Complaint: [redacted]
I am rejecting this response because:
From: **
Sent: Sunday, April 27, 2014 10:12 PM
To: [redacted]
Subject: [redacted] Revdex.com
in response to bob's discount furniture
you say that they make car seats to withstand heats of 100 degrees so what about my [redacted] chair which is next to my sofa,
that chair is sixteen years old and shows no signs of wear. also I have a brother and sister who live in Connecticut and they have a
sofa exactly like mine and his sofa is about eight years old and sometimes he even sleeps on it and his color didn't off, that's
way I think the color on my sofa was defective. ...⇄ [redacted] [redacted]
Ordered a queen size bedroom set and a mattress. On day of delivery, the bedroom set was delivered but the mattress size was incorrect. Spoke with Customer Service to have the situation noted and get re-delivery for the next day. It took me to call three times to get an answer. They waited until the end of business hours to call me with an incorrect delivery time and then tell me, "Well, we can fit you in for a Saturday or next week Tuesday delivery." Not good enough. Very unprofessional. Not happy with their service at all.
Good Day Revdex.com,
I called [redacted] this morning and left a message on her
voicemail apologizing for the unforeseen failure that she had to deal with this
past weekend. I assure [redacted] that we did complete the White Glove Inspection
prior to the merchandise leaving our distribution center in CT. I certainly
acknowledge [redacted]’s frustrations and want to help her move forward in
resolving this concern. I have listed the two options for resolution below that
I left on [redacted]’s voicemail machine this morning. I have also included a third
option for [redacted]’s review that would not require any more delivery/pick up
attempts taking up her valuable time.
Option #1:
We can remove the headboard/footboard/railings from the home
and provide a monetary refund for the amount that was paid towards the bed itself.
-Or-
Option #2:
We can offer a ‘reselection’ store credit on the bedroom
furniture that makes up the ‘Louie Set’ that was purchased. [redacted] would be
provided a store credit based on the total price paid for the set and may
return to our showroom to select a new bedroom set. We would remove the current
furniture in [redacted]’s bedroom set and deliver the new product on the same
delivery date.
-Or-
Option #3:
[redacted] agrees to keep the current bed she has ‘As is’ with
no remaining warranty period on the bed and we will refund 50% of the original
purchase price that was paid on the bed itself.
[redacted] has my direct phone number and is able to accept one
of these options for resolution by contacting me via phone, emailing me at [redacted] ,
or responding to me via this Revdex.com channel.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
I absolutely understand your circumstances and I am very
sorry that we are not able to offer you a way to make your selection online.
Due to the way you purchased this we would need you to sign paperwork regarding
the terms and conditions of the leasing agreement you are making changes to. As
Bobs Discount Furniture is a separate company from Acceptance Now we are unable
to overturn or make changes to their company policies or procedures. The
reselection credit does not expire until 10.20.2014 and I am sincerely hoping
you are feeling better by that time and can make it into our showroom. If you
needed an extension period added to this credit because of medical concerns we
can certainly discuss that with you if you contact our Customer Care Call
Center at ###-###-#### and tell us what date you feel you may be able to make
it into our showroom. Another suggestion I have is calling Acceptance Now and
seeing if they will agree to fax you the new paperwork after you tell them the
item you want to reselect to. You may be able to sign it and fax it back to
them if they are willing to accept this option.
I am so sorry for your disappointment again and truly wish
there was more Bobs Discount Furniture could do for you directly.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
size="3">
We are very sorry that this set did not
live up to the customer’s expectations.
This should have been reported to Bob’s, not [redacted]. I was able to see the photo that the customer
submitted to [redacted]. This is obviously
not from an accident; bonded leather peeling is an environmental issue that has
affected enough customers that Bob’s has restructured our policy. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). Should the customer wish to accept this offer they are able to reply
back to Revdex.com accepting the offer and we will release the credit into the system;
the customer will then be able to go back to the store to reselect.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% the cost of the
sofa, which is showing the damage and 70% the cost paid for the chair and
ottoman, we will include these pieces as a courtesy as they are not
peeling. We will waive the delivery fee
for the new merchandise and remove the [redacted] on the day the new
merchandise is delivered, ensuring the customer will not have to be without
furniture. The total amount of the store
credit for reselection would be $827.71, plus no new delivery fee. Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for the errors that occurred on our
end to cause this customer such distress. We completely agree with the customer
that the failure to continually schedule this order is our fault and we will absolutely
address the coaching concerns that have been brought to our attention. We are very disappointed that we were unable
to salvage our customer’s trust in our business.
The refund did not have to be processed in the form of a
check (taking 7-14 business days) and could have been processed back to the
customer’s original method of payment (credit card) via an unrecorded phone
line. Our records do indicate that the check option was selected by the
customer as their preference and I have ensured that the account is properly
updated to indicate the name/spelling the customer has listed in this Revdex.com
complaint of: [redacted].
I do understand the customer’s apprehension in receiving this
check and again apologize for the lack of confidence the customer has been left
with. Should the customer wish to have a
‘stop payment’ request placed on the check and the original credit card
refunded instead, that request can be made to us via our Customer Care
Department at any point in time. We have a ‘refund line’ available that remains
unrecorded for our customer’s protection during processing and we never maintain
full credit card numbers on file.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Good afternoon,
I am rejecting this because yes they did contact me via email, however did nothing to rectify the situation other then offer to call me when the same table comes into their pit location in the furture.
Very poor service
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">Please pass on our apologies to our customer, we care very
much for all of our customers and seek to resolve any merchandise concern(s) in
a manner that is fair and adequate with respect to warranty coverage. Please
note that the merchandise cost for this set totals at $1,248.00 (including ottoman) per the
customer’s original invoice.
Please see the attached pictures (2 Pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 7.10.2015 and explicitly show several spots of in home damage
present on this sectional. We do apologize to our customer that we are unable
to take responsibility for damages that are caused completely outside of our
control. Bobs Discount Furniture offers direct coverage against manufacturing
defects under the protection plan and these markings (that are away from the
seams) do not stem from any defect in the workmanship of this product.
The photos
also depict that the toss pillows (accent pieces that we include with this set)
have areas where the seams are coming apart or the material is fraying. The
customers account reflects that we spoke with the customer and set up a part
order for three new toss pillows in order to rectify this concern.
As a business we have directly resolved the manufacturing
concerns with the toss pillows, we are unable to offer direct coverage for
customer caused/accidental occurrences of damage.
Kindest Regards,
[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. We choose option#2 to resolve this issue.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this experience...
has not gone well. We do have this exchange scheduled for Friday
11.25.16. We can certainly discuss
compensation upon the successful delivery.
We will not be able to offer the amount of compensation the customer has
mentioned in this complaint. We do offer
compensation in the form of a Bob’s Gift Card.
Once delivery has been completed the customer can call in for an account
review for compensation. We hope that
the customer will bear in mind that as a business we are under no obligation to
offer compensation. Any compensation
that we offer is as a token of apology for our failures only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry that at a time when...
the customers should
have been able to focus on a very important life event, they instead had to
deal with a failed delivery and incorrect order. I do see that the rails were damaged on the
first delivery attempt making assembly of the bed impossible. We scheduled for the next day and the chest
was written up incorrectly. Everything
has been delivered now and we have no report that there are any issues with the
pieces in the home.
I understand that we have frustrated and inconvenienced this
customer. We have also tried to work
with them to try to make this right. We
were able to offer them a next day delivery, something we normally can not
offer. The store offered them a discount
on a piece so they could get the package they wanted at the price they
wanted. Our merchandise is already
offered at a discount. We do not
normally allow for an additional discount based on preference.
I am sorry that we had two failed deliveries at what was a
very stressful time for the customer. We
would not be able to offer more compensation over what has already been
offered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">Good Afternoon Revdex.com,
While we are very sorry that the customer experienced
any concerns with [redacted] while reporting their claim, we have not been given
any opportunity to handle this concern directly prior to the customer reporting
to the Revdex.com. Our records also indicate that the customer received a store credit
from a previous Revdex.com post in 2010 to obtain their current set. I cannot speak
directly for [redacted] however I do not believe that two kids yanking on a
handle of a mechanism that is nearly five years old- can be considered an
accident by any protection plan’s estimate.
Although the customer is completely outside
of any direct coverage thru Bobs Discount Furniture we are happy to offer a
courtesy service on the merchandise to reattach the snapped handle(s) and/or
review the merchandise to see if there are any manufacturing defects present
within the mechanisms themselves. If a part needs to be purchased in order to
rectify the concern we would expect that the customer pay for that (if part is
available thru vendor) but we will offer to complete any installation at no
charge to the customer.
If the customer would like to receive this
option please ask that they contact us directly in Customer Care
(###-###-####) so that we are provided an actual chance to help the customer
directly. Their account has been fully updated with the notes of this offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because there was no other option..I received a new chair 3 days ago..6 months later. The chairs are discontinued and if this happens again I'm out of luck. Please forward compensation for my issue or find another chair and send it as back up
Sincerely,
[redacted]
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point. I find it very alarming that any
member of our staff indicated that we gave another customer this customer’s
product.
Our
normal processes for delivery to all customers consist of loading merchandise
to a transfer truck (usually an 18 wheeler) that brings the merchandise to a
depot (Delivery Company) that we subcontract to closer to the customer’s
residence. The merchandise is then offloaded and reloaded to the box truck that
will deliver directly to the customer. Whether the pending delivery is canceled
all together or rescheduled our system views it as a cancelation. The
merchandise that is on the box truck then gets placed onto a returns trailer
(normally this trailer has returning merchandise from customer’s homes/warranty
claims and customers’ old bedding that we take back from new bedding purchases
on it) and shipped back to our distribution center. We cannot tally this
merchandise into our ‘new furniture inventory’ as in most cases we are unable
to sell it at all in the condition it returns to us in; the customer’s sales
order will only look for inventory based off of what we currently have factory
fresh wrapped in our distribution center
racks. With that being conveyed, we literally do not have the capabilities to
give away any customer’s merchandise to other customers in a situation of
canceling a current delivery and rescheduling to a different date. It is much
more likely that our inventory system experienced a glitch in tracking due to
the large amount of rescheduling or that we had previously sold off all the
beds we had in our racks to customer’s who were scheduled for delivery during the snow storm (we canceled thousands and
thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on
this communication and properly educate the staff member involved.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have previously disclosed the merchandise will not be made available to us
to deliver to the customer prior to 2.13.2016.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
delivery. We will allow the customer to reselect on the entire bedroom set
should they feel necessary. Under this option we will agree to compensate our
customer by refunding the delivery fee paid to us ($199.99) after they have received all the merchandise
they find satisfaction in – This is not a normal offer of compensation for us
and we are making a great effort to accommodate this individual’s demand for
compensation prior to the order being closed so with all due respect to our
customer, we will not be making a higher compensation offer under this option.
·
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.
·
Or, a cancelation of the pending bed, removal
of the product in the home, and a full refund of the customer’s order after the
merchandise in the home has fully returned to our inventory.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Good Morning Revdex.com,
0in 10pt;">We are sincerely sorry for the error that occurred on the original
delivery date. It is unacceptable that
the merchandise was not on the truck for delivery. Bob’s
policy is to offer compensation once delivery has been successfully
completed. This allows us to view the
account from the creating of the sales order to the customer agreeing that they
are happy with the merchandise that has been delivered.
We do see that this
customer has spoken with a member of our escalation team and the refund of the
delivery fee has been processed back to the original form of payment. We would not be able to offer any additional
compensation at this time.
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The lamp was over $200 dollars and not $99.00. I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mail. As soon as possible. the amount should be around $140.00 ?
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to complete. If you have problem be assured that it will not be taken care. I will never shop there again. I can't believe Revdex.com rating is A+
Complaint: [redacted]
I am rejecting this response because:
From: **
Sent: Sunday, April 27, 2014 10:12 PM
To: [redacted]
Subject: [redacted] Revdex.com
in response to bob's discount furniture
you say that they make car seats to withstand heats of 100 degrees so what about my [redacted] chair which is next to my sofa,
that chair is sixteen years old and shows no signs of wear. also I have a brother and sister who live in Connecticut and they have a
sofa exactly like mine and his sofa is about eight years old and sometimes he even sleeps on it and his color didn't off, that's
way I think the color on my sofa was defective.
...⇄ [redacted] [redacted]
Ordered a queen size bedroom set and a mattress. On day of delivery, the bedroom set was delivered but the mattress size was incorrect. Spoke with Customer Service to have the situation noted and get re-delivery for the next day. It took me to call three times to get an answer. They waited until the end of business hours to call me with an incorrect delivery time and then tell me, "Well, we can fit you in for a Saturday or next week Tuesday delivery." Not good enough. Very unprofessional. Not happy with their service at all.
Good Day Revdex.com,
I called [redacted] this morning and left a message on her
voicemail apologizing for the unforeseen failure that she had to deal with this
past weekend. I assure [redacted] that we did complete the White Glove Inspection
prior to the merchandise leaving our distribution center in CT. I certainly
acknowledge [redacted]’s frustrations and want to help her move forward in
resolving this concern. I have listed the two options for resolution below that
I left on [redacted]’s voicemail machine this morning. I have also included a third
option for [redacted]’s review that would not require any more delivery/pick up
attempts taking up her valuable time.
Option #1:
We can remove the headboard/footboard/railings from the home
and provide a monetary refund for the amount that was paid towards the bed itself.
-Or-
Option #2:
We can offer a ‘reselection’ store credit on the bedroom
furniture that makes up the ‘Louie Set’ that was purchased. [redacted] would be
provided a store credit based on the total price paid for the set and may
return to our showroom to select a new bedroom set. We would remove the current
furniture in [redacted]’s bedroom set and deliver the new product on the same
delivery date.
-Or-
Option #3:
[redacted] agrees to keep the current bed she has ‘As is’ with
no remaining warranty period on the bed and we will refund 50% of the original
purchase price that was paid on the bed itself.
[redacted] has my direct phone number and is able to accept one
of these options for resolution by contacting me via phone, emailing me at [redacted] ,
or responding to me via this Revdex.com channel.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
I absolutely understand your circumstances and I am very
sorry that we are not able to offer you a way to make your selection online.
Due to the way you purchased this we would need you to sign paperwork regarding
the terms and conditions of the leasing agreement you are making changes to. As
Bobs Discount Furniture is a separate company from Acceptance Now we are unable
to overturn or make changes to their company policies or procedures. The
reselection credit does not expire until 10.20.2014 and I am sincerely hoping
you are feeling better by that time and can make it into our showroom. If you
needed an extension period added to this credit because of medical concerns we
can certainly discuss that with you if you contact our Customer Care Call
Center at ###-###-#### and tell us what date you feel you may be able to make
it into our showroom. Another suggestion I have is calling Acceptance Now and
seeing if they will agree to fax you the new paperwork after you tell them the
item you want to reselect to. You may be able to sign it and fax it back to
them if they are willing to accept this option.
I am so sorry for your disappointment again and truly wish
there was more Bobs Discount Furniture could do for you directly.
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
[redacted],
Can you just mail a check from your offices??
Sincerely,
[redacted]
Good Morning Revdex.com-
size="3">
We are very sorry that this set did not
live up to the customer’s expectations.
This should have been reported to Bob’s, not [redacted]. I was able to see the photo that the customer
submitted to [redacted]. This is obviously
not from an accident; bonded leather peeling is an environmental issue that has
affected enough customers that Bob’s has restructured our policy. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). Should the customer wish to accept this offer they are able to reply
back to Revdex.com accepting the offer and we will release the credit into the system;
the customer will then be able to go back to the store to reselect.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% the cost of the
sofa, which is showing the damage and 70% the cost paid for the chair and
ottoman, we will include these pieces as a courtesy as they are not
peeling. We will waive the delivery fee
for the new merchandise and remove the [redacted] on the day the new
merchandise is delivered, ensuring the customer will not have to be without
furniture. The total amount of the store
credit for reselection would be $827.71, plus no new delivery fee. Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">We are sincerely sorry for the errors that occurred on our
end to cause this customer such distress. We completely agree with the customer
that the failure to continually schedule this order is our fault and we will absolutely
address the coaching concerns that have been brought to our attention. We are very disappointed that we were unable
to salvage our customer’s trust in our business.
The refund did not have to be processed in the form of a
check (taking 7-14 business days) and could have been processed back to the
customer’s original method of payment (credit card) via an unrecorded phone
line. Our records do indicate that the check option was selected by the
customer as their preference and I have ensured that the account is properly
updated to indicate the name/spelling the customer has listed in this Revdex.com
complaint of: [redacted].
I do understand the customer’s apprehension in receiving this
check and again apologize for the lack of confidence the customer has been left
with. Should the customer wish to have a
‘stop payment’ request placed on the check and the original credit card
refunded instead, that request can be made to us via our Customer Care
Department at any point in time. We have a ‘refund line’ available that remains
unrecorded for our customer’s protection during processing and we never maintain
full credit card numbers on file.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Good afternoon,
I am rejecting this because yes they did contact me via email, however did nothing to rectify the situation other then offer to call me when the same table comes into their pit location in the furture.
Very poor service
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">Please pass on our apologies to our customer, we care very
much for all of our customers and seek to resolve any merchandise concern(s) in
a manner that is fair and adequate with respect to warranty coverage. Please
note that the merchandise cost for this set totals at $1,248.00 (including ottoman) per the
customer’s original invoice.
Please see the attached pictures (2 Pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 7.10.2015 and explicitly show several spots of in home damage
present on this sectional. We do apologize to our customer that we are unable
to take responsibility for damages that are caused completely outside of our
control. Bobs Discount Furniture offers direct coverage against manufacturing
defects under the protection plan and these markings (that are away from the
seams) do not stem from any defect in the workmanship of this product.
The photos
also depict that the toss pillows (accent pieces that we include with this set)
have areas where the seams are coming apart or the material is fraying. The
customers account reflects that we spoke with the customer and set up a part
order for three new toss pillows in order to rectify this concern.
As a business we have directly resolved the manufacturing
concerns with the toss pillows, we are unable to offer direct coverage for
customer caused/accidental occurrences of damage.
Kindest Regards,
[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. We choose option#2 to resolve this issue.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry that this experience...
has not gone well. We do have this exchange scheduled for Friday
11.25.16. We can certainly discuss
compensation upon the successful delivery.
We will not be able to offer the amount of compensation the customer has
mentioned in this complaint. We do offer
compensation in the form of a Bob’s Gift Card.
Once delivery has been completed the customer can call in for an account
review for compensation. We hope that
the customer will bear in mind that as a business we are under no obligation to
offer compensation. Any compensation
that we offer is as a token of apology for our failures only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry that at a time when...
the customers should
have been able to focus on a very important life event, they instead had to
deal with a failed delivery and incorrect order. I do see that the rails were damaged on the
first delivery attempt making assembly of the bed impossible. We scheduled for the next day and the chest
was written up incorrectly. Everything
has been delivered now and we have no report that there are any issues with the
pieces in the home.
I understand that we have frustrated and inconvenienced this
customer. We have also tried to work
with them to try to make this right. We
were able to offer them a next day delivery, something we normally can not
offer. The store offered them a discount
on a piece so they could get the package they wanted at the price they
wanted. Our merchandise is already
offered at a discount. We do not
normally allow for an additional discount based on preference.
I am sorry that we had two failed deliveries at what was a
very stressful time for the customer. We
would not be able to offer more compensation over what has already been
offered.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">Good Afternoon Revdex.com,
While we are very sorry that the customer experienced
any concerns with [redacted] while reporting their claim, we have not been given
any opportunity to handle this concern directly prior to the customer reporting
to the Revdex.com. Our records also indicate that the customer received a store credit
from a previous Revdex.com post in 2010 to obtain their current set. I cannot speak
directly for [redacted] however I do not believe that two kids yanking on a
handle of a mechanism that is nearly five years old- can be considered an
accident by any protection plan’s estimate.
Although the customer is completely outside
of any direct coverage thru Bobs Discount Furniture we are happy to offer a
courtesy service on the merchandise to reattach the snapped handle(s) and/or
review the merchandise to see if there are any manufacturing defects present
within the mechanisms themselves. If a part needs to be purchased in order to
rectify the concern we would expect that the customer pay for that (if part is
available thru vendor) but we will offer to complete any installation at no
charge to the customer.
If the customer would like to receive this
option please ask that they contact us directly in Customer Care
(###-###-####) so that we are provided an actual chance to help the customer
directly. Their account has been fully updated with the notes of this offer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because there was no other option..I received a new chair 3 days ago..6 months later. The chairs are discontinued and if this happens again I'm out of luck. Please forward compensation for my issue or find another chair and send it as back up
Sincerely,
[redacted]
size="3">Good Afternoon Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point. I find it very alarming that any
member of our staff indicated that we gave another customer this customer’s
product.
Our
normal processes for delivery to all customers consist of loading merchandise
to a transfer truck (usually an 18 wheeler) that brings the merchandise to a
depot (Delivery Company) that we subcontract to closer to the customer’s
residence. The merchandise is then offloaded and reloaded to the box truck that
will deliver directly to the customer. Whether the pending delivery is canceled
all together or rescheduled our system views it as a cancelation. The
merchandise that is on the box truck then gets placed onto a returns trailer
(normally this trailer has returning merchandise from customer’s homes/warranty
claims and customers’ old bedding that we take back from new bedding purchases
on it) and shipped back to our distribution center. We cannot tally this
merchandise into our ‘new furniture inventory’ as in most cases we are unable
to sell it at all in the condition it returns to us in; the customer’s sales
order will only look for inventory based off of what we currently have factory
fresh wrapped in our distribution center
racks. With that being conveyed, we literally do not have the capabilities to
give away any customer’s merchandise to other customers in a situation of
canceling a current delivery and rescheduling to a different date. It is much
more likely that our inventory system experienced a glitch in tracking due to
the large amount of rescheduling or that we had previously sold off all the
beds we had in our racks to customer’s who were scheduled for delivery during the snow storm (we canceled thousands and
thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on
this communication and properly educate the staff member involved.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have previously disclosed the merchandise will not be made available to us
to deliver to the customer prior to 2.13.2016.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
delivery. We will allow the customer to reselect on the entire bedroom set
should they feel necessary. Under this option we will agree to compensate our
customer by refunding the delivery fee paid to us ($199.99) after they have received all the merchandise
they find satisfaction in – This is not a normal offer of compensation for us
and we are making a great effort to accommodate this individual’s demand for
compensation prior to the order being closed so with all due respect to our
customer, we will not be making a higher compensation offer under this option.
·
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.
·
Or, a cancelation of the pending bed, removal
of the product in the home, and a full refund of the customer’s order after the
merchandise in the home has fully returned to our inventory.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Good Morning Revdex.com,
0in 10pt;">We are sincerely sorry for the error that occurred on the original
delivery date. It is unacceptable that
the merchandise was not on the truck for delivery. Bob’s
policy is to offer compensation once delivery has been successfully
completed. This allows us to view the
account from the creating of the sales order to the customer agreeing that they
are happy with the merchandise that has been delivered.
We do see that this
customer has spoken with a member of our escalation team and the refund of the
delivery fee has been processed back to the original form of payment. We would not be able to offer any additional
compensation at this time.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
Please pass on our thank you to the customer for providing more information on the claim they are seeking resolution for. While we can certainly understand our customer’s frustrations with the denial result received to say the protection plan we offer is “fake” is just not an accurate depiction of the success hundreds of thousands of customers who have approved claims thru the Guardian company have experienced over the course of many years.
Like any other protection plan there are exclusions to the coverage and as Guardian is a third party company Bobs Discount Furniture in unable to take responsibility for how any consumer chooses to make their report or file a claim under their protection plan. We express via multiple documents at the time of purchase that Bobs directly offers a one year guarantee against factory defects on our products and the ‘Goof Proof’, as its name depicts, offers coverage for one time accidental occurrences through the Guardian company.
As the customer has indicated that the problem is with the ‘Arm’ on one of his ‘Arm chairs’, Bobs Discount Furniture is willing to offer to order and pay for a replacement part (new arm) for this ‘Arm Chair’ as a one time courtesy. We would of course need to be provided with more information such as – If one is facing the ‘Arm Chair’, is this left or right side facing arm of the chair?
Should the customer wish to accept our offer they can make us aware of what arm is exactly needed, the correct shipment address, and we will place the part order via the overseas manufacturer of this product. We estimate the ship time at 4-8 weeks to arrive to the customer once the order has been initiated.
Bobs Discount Furniture is regretfully unable to provide labor at no charge to the customer due to the fact that no direct protection plan or coverage remains active on this merchandise thru our company. Should the customer wish to pay us to install this new part we can provide this professional service (along with a 90 day guarantee on our workmanship) at a charge of $79.99 (+any state taxes) or the customer can find an alternate furniture repair service to make this installation for them on their own accord.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
%
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The lamp was over $200 dollars and not $99.00. I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mail. As soon as possible. the amount should be around $140.00 ?
I have had to request refunds or partial refunds on damaged merchandise and under warranty the refunds have taken two months to complete. If you have problem be assured that it will not be taken care. I will never shop there again. I can't believe Revdex.com rating is A+