I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs 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 nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the end of the first week of November We have the current options available for recourse in relation to this customer’s concern: Either: To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return the delivery fee after we have successfully completed to the customer Or a cancelation and full refund of the customer’s order 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 The delay was not due to the miscommunication with the Goof Proof plan The customer would have received a call from the store regarding the delay and not being able to fulfill our delivery Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We are very sorry that this customer is suffering discomfort from medical concerns We are not able to offer any recourse however The tech reported to us that the foundation and mattress are in poor condition The damages and issues he found are not because of any manufacturing defects He found that the pieces are torn, stained and not receiving proper support It is possible that the pieces were damaged when they were moved from [redacted] It is a customer’s responsibility to provide proper support under a foundation, if proper support is not in place, the foundations will cave, tear and the support beams may crack under the stress We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are very sorry for the delay in having this rectified for the customer We do understand that sometimes the technician does not want to give the bad news to a customer in the customer’s home The instead tell the customer what the customer wants to hear to avoid a confrontation This is something we are working on We have a policy in place for when a customer does not agree with a technician’s report, we ask the customer to submit photos (if the tech did not) of what they are stating the issue is We have a team that is trained to look at these photos specifically to note if there are manufacturing defects I see that the process has worked and the customer has been set up for a reselection credit If there are any other issues, please make us aware through the Revdex.com mediation service of calling into customer care Thank you, Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] [redacted]
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [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 companyOur 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 Our direct records show no indication of conversation with this customer since when the product was deliveredAs the customer is reporting a frame concern, we are more than happy to help our customer under the manufacturer’s warranty associated with these frames We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further directly should they actually provide us with the opportunity to do so At this time we have created a service order (to send a technician to the home) under the address that was used to make this Revdex.com complaintPlease ask the customer to contact us directly (###-###-####) so that we can discuss the available service dates we have in the near futureFor reference the service order number associated with this request is [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies for the overall poor experience our customer has endured while seeking to get only what was guaranteed at the time of saleWe certainly do not intend to cause our customers more grief while rectifying failures we have initially caused and we are truly sorry for the aggravation we have caused *** and his wife to feel Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the paperwork to refund the delivery fee *** was charged and left instructions (below) for *** on how to contact our store to have this fully processed back to his original method of paymentWe do not keep full credit card numbers on file for security reasons; please ask that *** follow the instructions below at his earliest convenience o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing We apologize again that so much of [redacted] valuable time has been spent on these concerns and thank *** for his feedback so that we can appropriately rectify the coaching concerns we have
Complaint: [redacted] I am rejecting this response because: I will accept the terms of compensation for the $delivery fee once that is specified explicitly in writing The information offered in the company's response was too vague: "We agree to this customer’s request for compensation This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $delivery charge Sincerely, [redacted] ***
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We certainly apologize for the experience this customer has had trying to get the mattress repaired Unfortunately pet damage is not a manufacturing defectWe do not cover damage done from pets on any furniture This is something that as a company we would not be able to assist withThere is no [redacted] sold on mattresses please see attached sales order showing that the customer did not pay for [redacted] on the mattress, as this is something we have never offered as an option There was [redacted] sold on the Louie Bedroom set This is also not covered for any nail or teeth damage from petsPlease see attached flyer given out at time of sale Our failing has been in scheduling techs to go to the home on three occasions, for that error I am sorry We should not have wasted the customer’s time For that reason I am submitting to have a $ECard sent to this customer as an apology for our error The agents that scheduled this in error will receive coaching We are unable to cover occurrences of animal damage and we are sorry if the customer remains dissatisfied Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for any confusion that may have been present after her phone call with usWe feel terrible that our customer felt they could keep a defective item and we have reviewed the recorded call that took place on between our customer and the customer care agent she has cited in her complaint (***) to ensure that our customer was properly educated during this call We have listened to the complete call, and nowhere in this call was our customer told she could keep the merchandise She was even given the “return” number and at one point in the call [redacted] told the customer that we would pick up the old merchandise when we delivered the new merchandiseThere were various options for resolution offered within this call so we do acknowledge some responsibility for the customer’s confusion and have already processed a $Bobs Discount Furniture Gift Card as a form of apology for a missed ‘call-ahead’ request during the delivery process and the concern our customer has filed this complaint forI would also like to apologize for the incorrect information our customer was provided at the time of her new saleThe record and comment section of this return order has always reflected “new sale do not charge delivery fee” and I will certainly be following up with our retail location in [redacted] so we may correct any training failures we have for locating these type of comments as a sales professional I apologize again that our customer was left with any question as to how her upcoming delivery would flow and assure you that the record does not reflect our customer being told she could keep the defective console Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- face="Calibri">Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind 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 We can understand how frustrating it is to have the team running late and to not be able to get an answer as to why Our records indicate the team did arrive at 11:am and so were under an hour lateWe are sorry that the customer did not feel the $gift card that was offered was adequate That amount is above what we would normally offer for a team being less then an hour later then estimated timeframe Due to the delay in having this issues rectified, we will offer that amount, $as a refund to the [redacted] account If this customer would like to accept this offer, please reply through the Revdex.com mediation service that this is accepted and we will process this refund and email the customer a copy of the refund Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed 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]
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 From: [redacted] Sent: Friday, April 25, 5:PM To: [redacted] Subject: RESOLUTION OF A COMPLAINT I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE THEY REPLACED THE WHOLE SET THANKS AGAIN [redacted] Sent from Windows Mail
Good Morning [redacted] , I am sorry that you have been waiting so long for your credit to completely upload As [redacted] is a third party company Bobs Discount Furniture is not permitted to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into your customer account records Regretfully our records indicate that the ‘ [redacted] ’ you need replacement on is currently on back order from our vendor until Our Delivery Calendar only populates thirty days out from the present date so we can start discussing future delivery dates with you on or around Please call us at our Customer Care Office closer to the end of this month – start of October to discuss the available future delivery dates we can make this exchange for you We will most certainly be in touch with you should the item arrive to us sooner than expected to discuss earlier deliver dates For your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for this concern to be resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Bobs has issued me a refund Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the missed delivery and missing product delivery (from delivery on 10.9.2015) continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels their concerns were met with such a lack of careWe truly appreciate our customer escalating their concern of poor service to the Revdex.com so that we may address the coaching concerns we clearly have within our organization Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe absolutely acknowledge our failures as a business and the concerns these failures have further caused our customers to experience; we are more than willing to provide options for compensation to our customer after we honor our original promise of getting them the merchandise they selected Normally we provide our customers with any apology compensation in the form of a Bobs Discount Furniture Gift Card however due to the level of failures we are taking ownership for we are prepared to discuss working beyond this policy in an effort to satisfy our customers and hopefully earn their trust back in our business At this time we are looking forward to completely resolving our customer’s concerns on and they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on to confirm the compensation offer(s) we have available Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 made in May and at that time the customer purchased the option of [redacted] 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 misuse or abuse of the merchandise One of Bob’s technicians went to the home on June 28, and reported back to us that the damage was not manufacturing in nature He was able to add more fill and close the hole for the customer He did this as a courtesy Our side of the warranty is related to manufacturing defects only If this customer has a damage resulting from a single accident they can submit a claim to [redacted] The photos taken by the tech correlate with the tech’s report This does not appear to be a manufacturing defect Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As [redacted] property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on [redacted] behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possibleI was able to see they had a glass company there very quickly to set in a temporary window and the delivery company will be working with the apartment owner for a permanent resolution They will be reaching out to the customer for the damage to her personal property I have also provided the most updated telephone number I have for this trucking company as Bobs Discount Furniture is not permitted to address or handle claims that originate from a third party company [redacted] Delivery ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team has caused and may continue to cause to her and her family We understand that one of the team members fell down the customer’s stairs We assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As Ashley’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary The piece that was refused due to damages, the [redacted] , will not be billed by [redacted] as they only bill what has been delivered and accepted into the home by the customer I do see that on a previous delivery in December of this customer reported damages to pieces delivered into the home and was given concession to keep in the form of a gift card We have followed that same standard procedure for this delivery This customer spoke to a customer care lead on 2/26/and was offered a concession to keep after a photo review The customer accepted this offer and a gift card in the amount of $is being processed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur 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 carriesWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru BobsIt would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the accidental protection plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessaryPlease also note that our internal records show no attempt on this consumer’s part to communicate this damage to our business directly prior to filing this Revdex.com complaintWe do encourage the customer to contact our Customer Care Offices ( [redacted] ) if they feel this is a manufacturing defect so that we can assist them directlyShould they wish to continue using the mediation services you provide we are more than happy to honor that route as the customer wishes Like many other protection plans there are terms and conditions set forth in order to provide fairness in resolution for all customer’s alikeWe stand behind the expectation that all consumers must adhere to the expressed guidelines of the protection plan We are happy to research this concern further should we receive more, appropriate information from this consumer via this Revdex.com mediation channel To move forward with disputing to Guardian please advise the customer that we require an accidental damage report that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage mark(s) at close range -Picture that clearly shows the damage mark(s) at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs 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 nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the end of the first week of November We have the current options available for recourse in relation to this customer’s concern: Either: To wait for the item the customer initially purchased with the understanding that the tentative stock date would be on or about and we will return the delivery fee after we have successfully completed to the customer Or a cancelation and full refund of the customer’s order 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 The delay was not due to the miscommunication with the Goof Proof plan The customer would have received a call from the store regarding the delay and not being able to fulfill our delivery Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com- We are very sorry that this customer is suffering discomfort from medical concerns We are not able to offer any recourse however The tech reported to us that the foundation and mattress are in poor condition The damages and issues he found are not because of any manufacturing defects He found that the pieces are torn, stained and not receiving proper support It is possible that the pieces were damaged when they were moved from [redacted] It is a customer’s responsibility to provide proper support under a foundation, if proper support is not in place, the foundations will cave, tear and the support beams may crack under the stress We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- We are very sorry for the delay in having this rectified for the customer We do understand that sometimes the technician does not want to give the bad news to a customer in the customer’s home The instead tell the customer what the customer wants to hear to avoid a confrontation This is something we are working on We have a policy in place for when a customer does not agree with a technician’s report, we ask the customer to submit photos (if the tech did not) of what they are stating the issue is We have a team that is trained to look at these photos specifically to note if there are manufacturing defects I see that the process has worked and the customer has been set up for a reselection credit If there are any other issues, please make us aware through the Revdex.com mediation service of calling into customer care Thank you, Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] [redacted]
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [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 companyOur 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 Our direct records show no indication of conversation with this customer since when the product was deliveredAs the customer is reporting a frame concern, we are more than happy to help our customer under the manufacturer’s warranty associated with these frames We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further directly should they actually provide us with the opportunity to do so At this time we have created a service order (to send a technician to the home) under the address that was used to make this Revdex.com complaintPlease ask the customer to contact us directly (###-###-####) so that we can discuss the available service dates we have in the near futureFor reference the service order number associated with this request is [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my sincerest apologies for the overall poor experience our customer has endured while seeking to get only what was guaranteed at the time of saleWe certainly do not intend to cause our customers more grief while rectifying failures we have initially caused and we are truly sorry for the aggravation we have caused *** and his wife to feel Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the paperwork to refund the delivery fee *** was charged and left instructions (below) for *** on how to contact our store to have this fully processed back to his original method of paymentWe do not keep full credit card numbers on file for security reasons; please ask that *** follow the instructions below at his earliest convenience o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing We apologize again that so much of [redacted] valuable time has been spent on these concerns and thank *** for his feedback so that we can appropriately rectify the coaching concerns we have
Complaint: [redacted] I am rejecting this response because: I will accept the terms of compensation for the $delivery fee once that is specified explicitly in writing The information offered in the company's response was too vague: "We agree to this customer’s request for compensation This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $delivery charge Sincerely, [redacted] ***
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We certainly apologize for the experience this customer has had trying to get the mattress repaired Unfortunately pet damage is not a manufacturing defectWe do not cover damage done from pets on any furniture This is something that as a company we would not be able to assist withThere is no [redacted] sold on mattresses please see attached sales order showing that the customer did not pay for [redacted] on the mattress, as this is something we have never offered as an option There was [redacted] sold on the Louie Bedroom set This is also not covered for any nail or teeth damage from petsPlease see attached flyer given out at time of sale Our failing has been in scheduling techs to go to the home on three occasions, for that error I am sorry We should not have wasted the customer’s time For that reason I am submitting to have a $ECard sent to this customer as an apology for our error The agents that scheduled this in error will receive coaching We are unable to cover occurrences of animal damage and we are sorry if the customer remains dissatisfied Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for any confusion that may have been present after her phone call with usWe feel terrible that our customer felt they could keep a defective item and we have reviewed the recorded call that took place on between our customer and the customer care agent she has cited in her complaint (***) to ensure that our customer was properly educated during this call We have listened to the complete call, and nowhere in this call was our customer told she could keep the merchandise She was even given the “return” number and at one point in the call [redacted] told the customer that we would pick up the old merchandise when we delivered the new merchandiseThere were various options for resolution offered within this call so we do acknowledge some responsibility for the customer’s confusion and have already processed a $Bobs Discount Furniture Gift Card as a form of apology for a missed ‘call-ahead’ request during the delivery process and the concern our customer has filed this complaint forI would also like to apologize for the incorrect information our customer was provided at the time of her new saleThe record and comment section of this return order has always reflected “new sale do not charge delivery fee” and I will certainly be following up with our retail location in [redacted] so we may correct any training failures we have for locating these type of comments as a sales professional I apologize again that our customer was left with any question as to how her upcoming delivery would flow and assure you that the record does not reflect our customer being told she could keep the defective console Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- face="Calibri">Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind 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 We can understand how frustrating it is to have the team running late and to not be able to get an answer as to why Our records indicate the team did arrive at 11:am and so were under an hour lateWe are sorry that the customer did not feel the $gift card that was offered was adequate That amount is above what we would normally offer for a team being less then an hour later then estimated timeframe Due to the delay in having this issues rectified, we will offer that amount, $as a refund to the [redacted] account If this customer would like to accept this offer, please reply through the Revdex.com mediation service that this is accepted and we will process this refund and email the customer a copy of the refund Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed 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]
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 From: [redacted] Sent: Friday, April 25, 5:PM To: [redacted] Subject: RESOLUTION OF A COMPLAINT I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE THEY REPLACED THE WHOLE SET THANKS AGAIN [redacted] Sent from Windows Mail
Good Morning [redacted] , I am sorry that you have been waiting so long for your credit to completely upload As [redacted] is a third party company Bobs Discount Furniture is not permitted to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into your customer account records Regretfully our records indicate that the ‘ [redacted] ’ you need replacement on is currently on back order from our vendor until Our Delivery Calendar only populates thirty days out from the present date so we can start discussing future delivery dates with you on or around Please call us at our Customer Care Office closer to the end of this month – start of October to discuss the available future delivery dates we can make this exchange for you We will most certainly be in touch with you should the item arrive to us sooner than expected to discuss earlier deliver dates For your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for this concern to be resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Bobs has issued me a refund Sincerely, [redacted]
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the missed delivery and missing product delivery (from delivery on 10.9.2015) continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels their concerns were met with such a lack of careWe truly appreciate our customer escalating their concern of poor service to the Revdex.com so that we may address the coaching concerns we clearly have within our organization Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe absolutely acknowledge our failures as a business and the concerns these failures have further caused our customers to experience; we are more than willing to provide options for compensation to our customer after we honor our original promise of getting them the merchandise they selected Normally we provide our customers with any apology compensation in the form of a Bobs Discount Furniture Gift Card however due to the level of failures we are taking ownership for we are prepared to discuss working beyond this policy in an effort to satisfy our customers and hopefully earn their trust back in our business At this time we are looking forward to completely resolving our customer’s concerns on and they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on to confirm the compensation offer(s) we have available Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
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 made in May and at that time the customer purchased the option of [redacted] 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 misuse or abuse of the merchandise One of Bob’s technicians went to the home on June 28, and reported back to us that the damage was not manufacturing in nature He was able to add more fill and close the hole for the customer He did this as a courtesy Our side of the warranty is related to manufacturing defects only If this customer has a damage resulting from a single accident they can submit a claim to [redacted] The photos taken by the tech correlate with the tech’s report This does not appear to be a manufacturing defect Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that her property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As [redacted] property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on [redacted] behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possibleI was able to see they had a glass company there very quickly to set in a temporary window and the delivery company will be working with the apartment owner for a permanent resolution They will be reaching out to the customer for the damage to her personal property I have also provided the most updated telephone number I have for this trucking company as Bobs Discount Furniture is not permitted to address or handle claims that originate from a third party company [redacted] Delivery ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team has caused and may continue to cause to her and her family We understand that one of the team members fell down the customer’s stairs We assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As Ashley’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary The piece that was refused due to damages, the [redacted] , will not be billed by [redacted] as they only bill what has been delivered and accepted into the home by the customer I do see that on a previous delivery in December of this customer reported damages to pieces delivered into the home and was given concession to keep in the form of a gift card We have followed that same standard procedure for this delivery This customer spoke to a customer care lead on 2/26/and was offered a concession to keep after a photo review The customer accepted this offer and a gift card in the amount of $is being processed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur 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 carriesWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru BobsIt would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the accidental protection plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessaryPlease also note that our internal records show no attempt on this consumer’s part to communicate this damage to our business directly prior to filing this Revdex.com complaintWe do encourage the customer to contact our Customer Care Offices ( [redacted] ) if they feel this is a manufacturing defect so that we can assist them directlyShould they wish to continue using the mediation services you provide we are more than happy to honor that route as the customer wishes Like many other protection plans there are terms and conditions set forth in order to provide fairness in resolution for all customer’s alikeWe stand behind the expectation that all consumers must adhere to the expressed guidelines of the protection plan We are happy to research this concern further should we receive more, appropriate information from this consumer via this Revdex.com mediation channel To move forward with disputing to Guardian please advise the customer that we require an accidental damage report that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage mark(s) at close range -Picture that clearly shows the damage mark(s) at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison