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
I don't blame you for being very upset with us and on behalf of
Bobs Discount...
Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase.
Looking at your account I can not believe no one has offered you a
refund before now. It is unthinkable to
put a customer through this many deliveries, reselections and services. I am so sorry. This has all been over a one year span? Truly unbelievable, and yet, you have had to
live through it. I will absolutely not
require you to take another delivery. If
you would like me to cancel the exchange that has been scheduled for 2/23/16 we
can certainly pick up the merchandise for a refund. We would be refunding back you [redacted]
I need to know from you what pieces you want to return. I need to know if you want us to just pick up
the [redacted], or would you like other pieces you have bought over the year
picked up as well?
Please advise on how you would like this to proceed,
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Roman" size="3">
Good Afternoon Revdex.com,
I
apologize that the customer is experiencing any disappointment with the terms
and conditions of their protection plan however I am unable to proceed further
without seeing the pictures that are referenced in this posting.
The
customer’s account shows that one of one of our Goof Proof Liaisons has already
responded to the customer’s concern directly (via email on 12.02.2015) advising
why we are unable to provide recourse to this request & providing a copy of
the [redacted] Terms and Conditions associated with the accidental protection. If
the customer would like to have the pictures reviewed another time (and within
this mediation channel) please ask them to submit the photos in reference within
their next response to us.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons
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+
Good Morning Revdex.com,
I am very sorry that our customer does not find our offers
for resolution acceptable. I assure you that we are working at full capacity to
offer our customer fair options for resolution to her concerns. Our Goof Proof
Plans are not scams and operate under the same guidelines as many other protection
plans sold by other furniture retailers. It is factual that your furniture can
be replaced through this plan and the specific choice of recourse you are
offered as a consumer is decided and managed by the [redacted] company, not Bobs
Discount Furniture.
It makes me equally as sad as our customer states she is
that our effort to help is not being considered by our customer. We were able
to work as a Liaison on our customer’s behalf and get the [redacted] company to
reconsider our customer’s denied claim. [redacted] is currently awaiting contact
from this customer and asks that she send in photos to them. If a replacement
was to be offered the choice would be up to [redacted] as the protection plan our
customer has left on her merchandise is managed through that company. Bobs Discount
Furniture is able to offer our customer quality service and I am so sorry again
if our customer chooses to not see the value and care within our option for
resolution.
Our customer can contact our Customer Care Office at
###-###-#### to schedule the service we can offer or she may follow up with
[redacted] at ###-###-#### to get more information about the photos they seek
and how to proceed with her protection plan claim through that channel.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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,
I called and left a message for [redacted] today...
(1.21.2015) at the daytime number
she has provided to the Revdex.com.
I advised the customer of my direct phone number and ask that you please pass
this along for her use ###-###-####.
We are truly very sorry for the frustrations that our
many failures have caused our customer and given that there are many specific
pending details to confirm with our customer, we are seeking to speak with the
customer on a verbal basis if at all possible.
Should[redacted] prefer our responses be provided in writing
only thru the mediation channel she has opened with you please ask that she
write back to this response indicating so and we will comply with her
communication request.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We choose option#2 to resolve this issue.
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:
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]
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
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.
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-
We are very sorry for the issue with...
the home damage. We have researched this claim and have
reached out to the depot and they will proceed with the claim. They will be reaching out to the customer directly
to work through the process. We are very
sorry that this experience has caused the customer unnecessary frustration.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the Guardian company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology. I do not deny that
we, like any business, have unhappy customers who have experienced failures or
headaches while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved don’t feel the need to
take action on reposting/posting positive feedback.
I am truly sorry that you believe to
have experienced any confusion during your time of sale, we do not deceive our
customers, support products and plans we do not find valuable, and we do not
force our customer into buying any product. To categorize our protection plan
as poor quality or state that all of our customers are complaining just
doesn't give the nearly 3,000 customers that are receiving a great experience
today and in the future, as well as my nearly 4,000 team members who strive
every day to make the experience a pleasant one, ample credit. We do provide a
general flyer at the time of every sale that very clearly indicates there are
some exclusion(s) to the protection plan and that document further encourages
the consumer to read their full plan documents for the list of exclusions.
We partner with Guardian to offer this
genuinely valuable option to all our customers and uphold the terms of coverage
in order to ensure all resolutions are kept fair for all customers. With this
being said, we are willing to make a valid effort to work above policies and
procedures and reach out to you as an individual by offering to refund you the ‘Goof
Proof Plus’ plan, ultimately canceling the protection that you have indicated
offers you no significance. This is an offer we make to meet your individual
demands and while we continue to apologize that your concern of animal damage
is not covered; keeping the plan for its manufacturing warranty and covered
accidents worth remains the route we strongly recommend for you and the
continued future of your product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for the miscommunications that have caused this
customer to receive poor service. It
appears that this has been rectified at this time. We are sincerely sorry that it required the
customer calling in so many times. We
have created the service for the dresser, service number is [redacted]
Please call in at your earliest convenience to schedule the appointment.
[redacted] has been looking to speak with this customer regarding
the account. ###-###-####.
We are sincerely sorry for the time this customer has had to wait
in getting this rectified. We would like
to offer this customer a $100 gift card as a token of our apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against it. This also chipped the side rail. I paid for the accident protection for specifically this reason. Bob's should back up their customers if they are offering a 3rd party service that does not follow through.
Sincerely,
[redacted]
Good Morning
"Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m sorry to learn of your disappointment with the products you
purchased from us. I assure you we want to resolve any concern our customer may
have in the most fair and adequate manner.
Your account indicates that as of 9.03.2015 you spoke with another
Corporate Liaison (Jennifer) who set up a service call for your mattress. Your
mattress has a warranty associated with it and if you look at your sales
receipt you’ll find (under Service Policy) that if there is a defect in your
mattress, as deemed by our technician, we will have avenues available for
further resolution. Please call us to set up this service appointment as we
care very much about our customers getting a good nights sleep on the bedding
they select.
In regards to the living room furniture, we worked above and beyond
the refund policy you signed at time of purchase and took back your chair for a
refund without requiring any inspection. This was an extreme effort put forth
by our business to address your concerns as an individual and work beyond
policy. Had you made us aware of your product concerns with the sofa and
ottoman we absolutely would have acted under our Service Policy and addressed
your concerns. As you have now sold these items at your own discretion our
business can no longer be held responsible for their condition or any offer for
recourse. In essence you are asking a retailer to give you money for an item
they have no way of inspecting to confirm your allegation, an item you have
made money off of in a private sale, and an item you have no way of physically
returning to the retailer.
I’m so sorry and Bobs Discount Furniture truly wishes to help
every customer with any concern however due to the facts associated with this
request we have no further recourse to offer you related to the past purchase
on the living room furniture.
We look forward to scheduling your mattress inspection and helping
you move forward into a better nights sleep.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
In order for the Guardian company to even consider this a valid claim the customer would first need to clarify how all of this accumulated damage occurred from a one time in home accident. The nature and position of these damages does not reasonably align with any of the general information the customer has selected to convey thru this channel thus far and this type of damage is not the result of a factory defect.
The Protection Plan does cover an extensive amount of accidental damages, including someone accidentally poking the merchandise with something sharp in their pocket while sitting down (even this scenario does not transfer to the pictures provided and where this damage is located). Accidental damages are covered thru Guardian and not Bobs Discount Furniture, the sales invoice provided to this customer clearly verifies that Bobs handles manufacturing defects and the Guardian company handles accidental reports of damage.
As stated previously, should the customer wish to file a claim with Guardian it is certainly an avenue they can take however accumulation of damage is not covered, the expressed documents provided at the time of sale do depict that coverage is offered from a one time accidental incident and based on a complete review of all facts within this case I am not confident a claim of this nature can be covered under the protection plan for accidents. If the customer can clarify, within the guidelines of their accidental protection plan, how all this damage occurred from a one time occurrence Guardian would be happy to take that report from the customer directly.
Guardian can be reached at[redacted] (Mon – Fri 8:00a – 5:30p), press number (2) on your telephone’s keypad to file a new claim.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%3
major-latin;">Good Morning Revdex.com-
We sincerely apologize to this customer. When one link in the chain does not perform
their assigned function the machine comes to a complete stop. We do absolutely agree with this customer
that the team did not perform the job function with which they were
entrusted.
We have reached out to their depot to both ensure
that we have a different team for delivery on 4/9/16 and that the team is aware
that the home is a little more difficult to find. The team will be calling this customer to
advise when they are in the area, so that this customer may guide them to the
home.
We can certainly understand why the customer
feels they are entitled to compensation for this failure. Due to the issue being delivery failure, I
would like to offer to refund this customer the delivery fee that was charged
on this sale. We can refund that once
delivery has been completed on 4/9/16 and the customer is happy with everything
in the home, no outstanding issues. As
we only offer compensation one time once delivery has been successfully
completed, this will be the final compensation.
If this customer accepts this offer of compensation they need to call in
to customer care after delivery has been completed and advice if they would
like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen
option, please have [redacted] card available as we do not keep credit card numbers
on file.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
I don't blame you for being very upset with us and on behalf of
Bobs Discount...
Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase.
Looking at your account I can not believe no one has offered you a
refund before now. It is unthinkable to
put a customer through this many deliveries, reselections and services. I am so sorry. This has all been over a one year span? Truly unbelievable, and yet, you have had to
live through it. I will absolutely not
require you to take another delivery. If
you would like me to cancel the exchange that has been scheduled for 2/23/16 we
can certainly pick up the merchandise for a refund. We would be refunding back you [redacted]
I need to know from you what pieces you want to return. I need to know if you want us to just pick up
the [redacted], or would you like other pieces you have bought over the year
picked up as well?
Please advise on how you would like this to proceed,
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Roman" size="3">
Good Afternoon Revdex.com,
I
apologize that the customer is experiencing any disappointment with the terms
and conditions of their protection plan however I am unable to proceed further
without seeing the pictures that are referenced in this posting.
The
customer’s account shows that one of one of our Goof Proof Liaisons has already
responded to the customer’s concern directly (via email on 12.02.2015) advising
why we are unable to provide recourse to this request & providing a copy of
the [redacted] Terms and Conditions associated with the accidental protection. If
the customer would like to have the pictures reviewed another time (and within
this mediation channel) please ask them to submit the photos in reference within
their next response to us.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons
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+
Good Morning Revdex.com,
I am very sorry that our customer does not find our offers
for resolution acceptable. I assure you that we are working at full capacity to
offer our customer fair options for resolution to her concerns. Our Goof Proof
Plans are not scams and operate under the same guidelines as many other protection
plans sold by other furniture retailers. It is factual that your furniture can
be replaced through this plan and the specific choice of recourse you are
offered as a consumer is decided and managed by the [redacted] company, not Bobs
Discount Furniture.
It makes me equally as sad as our customer states she is
that our effort to help is not being considered by our customer. We were able
to work as a Liaison on our customer’s behalf and get the [redacted] company to
reconsider our customer’s denied claim. [redacted] is currently awaiting contact
from this customer and asks that she send in photos to them. If a replacement
was to be offered the choice would be up to [redacted] as the protection plan our
customer has left on her merchandise is managed through that company. Bobs Discount
Furniture is able to offer our customer quality service and I am so sorry again
if our customer chooses to not see the value and care within our option for
resolution.
Our customer can contact our Customer Care Office at
###-###-#### to schedule the service we can offer or she may follow up with
[redacted] at ###-###-#### to get more information about the photos they seek
and how to proceed with her protection plan claim through that channel.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
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,
I called and left a message for [redacted] today...
(1.21.2015) at the daytime number
she has provided to the Revdex.com.
I advised the customer of my direct phone number and ask that you please pass
this along for her use ###-###-####.
We are truly very sorry for the frustrations that our
many failures have caused our customer and given that there are many specific
pending details to confirm with our customer, we are seeking to speak with the
customer on a verbal basis if at all possible.
Should[redacted] prefer our responses be provided in writing
only thru the mediation channel she has opened with you please ask that she
write back to this response indicating so and we will comply with her
communication request.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We choose option#2 to resolve this issue.
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:
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]
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
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.
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-
We are very sorry for the issue with...
the home damage. We have researched this claim and have
reached out to the depot and they will proceed with the claim. They will be reaching out to the customer directly
to work through the process. We are very
sorry that this experience has caused the customer unnecessary frustration.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning [redacted],...
I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the Guardian company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology. I do not deny that
we, like any business, have unhappy customers who have experienced failures or
headaches while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved don’t feel the need to
take action on reposting/posting positive feedback.
I am truly sorry that you believe to
have experienced any confusion during your time of sale, we do not deceive our
customers, support products and plans we do not find valuable, and we do not
force our customer into buying any product. To categorize our protection plan
as poor quality or state that all of our customers are complaining just
doesn't give the nearly 3,000 customers that are receiving a great experience
today and in the future, as well as my nearly 4,000 team members who strive
every day to make the experience a pleasant one, ample credit. We do provide a
general flyer at the time of every sale that very clearly indicates there are
some exclusion(s) to the protection plan and that document further encourages
the consumer to read their full plan documents for the list of exclusions.
We partner with Guardian to offer this
genuinely valuable option to all our customers and uphold the terms of coverage
in order to ensure all resolutions are kept fair for all customers. With this
being said, we are willing to make a valid effort to work above policies and
procedures and reach out to you as an individual by offering to refund you the ‘Goof
Proof Plus’ plan, ultimately canceling the protection that you have indicated
offers you no significance. This is an offer we make to meet your individual
demands and while we continue to apologize that your concern of animal damage
is not covered; keeping the plan for its manufacturing warranty and covered
accidents worth remains the route we strongly recommend for you and the
continued future of your product.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
10pt;">We are very sorry for the miscommunications that have caused this
customer to receive poor service. It
appears that this has been rectified at this time. We are sincerely sorry that it required the
customer calling in so many times. We
have created the service for the dresser, service number is [redacted]
Please call in at your earliest convenience to schedule the appointment.
[redacted] has been looking to speak with this customer regarding
the account. ###-###-####.
We are sincerely sorry for the time this customer has had to wait
in getting this rectified. We would like
to offer this customer a $100 gift card as a token of our apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: my son accidentally broke the foot of the bed when he was wrestling with his friends and they fell against it. This also chipped the side rail. I paid for the accident protection for specifically this reason. Bob's should back up their customers if they are offering a 3rd party service that does not follow through.
Sincerely,
[redacted]
Good Morning
"Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m sorry to learn of your disappointment with the products you
purchased from us. I assure you we want to resolve any concern our customer may
have in the most fair and adequate manner.
Your account indicates that as of 9.03.2015 you spoke with another
Corporate Liaison (Jennifer) who set up a service call for your mattress. Your
mattress has a warranty associated with it and if you look at your sales
receipt you’ll find (under Service Policy) that if there is a defect in your
mattress, as deemed by our technician, we will have avenues available for
further resolution. Please call us to set up this service appointment as we
care very much about our customers getting a good nights sleep on the bedding
they select.
In regards to the living room furniture, we worked above and beyond
the refund policy you signed at time of purchase and took back your chair for a
refund without requiring any inspection. This was an extreme effort put forth
by our business to address your concerns as an individual and work beyond
policy. Had you made us aware of your product concerns with the sofa and
ottoman we absolutely would have acted under our Service Policy and addressed
your concerns. As you have now sold these items at your own discretion our
business can no longer be held responsible for their condition or any offer for
recourse. In essence you are asking a retailer to give you money for an item
they have no way of inspecting to confirm your allegation, an item you have
made money off of in a private sale, and an item you have no way of physically
returning to the retailer.
I’m so sorry and Bobs Discount Furniture truly wishes to help
every customer with any concern however due to the facts associated with this
request we have no further recourse to offer you related to the past purchase
on the living room furniture.
We look forward to scheduling your mattress inspection and helping
you move forward into a better nights sleep.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
In order for the Guardian company to even consider this a valid claim the customer would first need to clarify how all of this accumulated damage occurred from a one time in home accident. The nature and position of these damages does not reasonably align with any of the general information the customer has selected to convey thru this channel thus far and this type of damage is not the result of a factory defect.
The Protection Plan does cover an extensive amount of accidental damages, including someone accidentally poking the merchandise with something sharp in their pocket while sitting down (even this scenario does not transfer to the pictures provided and where this damage is located). Accidental damages are covered thru Guardian and not Bobs Discount Furniture, the sales invoice provided to this customer clearly verifies that Bobs handles manufacturing defects and the Guardian company handles accidental reports of damage.
As stated previously, should the customer wish to file a claim with Guardian it is certainly an avenue they can take however accumulation of damage is not covered, the expressed documents provided at the time of sale do depict that coverage is offered from a one time accidental incident and based on a complete review of all facts within this case I am not confident a claim of this nature can be covered under the protection plan for accidents. If the customer can clarify, within the guidelines of their accidental protection plan, how all this damage occurred from a one time occurrence Guardian would be happy to take that report from the customer directly.
Guardian can be reached at[redacted] (Mon – Fri 8:00a – 5:30p), press number (2) on your telephone’s keypad to file a new claim.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%3
major-latin;">Good Morning Revdex.com-
We sincerely apologize to this customer. When one link in the chain does not perform
their assigned function the machine comes to a complete stop. We do absolutely agree with this customer
that the team did not perform the job function with which they were
entrusted.
We have reached out to their depot to both ensure
that we have a different team for delivery on 4/9/16 and that the team is aware
that the home is a little more difficult to find. The team will be calling this customer to
advise when they are in the area, so that this customer may guide them to the
home.
We can certainly understand why the customer
feels they are entitled to compensation for this failure. Due to the issue being delivery failure, I
would like to offer to refund this customer the delivery fee that was charged
on this sale. We can refund that once
delivery has been completed on 4/9/16 and the customer is happy with everything
in the home, no outstanding issues. As
we only offer compensation one time once delivery has been successfully
completed, this will be the final compensation.
If this customer accepts this offer of compensation they need to call in
to customer care after delivery has been completed and advice if they would
like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen
option, please have [redacted] card available as we do not keep credit card numbers
on file.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison