuable
option for resolution. I apologize that this is not the exact option for
resolution this customer is seeking but we so stand behind the quality of our
products, which is another reason why I am so confident that a replacement
ottoman would not cause this customer any more grief.
We can make two final offers to her in a show of extreme exertion
to provide satisfaction to this customer. I will list all three options below
to illustrate the exertions we are applying to meet this customer’s needs while
balancing the needs of our business.
1.
The already
existing even exchange of the factory fresh ottoman option –please note that
the customer’s 5 year protection does not change with this option.
2.
If the customer keeps the current ottoman they
have in the home ‘AS-IS’ we will void their current warranty plan on that
ottoman and refund 60% of the purchase price for the ottoman.
3.
If the customer keeps the current ottoman they
have in the home ‘AS –IS’ We can provide the customer with a store credit for
the purchase price of the ottoman ($199) and the customer can come use this
credit to purchase another ottoman or a different item from our showrooms. This
credit will never expire.
Thank you,
[redacted]. [redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
The Goof Proof has not contacted me at all about my claim. I will like a refund on my furniture, thank you.
Good
Afternoon...
Revdex.com-
While
I can personally identify with a consumer’s need for an apology outside of
making the concern right, we have worked at a higher level to make those
requests happen. I can certainly
understand how frustrating having to go through this many deliveries must be.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
With
that in mind, we can offer the customer their choice of options.
1)
we can offer the compensation in the form of a Bob’s gift card in
the amount of the delivery fee paid ($130)
2)
we can offer the compensation that was already offered ($80) as a
refund to the method of payment
The
customer can simply reply to this posting or call into customer care to advise
which option they would like.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I am still waiting for my refund from Bob's. Once I receive it, I will notify you.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my...
call.
You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.
I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have honored the customer’s request for a refund of the
delivery fee ($229.99) as a form of our apology. In addition to this, due to the added issue of
the customer having to go to the store to pickup the foundation, I would like
to offer an E-Gift Card in the amount of $100.
We do not normally offer an additional compensation beyond refunding the
delivery fee, but I do believe this customer is owed an additional apology.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,...
Please pass on our apologies in
regards to any confusion that may have been present during the time of sale.
Our records indicate that the
three stools were purchased along with a protection plan that cost $49.99 and
our customers commonly sign a copy of their sales receipt indicating that they
are in agreement to all charges listed. Is this claimant stating that there wasn’t
an agreement signed for the charges made? Please have them clarify so I can
research the concern further if needed.
Also in reference to the chairs
returning the client has paperwork set up for the return of the chairs already
and our records last indicate that they spoke with us to ask if they were able
to use their returning credit online.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison