Complaint: [redacted]
I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.
The price of the bed online is 599.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.9.15 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
The customer called in and stated that the right arm was
sagging. The tech report reflects that
the arm is indented slightly due to normal wear. This is not a manufacturing defect. There is no concern reflected from the customer
regarding springs. There is no note from
the technician regarding an inspection was done on the springs or any issue was
noted.
If the customer believes that there is an issue with the
springs we can certainly send a different technician to the home to evaluate if
there is a manufacturing defect with the springs.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize for the miscommunications that
lead to the customer not receiving the BWB timeframe they were looking
for. We do see that routing was able to
get the customer into an earlier timeframe once the error was brought to the stores
attention. The delivery team arrived at
the home at 10:08 and completed the delivery.
As this customer has a contract with a third party ACCEPTANCE NOW that encompasses
the delivery fee we are not able to honor the request for a refund. We will offer this customer a $75 gift card
as compensation for the miscommunication and the delivery team arriving 38
minutes outside of promised timeframe.
Kindest Regards,
Tracy S[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.
Sincerely,
[redacted]
While the quality of Bobs Furniture is decent, their customer care and "[redacted] plan" are something to be desired. A year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tear. The tear was approximately 2"x7" with minor damage to the foam itself. This accidental damage occurred while moving the set from one room to another. I had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the plan. After filing a claim with [redacted], I was shocked to be told that this damage was not covered. Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $50 repair job. Way to go Bob!
Good Morning Revdex.com,
face="Times New Roman" size=3>
The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products. All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds. The gas which they create in the reaction is what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out. The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.
We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.
We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.
Kindest Regards,
Stephanie A. G[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
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
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
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">
We are very sorry that this bed did not
live up to the customer’s expectations. I
do see multiple notes from agents that this was approved for a reselection due
to the reported issues. There are notes
that the customer was called and messages were left to call in and have the
paperwork created. I can not begin to
imagine having to endure this issue with a child’s bed; I am so sorry that this
has not been taken care of sooner. Should the customer wish to accept this offer
they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundle. This 100% will be based off of the original cost paid
for the bed only. We will waive the new
delivery fee as well. The Goof Proof
insurance does allow for a one time replacement on the merchandise, this would
fulfill that plan.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Bob’s does not manufacture merchandise; we are at the
mercy of our vendors. We did request the
parts be sent to the customer, we were given a date we should expect the
parts. The manufacturer did not fulfill
the order. We are very sorry that we
were not able to get the parts out to you on a timely manner.
I am confused however.
It appears the customer had a conversation with one of my colleagues
Elizabeth on September 16. They agreed
to give it one more week, and if the parts did not arrive, Bob’s would offer
either an exchange or a reselection, so the customer could get a
replacement. We will absolutely honor
that offer. There is a reselection
credit in the system for the cost of the sofa, the goof proof plan and the
tax. We will waive any new delivery fee. The pick up of the piece in the home will be
done when the customer’s new merchandise is delivered.
If the customer wishes to accept the offer for exchange
or reselection, they can reply that they accept, then go back to the store to
choose the new merchandise.
Good Morning Revdex.com,
10pt;">We are very sorry for the delivery not being completed
on the first scheduled date. The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations. Maybe the team was at the
wrong home or maybe a resident thought it was funny to send the team away. With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.
We took many
steps to ensure that this would be completed yesterday 9.28.16. This delivery has been successfully completed
at this time. At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery. If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted...
our customer care office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however; the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[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.
Sincerely,
[redacted]
size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] 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.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2012. At the time the sale was created
the customer purchased [redacted] This
protection plan covers the customer for a period of five years from accidental
damages. Accidental damages must be
called in to [redacted] within 30 days of occurrence. Accidents must be reported with the date of
the single occurrence that caused the damage, who was there, how the accident
occurred. This allows [redacted] to verify
that the damage was caused through an accident not through misuse or neglect.
We sent our technician to the home July of
2015. He found no manufacturing
defects. He found the pieces in the home
had several instances of damage caused in the home. When this customer called into [redacted] he
reported to them he did not know how the damages occurred, possibly from the
children in the home jumping on it. He
also reported to them that our tech had deemed it non-repairable, [redacted] then
reviewed the tech report and saw this was damage from July of 2015. This is not an accidental damage. This is unfortunately misuse. Sofas are not meant to be jumped on. This is not damage that [redacted] will cover. Please see attached a copy of the Goof Proof
handout and this customer’s warranty card from [redacted].
This merchandise was purchased with a one
year manufacturer’s warranty. That year
ended in September 2013. We have no
recourse to offer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Morning Revdex.com,
We are very sorry that this
customer’s purchase has not lived up to their expectations. There was unfortunately a piece that had to
be sent back on the truck, due to a cracked corner. The piece that was sent back on the truck was
not billed to the customer. [redacted]
has a very distinct billing system, they bill for what was received, not what
was written on the sale. Please see
attached a copy of the sales order, showing that no Matrix Server was billed.
There were several pieces that
customer was not happy with and those were discounted for the customer.
Bob’s offers the absolute best
value at our price point. We are
sincerely sorry that this customer is not satisfied with the purchase.
We would not be able to offer to
refund on the [redacted] insurance that was purchased, this could have been
canceled and refunded any time up until the delivery was made. As these pieces have now been in the home for
about six weeks we would not be able to extend an offer to refund. I understand the customer’s concern with
reading the reviews on [redacted].
Unfortunately people are much more apt to complain when claims are
denied then they are to submit positive responses when claim are
satisfied. Many more claims are
satisfied then are denied. Accidents do
happen, and this insurance, when utilized correctly, is very valuable.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:It was resolved and the manager at the store corrected the mistake.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.
The price of the bed online is 599.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 4.9.15 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
The customer called in and stated that the right arm was
sagging. The tech report reflects that
the arm is indented slightly due to normal wear. This is not a manufacturing defect. There is no concern reflected from the customer
regarding springs. There is no note from
the technician regarding an inspection was done on the springs or any issue was
noted.
If the customer believes that there is an issue with the
springs we can certainly send a different technician to the home to evaluate if
there is a manufacturing defect with the springs.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Good Afternoon Revdex.com,
line-height: 15pt;">We apologize for the miscommunications that
lead to the customer not receiving the BWB timeframe they were looking
for. We do see that routing was able to
get the customer into an earlier timeframe once the error was brought to the stores
attention. The delivery team arrived at
the home at 10:08 and completed the delivery.
As this customer has a contract with a third party ACCEPTANCE NOW that encompasses
the delivery fee we are not able to honor the request for a refund. We will offer this customer a $75 gift card
as compensation for the miscommunication and the delivery team arriving 38
minutes outside of promised timeframe.
Kindest Regards,
Tracy S[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.
Sincerely,
[redacted]
While the quality of Bobs Furniture is decent, their customer care and "[redacted] plan" are something to be desired. A year after purchasing a home bed set, the foot of the bed (leather covering with foam padding) suffered a tear. The tear was approximately 2"x7" with minor damage to the foam itself. This accidental damage occurred while moving the set from one room to another. I had purchased the goof proof plan, after being assured by the salesperson that any "accidental" damages would be covered by the plan. After filing a claim with [redacted], I was shocked to be told that this damage was not covered. Bobs has lost my business and I will advise all friends, family and coworkers not to buy from them in the future....all because of a $50 repair job. Way to go Bob!
Good Morning Revdex.com,
face="Times New Roman" size=3>
The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products. All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds. The gas which they create in the reaction is what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out. The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.
We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.
We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.
Kindest Regards,
Stephanie A. G[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
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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
Good Morning Revdex.com-
size="3">
We are very sorry that this bed did not
live up to the customer’s expectations. I
do see multiple notes from agents that this was approved for a reselection due
to the reported issues. There are notes
that the customer was called and messages were left to call in and have the
paperwork created. I can not begin to
imagine having to endure this issue with a child’s bed; I am so sorry that this
has not been taken care of sooner. Should the customer wish to accept this offer
they are able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundle. This 100% will be based off of the original cost paid
for the bed only. We will waive the new
delivery fee as well. The Goof Proof
insurance does allow for a one time replacement on the merchandise, this would
fulfill that plan.
Kindest
Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
Bob’s does not manufacture merchandise; we are at the
mercy of our vendors. We did request the
parts be sent to the customer, we were given a date we should expect the
parts. The manufacturer did not fulfill
the order. We are very sorry that we
were not able to get the parts out to you on a timely manner.
I am confused however.
It appears the customer had a conversation with one of my colleagues
Elizabeth on September 16. They agreed
to give it one more week, and if the parts did not arrive, Bob’s would offer
either an exchange or a reselection, so the customer could get a
replacement. We will absolutely honor
that offer. There is a reselection
credit in the system for the cost of the sofa, the goof proof plan and the
tax. We will waive any new delivery fee. The pick up of the piece in the home will be
done when the customer’s new merchandise is delivered.
If the customer wishes to accept the offer for exchange
or reselection, they can reply that they accept, then go back to the store to
choose the new merchandise.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
10pt;">We are very sorry for the delivery not being completed
on the first scheduled date. The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations. Maybe the team was at the
wrong home or maybe a resident thought it was funny to send the team away. With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.
We took many
steps to ensure that this would be completed yesterday 9.28.16. This delivery has been successfully completed
at this time. At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery. If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted...
our customer care office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however; the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[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.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([redacted] 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.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2012. At the time the sale was created
the customer purchased [redacted] This
protection plan covers the customer for a period of five years from accidental
damages. Accidental damages must be
called in to [redacted] within 30 days of occurrence. Accidents must be reported with the date of
the single occurrence that caused the damage, who was there, how the accident
occurred. This allows [redacted] to verify
that the damage was caused through an accident not through misuse or neglect.
We sent our technician to the home July of
2015. He found no manufacturing
defects. He found the pieces in the home
had several instances of damage caused in the home. When this customer called into [redacted] he
reported to them he did not know how the damages occurred, possibly from the
children in the home jumping on it. He
also reported to them that our tech had deemed it non-repairable, [redacted] then
reviewed the tech report and saw this was damage from July of 2015. This is not an accidental damage. This is unfortunately misuse. Sofas are not meant to be jumped on. This is not damage that [redacted] will cover. Please see attached a copy of the Goof Proof
handout and this customer’s warranty card from [redacted].
This merchandise was purchased with a one
year manufacturer’s warranty. That year
ended in September 2013. We have no
recourse to offer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good...
Morning Revdex.com,
We are very sorry that this
customer’s purchase has not lived up to their expectations. There was unfortunately a piece that had to
be sent back on the truck, due to a cracked corner. The piece that was sent back on the truck was
not billed to the customer. [redacted]
has a very distinct billing system, they bill for what was received, not what
was written on the sale. Please see
attached a copy of the sales order, showing that no Matrix Server was billed.
There were several pieces that
customer was not happy with and those were discounted for the customer.
Bob’s offers the absolute best
value at our price point. We are
sincerely sorry that this customer is not satisfied with the purchase.
We would not be able to offer to
refund on the [redacted] insurance that was purchased, this could have been
canceled and refunded any time up until the delivery was made. As these pieces have now been in the home for
about six weeks we would not be able to extend an offer to refund. I understand the customer’s concern with
reading the reviews on [redacted].
Unfortunately people are much more apt to complain when claims are
denied then they are to submit positive responses when claim are
satisfied. Many more claims are
satisfied then are denied. Accidents do
happen, and this insurance, when utilized correctly, is very valuable.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison