Revdex.com & [redacted]
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 appreciate your response and although I don’t consider the
problem “resolved” I will settle the complaint with the hopes that this can be
a learning experience for your company. I believe that my complaint affects all
operations of your business and should be taken seriously to implement new
strategies and training, especially with the customer service. As a graduate
business student studying HR, hiring, training, and retaining the right talent is
the biggest investment you can make because when situations like this happen,
having employees to handle it maturely and respectfully is what will make or
break a company. If I even had one customer service representative truly
apologize and do whatever they can to fix the problem, I probably would not
have had to write this complaint. Everyone makes mistakes, things happen in the
warehouse, orders get mixed up, that’s the part that I understand. The part
that I didn’t understand is that no one tried to fix the problem, take accountability
for the problem, or truly apologize for the problem.
To address the issues on my account – I would not say that
the sofa situation ever got resolved. We never got the sofa or the chair in the
color we wanted. We order it months in advance for this reason. However we did
settle and we have couches. Our new table was delivered today and the nice
gentleman (which by the way, the delivery men have always been nice and
courteous) ended up deconstructing the old table and taking it with them, which
was what was supposed to happen in the first place. So in this case it was
resolved however, this brings us back to the customer service. The woman I
spoke with in [redacted] yesterday made it very clear that there was
absolutely no way the guys could take the old table today. I reminded her that
this is what we had scheduled to begin with and the last woman I spoke with (at
least told me) she double checked that the pick-up would occur at the same time
as the delivery. The woman I spoke with yesterday said there was absolutely no
way whatsoever that the guys would be able to take the table today. After I
said there has to be something you can do, she proceed to then get an attitude
with me and I got so frustrated with the lack of respect that I ended up having
to hang out. So what doesn’t make sense to me is that she was so certain that
they would not be able to take the table today and that there was absolutely
nothing they can do, and then the guys come today and take the old table like
it was no big deal. He even gave me the phone to speak to someone from customer
service that also made it seem like it was no big deal. Which I will also note,
the customer service rep said she had a note that we actually wanted to keep
the table, which is the complete opposite of everything that I have been trying
to accomplish with this replacement. No clue how that happened.
Anyway, the point is that there WAS something that the woman
could do yesterday when I spoke to her in KOP. They were able to take it and it
was not a big deal. Instead I got an extremely rude attitude and absolutely no
help on resolving the problem. That is the customer service issues that need to
be addressed with this company.
That being said Tiffany, I know none of this is your fault.
You have responded professionally and efficiently and I appreciate and accept
the gift card that you are offering and I hope when I decide to use it, I can
see some of these changes implemented. Above all, I hope that you can bring
these concerns to the leadership team at Bob’s Discount Furniture. I am sure
that they do not want these kinds of experiences happening in their store and I
believe that through training and development they can be resolved but they
need to be addressed instead of ignored.
Thanks so much for your help,
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. We are very sorry that we were not able to
make this right and the customer has chosen to cancel much of their order.
The store has made the necessary corrections and
cancelations to the order. They have
tried to reach the customer but were unable to leave a message. Due to internal security we are only able to
see the last four digits of the card that was originally used. In order to process the refund we would need
the customer to call or stop by the store with the credit card [redacted] ending in [redacted].
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud. He told us that it would be much quieter at home. that it was load due to the platform the bed was sitting on in the showroom. This was an out and out lie because the maintenance person told us that they were all that loud. We cannot use the massaging function at all due to the noise. It is useless. If the salesperson was honest from the beginning this would not be a problem. We were told that the Bed had a 60 guarantee and it was not specified to us that the base was not considered part of the Bed. As far as we were concerned the Bed was one product with the same 60 day guarantee not just the mattresses. In our minds the base is part of the bed and we were not told otherwise. They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase.
Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit. Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved.
The return policy was not relayed to us in full detail even when he had me sign the receipt. The salesperson told me to initial here in a rush to get the order complete. I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured. Bob's Furniture does not stand by their products and has lost this customer. I would not recommend Bob's to any of my friends or family.
Sincerely,
[redacted]
I apologize for the frustration you are experiencing while seeking to get your
claim resolved and I assure you that Bobs Discount Furniture cares very much to
resolve our customers concerns in a fair and adequate manner.
Our
records indicate that we last serviced your product on 3.21.2014 at this
address: [redacted]. This service was performed to you
as a courtesy outside of your warranty period with Bobs Discount Furniture and
we did not ask for a payment at this time. The Goof Proof plan you purchased at
time of sale is managed by a third party company called [redacted]. This plan did not extend
your one year product guarantee directly through Bobs, Goof Proof is designed
to protect against one time accidental occurrences of damage and I certainly
apologize for any misunderstanding that may have been presented to you during
the time of your purchase.
The Bobs
Discount Furniture warranty on your merchandise expired over two years ago. If
you would like Bobs to directly care for your merchandise outside of a warranty
period and after the merchandise has been physically handled and moved to a new
delivery address we would require a payment of $79.99 (+tax) from you.
We are
unable to take your merchandise back for a monetary refund as stated on your
original sales invoice that you signed at the time of purchase. If you’d like
to cancel the only coverage that remains on your merchandise I will approve
refunding the $99.99 you paid us for this plan as a courtesy. I apologize again
for the amount of time you have spent seeking resolution for your concerns and
I thank you for escalating your complaint so that we can evolve as a business
and ensure all of our customers are receiving the best care possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Our records indicate that this check was sent from our offices on
5.14.2014 to the address listed on our customer’s sales order. Our records
further indicate that the check has not been cashed yet however it was mailed
by us to:
[redacted]
We did expedite this check request as agreed upon with
our customer. If for some reason the check was lost or the customer did not receive
it we can perform a stop payment on the current check number and mail the
customer a new check. Please let me know if that’s the route Angela would like
to take as we have fully released her funds she is requesting from our end at
this time.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Please
pass on our sincerest apologies for the disappointment this customer is
experiencing with their Goof Proof Plan purchased in 2013. On the date the
customer purchased this merchandise our company offered the ‘Goof Proof Plan’
which offers 5 years accidental protection against a variety of occurrences that
can cause damage to the furniture. The consumer has outlined within their
attachment the reasons this third party company is denying their claim. The
sales flyer we provided at the time of sale for this plan indicates that ‘breakage
of wood’ is covered however it is displayed in several places (top and bottom
of the right side facing) that the coverage is for accidental damages. The
bottom of the sheet advises that ‘Accidental Coverages are from a single
incident’ therefore the customer not reporting an accidental incident
means that the coverage from this purchased plan does not apply. The plan has
not failed this consumer as the guidelines for coverage are not being honored.
As clearly depicted on the
copy of the sales invoice the customer provided, we expressed at this time of
the sale that Bobs Discount Furniture guaranteed the merchandise to be free
from any manufacturing defects for a period of one year from the date of
delivery or pick up. The customer had this delivered on 3.14.2013 so any
coverage directly thru Bobs expired on 3.14.2014. The first report of concern
for this was reported to us on 1.02.2015 meaning that the customer was already
outside of their warranty thru Bobs for nearly an entire year. No reports of
concern were made to us within their actual warranty period.
As a courtesy we sent a
factory trained technician out to the customer’s residence (at no charge to the
customer) to see if we were able to make a repair. This option placed our
customer’s needs beyond the needs of our business and the fact of the coverage
directly thru Bobs being void for an already good chunk of time. Regretfully
when our technician arrived to the home (his report depicts that there was a
baby sitter in the home to accept service appointment) he found that the legs
and footboard were cracked. He also reported that the post is loose due to
insert out of the leg and this concern was non-repairable.
As
a business it is reasonable for us to gage by this report that hardware that
was originally there has gone missing from the product causing overall
destruction to the frame and footboard. Our factory trained technician found no
defect in workmanship of the product present, this fact combined with the
remaining truth that the customer has no coverage remaining thru Bobs directly
regretfully leaves us with no further options for resolution.
While
we remain very sorry that this concern is unrepairable, the customer is outside
of the expressed coverage guidelines we set forth at the time of purchase (see
customer’s attachment), and that the claim has been denied due to lack of
accidental report thru the protection plan (Guardian) we are unable to offer
any further recourse for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: I have a [redacted] Chest for $249.00 that was returned. I do not see that anywhere. If you add that to the bedroom set of $550.00 it some to $799, not $715.85 which should have included tax.
Also the post floor lamp of $99.99 should be there too, unsure if that was taken off or not. Also the [redacted] Plus was returned for $129.99. Do not see that anywhere either.
Again, my total with tax for the 3 items that I have in my house at this time, with tax and everything I paid should be $986.28.
I don't completely understand why no one at Bob's can go over this with me and resolve this issue. They contracted the delivery men out, did not take back the furniture on day one, refused to take it back. Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned. This is bad business and very poor customer service.
Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Roman" size="3">
Please pass on our apologies for the frustration this
customer is experiencing with the sectional sofa purchased from us. We also
apologize for the alleged rude behavior the customer cites to have received from
one of our technicians. It is extremely rare that we receive complaints from
customers not wanting members of our service team back to their residence. Due
to restrictions of our computer system, in order to prevent a previous
technician from returning we must be made aware each time a service appointment
is created so we can send a specific request for that specific service date. I am
so sorry if our agents were properly informed by the customer while creating
the service appointment in question and the unwanted technician still showed up
to the home.
Our records show that this merchandise was delivered to the
customer on 10.24.2012 and the warranty protection the customer purchased on
this sofa is active through Bobs Discount Furniture for a period of five years
(expiring on 10.24.2017). While I can understand the customer’s aggravation
having had multiple services we have been keeping their best interest in mind.
In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement
of the merchandise. Should the customer
seek to have this merchandise replaced it will completely fulfill the protection
plan agreement on all three of these sectional pieces. Some of the issues the
customer has been reporting (seam separations) have been deemed manufacturing
defects however some of the concerns are related to normal wear and tear, in
example it is completely normal and should be expected that multiple seats
loose resiliency over a period of two years time. We have been continually
meeting our customer’s concerns with service as readily as we are able to.
We are more than happy to offer the option of replacement or
reselection to the customer under the parameters of the protection plan they
purchased should they fully understand
and accept that this replacement will use up the coverage they currently
maintain. On the sales order in question the cost of the plan was $149.99
to protect $1299.00 of merchandise for five years, based on the extremely low
price point we feel it is obvious as to why the plan is active for only five
years and would only allow the replacement of merchandise only one time (please
keep in mind the plan covers the cost of delivery/disposal fees associated with
the replacement as well).
Should the customer wish to purchase the plan on the
replacement merchandise that is always an additional option they can take advantage
of. I have listed below the available options for this customer’s concern in
terms of getting this merchandise replaced:
Option #1:
Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).
Should the customer want to purchase the plan again on the new sectional they
should make us aware of that choice so we can correctly set up the paperwork and
charge them for the new protection plan prior to scheduling an exchange date. We
will expect to remove the items the customer currently has in the home on the
same date we deliver the new replacement items.
OR
Option #2:
Initiate the ‘one time replacement option’ under the Goof
Proof Plus Plan and receive a store credit for the amount originally paid to us
on the sectional (THIS OFFER IS
EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would
allow the customer to pick out a different living room set and should they wish
to purchase the plan on the new set the customer can discuss this directly with
their new sales person while in our store. We will expect to remove the items
the customer currently has in the home on the same date we deliver the new
replacement items.
If the customer is still seeking a merchandise replacement
please ask that they respond to us with which option they would prefer through
this Revdex.com channel that they have opened for mediation purposes.
Revdex.com:
I have reviewed the response made by the business in reference to complaint[redacted] and find that this resolution is satisfactory to me.
There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.
Sincerely,
[redacted]
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no reason not to boast
about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. This
flyer as well as the customer’s sales invoice (which is signed by the
purchaser) also discloses that Bobs Discount Furniture offers coverage for factory
defects only and any occurrence of accidental damage must be reported thru the
Guardian company.
This claim was denied for several reasons
stated within the Terms and Conditions of the protection plan and every
consumer must adhere to the terms and condition in order to keep the plan fair
for all consumers alike. We do stand behind the reasoning for the claim being
denied and have included a copy of the terms and conditions page (as well as
the information –below) for your review.
The customer told Guardian that there was “scent
oil” spilled on the table – as indicated on the contract (and the sales flyer
we provided), scent oil is not listed as a coverable item to begin with.
Page
1- Right side facing:
PRODUCT
SPECIFIC COVERAGE:
3. WOOD AND HARD SURFACE:
a) Standard – Stains caused by any food or
beverage normally consumed by
humans; mold and mildew stains caused by food or
beverage spills; Breakage
of wood frame or structure or other hard surface
from single incident;
gouge, heat mark or liquid ring from single
incident; accidental breakage of
glass or mirror components (with the exception of
crowned or curved glass).
b) Wood Plus 1 – Checking, cracking,
bubbling, or peeling of finish from a
single incident.
c) Wood Plus 2 – Any chip or scratch of
glass or mirrors and loss of silvering on mirrors (with the exception of
crowned or curved glass).
Page
2 –Right side facing:
STEPS
TO MAKE A CLAIM:
2) Report all covered claims to Guardian at
[redacted] within 30 days
of the accidental staining or damage occurrence and Guardian
Customer Service Representatives will be ready to guide you through the service
process.
Regretfully Bobs Discount
Furniture has no control over the choices or resolutions offered by the
Guardian company directly and the portion of the plan they manage. We apologize
that we have no direct recourse to offer this customer relating to this
specific concern.
Should the customer feel they need
to pursue the denial result further they may do so with Guardian directly. I
have included the address for Guardian’s Revdex.com claims below for the customer’s
reference:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I have spoken with Mrs. [redacted] today (12.17.2015) and
we have agreed on a resolution option that she is comfortable with.
At this time our business considers this concern
resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they
have experienced with their furniture and our staff.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please
provide this customer with our genuine apology for the amount of time it has
taken for the customer to receive her returning funds. The amount of
compensation the customer states she should be receiving is correct and all of
our records indicate that the monetary funds have been properly released from
our accounting department as of today (3.29.2014). If the customer has not seen
the fund replenishment as of yet I would encourage that she contact the bank
who her credit card is managed by to inquire if there is an internal hold for
these funds on their end. I apologize again that we are still causing this
customer stress and I assure her that Bobs has provided her with the credit she
was promised.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I still disagree with what they have to say there is no explanation or reason as to why it took this long and this many attempts for them to fix a problem and how nasty they have treated me as a customer and for them to say they have no obgauation to compensate is complete out of line I can understand if it has happened once and they fixed it the next time but to have take this long and to continue to do nothing but send out garbage quality furniture is not my fault they need to just own up to the fact they have made huge mistakes and send a formal apologie and credit of $250 in the from of cash or check to fix the problems they have caused I have no use for a gift card for there business I need to pay for my stuff and can not do that with a gift card the need to own up to there mistakes plain and simple
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I will accept the terms of compensation for the $149.99 delivery fee once that is specified explicitly in writing. The information offered in the company's response was too vague: "We agree to this customer’s request for compensation. This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $149.99 delivery charge.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this customer...
decided to cancel the
order. The sale was canceled on 1.19.17.
No one in our organization should have ever made any
guarantee regarding a credit card refund timeframe. We can process the paperwork on our end then
it goes to that bank or that credit card company and it is up to them to post
that money to their customer’s account.
We can not control that aspect.
On our end the refund of $600 has already been sent to the
customer’s [redacted] account. There is no
hold or block on the refund. The information
has been sent. The remainder of the
process is now between the customer and the company the [redacted] card is
through. We hope that this is processed
quickly.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am from the Harrisburg area. After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity. I called and talked to the manager and told him my concerns and that I was cancelling the order. He asked me questions and answered each concern and was very professional and courteous throughout our l/2 hour discussion. Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion. I chose to go ahead with the order. EVERYTHING went smoothly. The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition. I have no complaints whatsoever about this company. All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable.
Morning Revdex.com,
We are very sorry that this customer was inconvenienced in this
way. We do see that the store did call
her to advise the piece was unavailable before the initial delivery on 3.2.16
at 1:03 the store called her but the voicemail was full and they were unable to
leave that message. We believe that
there should have been a second attempt to reach her, we are very sorry that
there was not. Again the store called on
3.10.16 at 11:23 to advise the ATP had changed and it was pushed back, again
they were not able to leave a message as the voicemail was full.
We certainly understand why the customer is so frustrated and is
seeking compensation. I am willing to
offer this customer a refund to the [redacted] account $100. This customer can keep the store credit for
the $75 that has already been put on her account and is available for immediate
use. If you wish to accept this final
offer of compensation please reply to the Revdex.com mediation site that you accept
and I will create the credit and email you a copy of the $100 refund to [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com & [redacted]
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 appreciate your response and although I don’t consider the
problem “resolved” I will settle the complaint with the hopes that this can be
a learning experience for your company. I believe that my complaint affects all
operations of your business and should be taken seriously to implement new
strategies and training, especially with the customer service. As a graduate
business student studying HR, hiring, training, and retaining the right talent is
the biggest investment you can make because when situations like this happen,
having employees to handle it maturely and respectfully is what will make or
break a company. If I even had one customer service representative truly
apologize and do whatever they can to fix the problem, I probably would not
have had to write this complaint. Everyone makes mistakes, things happen in the
warehouse, orders get mixed up, that’s the part that I understand. The part
that I didn’t understand is that no one tried to fix the problem, take accountability
for the problem, or truly apologize for the problem.
To address the issues on my account – I would not say that
the sofa situation ever got resolved. We never got the sofa or the chair in the
color we wanted. We order it months in advance for this reason. However we did
settle and we have couches. Our new table was delivered today and the nice
gentleman (which by the way, the delivery men have always been nice and
courteous) ended up deconstructing the old table and taking it with them, which
was what was supposed to happen in the first place. So in this case it was
resolved however, this brings us back to the customer service. The woman I
spoke with in [redacted] yesterday made it very clear that there was
absolutely no way the guys could take the old table today. I reminded her that
this is what we had scheduled to begin with and the last woman I spoke with (at
least told me) she double checked that the pick-up would occur at the same time
as the delivery. The woman I spoke with yesterday said there was absolutely no
way whatsoever that the guys would be able to take the table today. After I
said there has to be something you can do, she proceed to then get an attitude
with me and I got so frustrated with the lack of respect that I ended up having
to hang out. So what doesn’t make sense to me is that she was so certain that
they would not be able to take the table today and that there was absolutely
nothing they can do, and then the guys come today and take the old table like
it was no big deal. He even gave me the phone to speak to someone from customer
service that also made it seem like it was no big deal. Which I will also note,
the customer service rep said she had a note that we actually wanted to keep
the table, which is the complete opposite of everything that I have been trying
to accomplish with this replacement. No clue how that happened.
Anyway, the point is that there WAS something that the woman
could do yesterday when I spoke to her in KOP. They were able to take it and it
was not a big deal. Instead I got an extremely rude attitude and absolutely no
help on resolving the problem. That is the customer service issues that need to
be addressed with this company.
That being said Tiffany, I know none of this is your fault.
You have responded professionally and efficiently and I appreciate and accept
the gift card that you are offering and I hope when I decide to use it, I can
see some of these changes implemented. Above all, I hope that you can bring
these concerns to the leadership team at Bob’s Discount Furniture. I am sure
that they do not want these kinds of experiences happening in their store and I
believe that through training and development they can be resolved but they
need to be addressed instead of ignored.
Thanks so much for your help,
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. We are very sorry that we were not able to
make this right and the customer has chosen to cancel much of their order.
The store has made the necessary corrections and
cancelations to the order. They have
tried to reach the customer but were unable to leave a message. Due to internal security we are only able to
see the last four digits of the card that was originally used. In order to process the refund we would need
the customer to call or stop by the store with the credit card [redacted] ending in [redacted].
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud. He told us that it would be much quieter at home. that it was load due to the platform the bed was sitting on in the showroom. This was an out and out lie because the maintenance person told us that they were all that loud. We cannot use the massaging function at all due to the noise. It is useless. If the salesperson was honest from the beginning this would not be a problem. We were told that the Bed had a 60 guarantee and it was not specified to us that the base was not considered part of the Bed. As far as we were concerned the Bed was one product with the same 60 day guarantee not just the mattresses. In our minds the base is part of the bed and we were not told otherwise. They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase.
Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit. Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved.
The return policy was not relayed to us in full detail even when he had me sign the receipt. The salesperson told me to initial here in a rush to get the order complete. I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured. Bob's Furniture does not stand by their products and has lost this customer. I would not recommend Bob's to any of my friends or family.
Sincerely,
[redacted]
Good
Afternoon [redacted],
I apologize for the frustration you are experiencing while seeking to get your
claim resolved and I assure you that Bobs Discount Furniture cares very much to
resolve our customers concerns in a fair and adequate manner.
Our
records indicate that we last serviced your product on 3.21.2014 at this
address: [redacted]. This service was performed to you
as a courtesy outside of your warranty period with Bobs Discount Furniture and
we did not ask for a payment at this time. The Goof Proof plan you purchased at
time of sale is managed by a third party company called [redacted]. This plan did not extend
your one year product guarantee directly through Bobs, Goof Proof is designed
to protect against one time accidental occurrences of damage and I certainly
apologize for any misunderstanding that may have been presented to you during
the time of your purchase.
The Bobs
Discount Furniture warranty on your merchandise expired over two years ago. If
you would like Bobs to directly care for your merchandise outside of a warranty
period and after the merchandise has been physically handled and moved to a new
delivery address we would require a payment of $79.99 (+tax) from you.
We are
unable to take your merchandise back for a monetary refund as stated on your
original sales invoice that you signed at the time of purchase. If you’d like
to cancel the only coverage that remains on your merchandise I will approve
refunding the $99.99 you paid us for this plan as a courtesy. I apologize again
for the amount of time you have spent seeking resolution for your concerns and
I thank you for escalating your complaint so that we can evolve as a business
and ensure all of our customers are receiving the best care possible.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Our records indicate that this check was sent from our offices on
5.14.2014 to the address listed on our customer’s sales order. Our records
further indicate that the check has not been cashed yet however it was mailed
by us to:
[redacted]
We did expedite this check request as agreed upon with
our customer. If for some reason the check was lost or the customer did not receive
it we can perform a stop payment on the current check number and mail the
customer a new check. Please let me know if that’s the route Angela would like
to take as we have fully released her funds she is requesting from our end at
this time.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
face="Calibri">Good
Afternoon Revdex.com,
Please
pass on our sincerest apologies for the disappointment this customer is
experiencing with their Goof Proof Plan purchased in 2013. On the date the
customer purchased this merchandise our company offered the ‘Goof Proof Plan’
which offers 5 years accidental protection against a variety of occurrences that
can cause damage to the furniture. The consumer has outlined within their
attachment the reasons this third party company is denying their claim. The
sales flyer we provided at the time of sale for this plan indicates that ‘breakage
of wood’ is covered however it is displayed in several places (top and bottom
of the right side facing) that the coverage is for accidental damages. The
bottom of the sheet advises that ‘Accidental Coverages are from a single
incident’ therefore the customer not reporting an accidental incident
means that the coverage from this purchased plan does not apply. The plan has
not failed this consumer as the guidelines for coverage are not being honored.
As clearly depicted on the
copy of the sales invoice the customer provided, we expressed at this time of
the sale that Bobs Discount Furniture guaranteed the merchandise to be free
from any manufacturing defects for a period of one year from the date of
delivery or pick up. The customer had this delivered on 3.14.2013 so any
coverage directly thru Bobs expired on 3.14.2014. The first report of concern
for this was reported to us on 1.02.2015 meaning that the customer was already
outside of their warranty thru Bobs for nearly an entire year. No reports of
concern were made to us within their actual warranty period.
As a courtesy we sent a
factory trained technician out to the customer’s residence (at no charge to the
customer) to see if we were able to make a repair. This option placed our
customer’s needs beyond the needs of our business and the fact of the coverage
directly thru Bobs being void for an already good chunk of time. Regretfully
when our technician arrived to the home (his report depicts that there was a
baby sitter in the home to accept service appointment) he found that the legs
and footboard were cracked. He also reported that the post is loose due to
insert out of the leg and this concern was non-repairable.
As
a business it is reasonable for us to gage by this report that hardware that
was originally there has gone missing from the product causing overall
destruction to the frame and footboard. Our factory trained technician found no
defect in workmanship of the product present, this fact combined with the
remaining truth that the customer has no coverage remaining thru Bobs directly
regretfully leaves us with no further options for resolution.
While
we remain very sorry that this concern is unrepairable, the customer is outside
of the expressed coverage guidelines we set forth at the time of purchase (see
customer’s attachment), and that the claim has been denied due to lack of
accidental report thru the protection plan (Guardian) we are unable to offer
any further recourse for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: I have a [redacted] Chest for $249.00 that was returned. I do not see that anywhere. If you add that to the bedroom set of $550.00 it some to $799, not $715.85 which should have included tax.
Also the post floor lamp of $99.99 should be there too, unsure if that was taken off or not. Also the [redacted] Plus was returned for $129.99. Do not see that anywhere either.
Again, my total with tax for the 3 items that I have in my house at this time, with tax and everything I paid should be $986.28.
I don't completely understand why no one at Bob's can go over this with me and resolve this issue. They contracted the delivery men out, did not take back the furniture on day one, refused to take it back. Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned. This is bad business and very poor customer service.
Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Roman" size="3">
Please pass on our apologies for the frustration this
customer is experiencing with the sectional sofa purchased from us. We also
apologize for the alleged rude behavior the customer cites to have received from
one of our technicians. It is extremely rare that we receive complaints from
customers not wanting members of our service team back to their residence. Due
to restrictions of our computer system, in order to prevent a previous
technician from returning we must be made aware each time a service appointment
is created so we can send a specific request for that specific service date. I am
so sorry if our agents were properly informed by the customer while creating
the service appointment in question and the unwanted technician still showed up
to the home.
Our records show that this merchandise was delivered to the
customer on 10.24.2012 and the warranty protection the customer purchased on
this sofa is active through Bobs Discount Furniture for a period of five years
(expiring on 10.24.2017). While I can understand the customer’s aggravation
having had multiple services we have been keeping their best interest in mind.
In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement
of the merchandise. Should the customer
seek to have this merchandise replaced it will completely fulfill the protection
plan agreement on all three of these sectional pieces. Some of the issues the
customer has been reporting (seam separations) have been deemed manufacturing
defects however some of the concerns are related to normal wear and tear, in
example it is completely normal and should be expected that multiple seats
loose resiliency over a period of two years time. We have been continually
meeting our customer’s concerns with service as readily as we are able to.
We are more than happy to offer the option of replacement or
reselection to the customer under the parameters of the protection plan they
purchased should they fully understand
and accept that this replacement will use up the coverage they currently
maintain. On the sales order in question the cost of the plan was $149.99
to protect $1299.00 of merchandise for five years, based on the extremely low
price point we feel it is obvious as to why the plan is active for only five
years and would only allow the replacement of merchandise only one time (please
keep in mind the plan covers the cost of delivery/disposal fees associated with
the replacement as well).
Should the customer wish to purchase the plan on the
replacement merchandise that is always an additional option they can take advantage
of. I have listed below the available options for this customer’s concern in
terms of getting this merchandise replaced:
Option #1:
Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).
Should the customer want to purchase the plan again on the new sectional they
should make us aware of that choice so we can correctly set up the paperwork and
charge them for the new protection plan prior to scheduling an exchange date. We
will expect to remove the items the customer currently has in the home on the
same date we deliver the new replacement items.
OR
Option #2:
Initiate the ‘one time replacement option’ under the Goof
Proof Plus Plan and receive a store credit for the amount originally paid to us
on the sectional (THIS OFFER IS
EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would
allow the customer to pick out a different living room set and should they wish
to purchase the plan on the new set the customer can discuss this directly with
their new sales person while in our store. We will expect to remove the items
the customer currently has in the home on the same date we deliver the new
replacement items.
If the customer is still seeking a merchandise replacement
please ask that they respond to us with which option they would prefer through
this Revdex.com channel that they have opened for mediation purposes.
Revdex.com:
I have reviewed the response made by the business in reference to complaint[redacted] and find that this resolution is satisfactory to me.
There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.
Sincerely,
[redacted]
Good Morning Revdex.com,...
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no reason not to boast
about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. This
flyer as well as the customer’s sales invoice (which is signed by the
purchaser) also discloses that Bobs Discount Furniture offers coverage for factory
defects only and any occurrence of accidental damage must be reported thru the
Guardian company.
This claim was denied for several reasons
stated within the Terms and Conditions of the protection plan and every
consumer must adhere to the terms and condition in order to keep the plan fair
for all consumers alike. We do stand behind the reasoning for the claim being
denied and have included a copy of the terms and conditions page (as well as
the information –below) for your review.
The customer told Guardian that there was “scent
oil” spilled on the table – as indicated on the contract (and the sales flyer
we provided), scent oil is not listed as a coverable item to begin with.
Page
1- Right side facing:
PRODUCT
SPECIFIC COVERAGE:
3. WOOD AND HARD SURFACE:
a) Standard – Stains caused by any food or
beverage normally consumed by
humans; mold and mildew stains caused by food or
beverage spills; Breakage
of wood frame or structure or other hard surface
from single incident;
gouge, heat mark or liquid ring from single
incident; accidental breakage of
glass or mirror components (with the exception of
crowned or curved glass).
b) Wood Plus 1 – Checking, cracking,
bubbling, or peeling of finish from a
single incident.
c) Wood Plus 2 – Any chip or scratch of
glass or mirrors and loss of silvering on mirrors (with the exception of
crowned or curved glass).
Page
2 –Right side facing:
STEPS
TO MAKE A CLAIM:
2) Report all covered claims to Guardian at
[redacted] within 30 days
of the accidental staining or damage occurrence and Guardian
Customer Service Representatives will be ready to guide you through the service
process.
Regretfully Bobs Discount
Furniture has no control over the choices or resolutions offered by the
Guardian company directly and the portion of the plan they manage. We apologize
that we have no direct recourse to offer this customer relating to this
specific concern.
Should the customer feel they need
to pursue the denial result further they may do so with Guardian directly. I
have included the address for Guardian’s Revdex.com claims below for the customer’s
reference:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
I have spoken with Mrs. [redacted] today (12.17.2015) and
we have agreed on a resolution option that she is comfortable with.
At this time our business considers this concern
resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they
have experienced with their furniture and our staff.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan and the document further encourages the consumer to read their
full plan documents for the list of exclusions. As the manager of the plan,
Guardian is responsible for sending the consumer the plan documents. Should the
customer decide that they would like to review the complete plan documents as
the flyer suggests and they don’t have these documents, we assume (as any
retailer would) that the customer would then try and obtain said documents for
review. Had we been made aware of the need for these terms and conditions we
most certainly would have provided them upon any request. As it is not
typically a document we provide we literally have no way of knowing whether the
consumer has received the complete plan or not and we see no reason not to
trust that Guardian is continually sending these documents as many claims for
coverage are routinely approved.
While we certainly understand and acknowledge our customer’s
frustration the plan has specific terms and conditions that must be adhered to
by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been
in the customer’s possession for over for years (date of delivery 11.11.2010)
and the chest has been in the home for nearly four years (date of delivery
4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these
items long ago and we have received no indication of concern on any of these
items until now.
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessary.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage/overall condition of these items.
It is reasonable to expect that all items should be kept in good condition
prior to an insurance claim being entered for coverage.
To move forward please advise the
customer that we require a minimum of 2-3 pictures (in color) for each item
that is listed in this complaint. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 2 Photos of the chair:
- 1 Picture that clearly shows the entire facing surface (seats, inside back) of
the chair
-
1 Picture that clearly shows the damage marks at close range (Example: where
the leg snapped off and leg)
-Minimum 2 Photos of the server:
- 1 Picture that clearly shows the entire facing surface of the server
-
1 Picture that clearly shows the damage marks at close range (Example: Interior
of drawer)
-Minimum 3 Photos of the chest:
- 1 Picture that clearly shows the entire facing surface of the chest
-
1 Picture that clearly shows the damage marks at close range
-
1 Picture that illustrates the structure damage to the drawers
We will review these photos
(Request is for 7 photos in total) with our Service Management Team and respond
with what, if any, options for resolution we may have to offer this customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon
Revdex.com,
Please
provide this customer with our genuine apology for the amount of time it has
taken for the customer to receive her returning funds. The amount of
compensation the customer states she should be receiving is correct and all of
our records indicate that the monetary funds have been properly released from
our accounting department as of today (3.29.2014). If the customer has not seen
the fund replenishment as of yet I would encourage that she contact the bank
who her credit card is managed by to inquire if there is an internal hold for
these funds on their end. I apologize again that we are still causing this
customer stress and I assure her that Bobs has provided her with the credit she
was promised.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I still disagree with what they have to say there is no explanation or reason as to why it took this long and this many attempts for them to fix a problem and how nasty they have treated me as a customer and for them to say they have no obgauation to compensate is complete out of line I can understand if it has happened once and they fixed it the next time but to have take this long and to continue to do nothing but send out garbage quality furniture is not my fault they need to just own up to the fact they have made huge mistakes and send a formal apologie and credit of $250 in the from of cash or check to fix the problems they have caused I have no use for a gift card for there business I need to pay for my stuff and can not do that with a gift card the need to own up to there mistakes plain and simple
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I will accept the terms of compensation for the $149.99 delivery fee once that is specified explicitly in writing. The information offered in the company's response was too vague: "We agree to this customer’s request for compensation. This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $149.99 delivery charge.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this customer...
decided to cancel the
order. The sale was canceled on 1.19.17.
No one in our organization should have ever made any
guarantee regarding a credit card refund timeframe. We can process the paperwork on our end then
it goes to that bank or that credit card company and it is up to them to post
that money to their customer’s account.
We can not control that aspect.
On our end the refund of $600 has already been sent to the
customer’s [redacted] account. There is no
hold or block on the refund. The information
has been sent. The remainder of the
process is now between the customer and the company the [redacted] card is
through. We hope that this is processed
quickly.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am from the Harrisburg area. After ordering a TV entertainment center I read the reviews, I was shocked by all the negativity. I called and talked to the manager and told him my concerns and that I was cancelling the order. He asked me questions and answered each concern and was very professional and courteous throughout our l/2 hour discussion. Nor did he ask me NOT to cancel the order - he allowed me to come to my own conclusion. I chose to go ahead with the order. EVERYTHING went smoothly. The delivery calls, the delivery men (very efficient) and the entertainment center was in good condition. I have no complaints whatsoever about this company. All the people I dealt with from the salespeople, managers, and delivery were friendly and knowledgeable.
Good...
Morning Revdex.com,
We are very sorry that this customer was inconvenienced in this
way. We do see that the store did call
her to advise the piece was unavailable before the initial delivery on 3.2.16
at 1:03 the store called her but the voicemail was full and they were unable to
leave that message. We believe that
there should have been a second attempt to reach her, we are very sorry that
there was not. Again the store called on
3.10.16 at 11:23 to advise the ATP had changed and it was pushed back, again
they were not able to leave a message as the voicemail was full.
We certainly understand why the customer is so frustrated and is
seeking compensation. I am willing to
offer this customer a refund to the [redacted] account $100. This customer can keep the store credit for
the $75 that has already been put on her account and is available for immediate
use. If you wish to accept this final
offer of compensation please reply to the Revdex.com mediation site that you accept
and I will create the credit and email you a copy of the $100 refund to [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison