Good Afternoon [redacted] , 16px;"> I am truly very sorry for the terrible delivery experience you received from us, I do understand that waiting home for several hours and receiving no direct follow up is extremely frustrating and unacceptableI assure you that Bobs Discount Furniture values each one of our customers and we never intend to cause such disappointment I agree with you fully that your delivery fee should be refunded as an apology from Bobs and I have processed this paperwork for you today (2.26.2014)In order to get this financial transaction refunded to you, I will ask that you please contact the Bob’s Store you originally purchased from and have the credit card you originally used to pay handyI have left some further instruction for you below: -Anytime after 10am and before 9pm Dial ###-###-#### -Press the number one (1) on your keypad when you hear Bobs voice -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] -At that point they will take the credit card information from you and complete the processing I apologize again for the multiple failures and poor customer care experience you have endured and I do hope that you have many years of joy using your counter chairs [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the multiple deliveries of the bookcase and the understandable inconvenience these deliveries caused to our customerAs a retailer we take our responsibility seriously to honor the original agreement we have made to deliver our customer the factory fresh (non-damaged) merchandise they selected and paid for via our showroomThis customer’s account reflects that all merchandise concerns have been fully rectified as of July 3, We acknowledge the reasons why our customer is seeking a further form of apology and stand behind the value that a Bobs Discount Furniture Gift Card holds today and always 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 daily operations that have helped us expand into new markets and continue to grow as rapidly as we haveWe 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 by using a gift card Should our customer wish to accept our offer of further apology we will be happy to process and mail out a Bobs Discount Furniture Gift Card in the amount of $ Please ask that the customer respond to this Revdex.com communication as satisfied to have this gift card offer processed and we will mail this gift out in approximately 10-business days from the date we receive their response For all purposes of confirmation the Bobs Discount Furniture Gift Card (if accepted) will be mailed to: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] I sincerely apologize for the sales experience you have explained enduring while making your purchase with Bobs Discount FurnitureI assure you that on a daily basis we seek to execute core values such as honesty and integrity in every possible wayWe do not find the level of communication you cite to have received from your sales person as acceptable behavior and we thank you for escalating your concern so that we may ensure our sales staff is presenting an enjoyable and hassle free experience for all our valued customers Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled for to resolve this concernRegretfully we are unable to offer a further discount on factory fresh items with no cosmetic or factory defect concernsWe have taken ownership and accommodated you for the mistake we made by providing you with a delivery service free of chargeDelivery is a separate business in itself and we never work the price of a delivery fee into the price of our productThere are also many other benefits (as stated in your trifold) that come with paying for a delivery verse scheduling a customer pick upYou are receiving all of these respected benefits at no cost to youThe refund charge for the $delivery fee was fully processed from our system on the afternoon of (Authorization number: [redacted] ) It can take anywhere from 3-business days to completely process back to your card and as is most dependent on your bank’s processing time as it has been fully released from our systems Again, I am genuinely very sorry for the experience you endured while shopping with us and I do feel that we have made a valid effort to work above our policies and procedures to apologize to you and make our failure rightI look forward to your dining room delivery on as I am eager for you to receive the new home furnishings you have been expecting Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Hi, Complaint: [redacted] I am rejecting this response because: I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $That is not acceptable to meNot only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versioOf the contract before I paid for it even though that was not ever made available to me everI have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as wellI'm not even getting responses.regarding the cigarette burns which I was told would be coveredI emailed pictures about that to [redacted] I am just completely tired of all of this run aroundThe least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess ofAt least I could be able to get professionals to fix this if I had the full refundI am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle differenceI tried different cameras and different lighting conditionsIt's just something that has to be seen physicallyI think I have done more than enough on ny partI paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claimI have never had this much trouble or rudeness even dealing with health and car insuranceThus has been the worse customer service experience I have ever had bar noneI call my phone company and complain about bad signal quality and they give me a month freeNo questions askedNo did you try this were wearing Shoes while usingNothingYou guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer outI want my full $refund for the insuranceIf that happens you'll never hear from me again Sincerely, [redacted] [redacted]
Good Afternoon Revdex.com- We sincerely apologize to this customer We did have to cancel the first appointment due to an icy bridge There was an issue with getting this rescheduled for the customer I am so sorry that this has been an ongoing issue for this customer I agree that this has been an unacceptable situation for the customer to endure I do see at this time this customer has spoken with a lead and this was set up to exchange the piece completely instead of trying to service I believe that the exchange dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question or concern to be addressed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, size="3">I apologize that you are experiencing any dissatisfaction with the ‘ [redacted] ***’ protection plan you purchased thru us or any dissatisfaction with your merchandise [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 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, accidental coverage applies to a single instance of occurrence, and the document further encourages the consumer to read their full plan documents for a more detailed list of exclusionsAs the manager of the plan, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved In your specific scenario our records do reflect that photos you provided were reviewed by the highest levels we have available in our Ce Technician DepartmentsThe photo review did not depict that the item would be repairable by sending you a technician alone and regretfully any warranty coverage you had with Bobs Discount Furniture directly expired nearly one year agoYour account does not depict any previous reports of concern with your warranty period and as a business we are directly liable for coverage within the one year guarantee for factory defects we express on our sales invoice Due to [redacted] being a third party company we are unable to offer resolutions for their coverage plan or overturn denial choices they have made and I am sincerely very sorry that there is no recourse that Bobs Discount Furniture can offer regarding your recliner Should you feel that for some reason the plan was misrepresented to you during the sale period (years ago) and wish to cancel the ‘ [redacted] ***’ protection plan and receive a refund on the cost you paid us for it ($49.99); we will offer to refund that to you via a corporate check that would take approximately 7-business days to arrive to you once the refund request has been submitted I look forward to hearing back from you via this Revdex.com channel you have opened Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, face="Calibri">We apologize to the customer for any inconveniences that have been caused as a result of her not being able to accept the delivery on While we certainly empathize with this customer’s frustrations per our records we have caused no direct failure to our client A time frame of 4:00pm -6:00pm would not make sense for several reasonsWe provide an estimated three (3) hour window for any scheduled furniture delivery and our delivery teams start making stops at approximately 6:30am (in most states we are not permitted by law to have a driver scheduled on the road for a period of 11- hours) Our automated system’s records show a time frame of 9:00am -12:00pm being delivered to phone number: ###-###-#### in reference to this scheduled delivery for Bobs Discount Furniture cares very much to satisfy our customers and we continually seek to make any failure we may be responsible for right by our customerI have performed extensive research on this account and come to the conclusion that the estimated time window provided to this customer was confirmed as 9:00am – 12:00pmIf the customer can provide a transcript along with date and time information I will be happy to perform further research along with my IT department to determine the origin of the alleged voicemail she asserts to have Our records further indicate that our delivery team tried with every capability to make this delivery on The delivery team told us that they went to the rental office and asked if anyone from that office would let them into the residence and supervise their delivery, they were turned awayThey also offered to leave the merchandise with the rental office prior to leaving and were again told this was not an optionWe are just as disappointed as our customer is that we were unable to complete the original scheduled delivery At this time we will not be making an offer of monetary apology as we believe to have honored all agreements made with our customerShould the customer wish to provide more evidence I am willing to perform further researchWe currently have another scheduled delivery in place to deliver the expected product Sincerely, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe did complete the exchange on At this time we believe all issues to be rectified We have compensated this customer with both refund of the delivery fee and an additional gift cardWe truly hope the customer is satisfied with the merchandise that is in the home at this time 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
Good Afternoon Revdex.com and Brandt- We are certainly sorry that the pieces are not comfortable at this time When this set was purchased in October of the option of [redacted] Plus was declined This set was purchased with our One Year Manufacturer’s Warranty There were no issues or complaints called in within the warranty period This scenario would dictate a billable service as the next course of action At this time,we will waive the cost of the billable service and offer this customer a free service Bobs Discount Furniture is prepared to offer you a courtesy service for adding stuffing to seat cushionsIn accepting this service please know that this service will be provided on a best effort basis onlyThis means we will do our absolute best to make the seat comfortable and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandiseWe take great pride in our technician’s quality workmanship and are happy to provide this even though the pieces are outside of warranty Providing all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time Should you wish to accept our offer for resolution, please reach out to us through this Revdex.com channel or via our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p) Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon 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 carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the 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 Another valuable portion of the protection plan is the extended coverage offered against factory defectsAs generally outlined on the sales invoice we reserve the right to inspect the merchandise to determine if the concern the customer is reporting is a factory defect before granting use of the benefits associated with this protection planThe factory trained professional that visited the customer’s home on reported to us that there were no factory defects present and therefore coverage under the associated warranty cannot be honored directly through Bobs Discount Furniture In an effort to assist this consumer I have followed thru on various avenues of research and in order to move forward with any type of courtesy offer for resolution our business requires more information from this consumer #1: There is a mention of ‘wood damage to a table’ in their complaintWhen I pulled the Guardian records associated with claim# [redacted] , these records indicate that the customer reported to Guardian that they have termites in the home that caused the damage to the wood tableIs this the same ‘table concern’ the customer is trying to report to the Revdex.com and get Bobs to cover? #2: The customer has also mentioned a concern happening within ‘months’? Our records as well as Guardian’s show no report of concern until a year after the customer held possession of this merchandiseWhere or to whom is the customer indicating they reported concerns within months to? #3: The customer’s ‘disputed amount’ pertains to their entire sales order and the Bobs Discount Furniture Technician inspected and reported on the sofa and the loveseat only while in the home on Is the customer seeking assistance with the sofa and loveseat or are there other concerns that have not been inspected or reported by/to Bobs directly with the other merchandise on the original sales order? As a business we certainly do want to help aide our customer in any way that may be possibleWe look forward to hearing back from this customer via this mediation channel they felt necessary to open with answers to our above questionsAfter their response has been received we will continue to perform research as to what, if any, resolution we are able to provide to this customer as a courtesy from our business Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon italic;">Revdex.com- I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies As a mom of young children I can only imagine how upsetting this must have been Your comments regarding the service you received by our team are very important and concerning to usYou deserve only the best service, especially when you visit Bobs and I apologize again that we let you down I see the pickup is scheduled for 6/4/ Once the pickup has been confirmed as completed we will be able to release the refund to the [redacted] card Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care 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 July and at that time the customer purchased the option of [redacted] 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 misuse or abuse of the merchandise We scheduled our service technician to the home That technician did not find the damage to be manufacturing in nature Stating that the damage is not manufacturing in nature does not mean it is being blamed on the customer Accidents happen, that is why customer’s purchase [redacted] *** If this customer is aware of how the damage occurred and when they can certainly utilize the [redacted] accidental damage protection plan I have attached a copy of the handout the customer was given at time of purchase, for their review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Please pass on our sincerest apologies for the inconvenience the damaged merchandise and multiple phone calls caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion While it is not procedure to so we do recognize that we have failed our customer and we have already made an exception in this case to work above our compensation guidelines and policiesNormally we offer any additional apology amount in the form of a Bobs Discount Furniture Gift Card and in this case we have already approved our apology amount to the customer in the form of a refund We do not offer apology monetary amounts based off of any one individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition Our records indicate that Courtney made an appropriate offer in the amount of $as an additional form of apology on Due to the extreme disappointment our customer is expressing we will upgrade our offer one final time to a $refund to [redacted] *** We again apologize to our customer and while it is at their discretion to accept this additional courtesy from us we do hope they can see the value in our offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, size="3">I apologize for any confusion you may have been left with after our service technician left your residenceI further apologize for any miscommunication we may have given you that led you to believe you would be receiving email follow up on the status of your purchase part order At this time your account reflects that we placed the purchase order with the overseas manufacturer on (The Monday after receiving your payment on 6.12.2015)This is a manufacturer that will only ship goods by ocean container therefore the estimated timeframe for shipment completion is approx 10-weeks beginning from the date the part is orderedYour part order is currently slated to arrive towards the latest part of that estimate and is showing us an early October, arrival periodI have included a print screen of the part order (attached document) per your request for confirmation The reason your claim was not covered under the Goof Proof Plus Protection Plan was because our factory trained technician did not determine the concern to be the cause of a manufacturing defectThe report we were provided with denotes that the seating of the chaise was showing signs of wear and tearThe Goof Proof Plus Protection Plan is intended to offer coverage against accidental damage like stains and manufacturing defects, the exclusion of wear and tear is also listed under our ‘Service Policy’ via your original sales invoiceWe have taken the appropriate steps to address our technician internally regarding the allegations of service result verification you cite you were provided with I apologize to you again for any frustration the wear/tear concern has caused you and for the extended shipping time associated with this specific vendorIf you still maintain feelings of dispute against our technician’s results, please send thru a minimum of color photos of your furniture and its concern - via this Revdex.com channelI will review these photos with our technician’s manager and see what, if any, further recourse may be offered for resolution Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Mr [redacted] , I apologize that you have been unable to fully enjoy your furniture item, for the last monthsI reviewed your account using the identifying information supplied in your Revdex.com complaint however, I was only able to locate purchases made over a year ago but, there was no active part orderWhat item did you purchase that required a replacment part? Do you have your order number? I will gladly look further into the status of the part order and/or explore alternate options for recourse however, I need to be able to access your account Please provide the answers to the above questions
Good Afternoon [redacted] , 16px;"> I am very sorry that you are experiencing such disappointment with you product and service you have received from usI understand your frustrations and assure you that Bobs Discount Furniture works very hard every day to ensure our cherished customers are satisfied After reviewing your account I feel that it is necessary to offer you resolution for this concern and I apologize again that you needed to escalate your concern so highly in order to get it properly recognizedAs of recently we stopped carrying the current table you own due to a decrease in popularity and projected salesI have processed a ‘reselection store credit’ for you in our systemPlease feel welcome to visit one of our Bobs showrooms and select another table that will fit well with your chairsThe total credit is made of up the full price you paid for your table and the amount of Goof Proof you purchased on your tableYour original invoice reflects $paid for the table and I have added a $credit for the Goof Proof plan you purchased The total amount available for you to reselect with is $Please use this credit prior to as it will expire after thatIn order to provide you the best care possible we will also cover the cost of delivering your new table as an apology for the aggravation you have endured with this concernPlease provide your salesperson this credit number: [redacted] while making the new purchase Please feel free to respond to me through this channel should you have any other questions or concerns regarding this credit and I do hope that we have met your request to a satisfactory result Thank You, [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 Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I am not able to locate an account http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have spoken with [redacted] and her husband [redacted] this morning (7.29.2014)We have agreed on a resolution option to provide satisfaction to our valued customers in this time of concernWe are very sorry for the lack of care that was applied to our customer’s concerns and we appreciate the feedback we have been provided here so that we can improve all of our customer’s experiencesWe hope to have gained [redacted] and ***’s trust back in our business today Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that this customer is not completely satisfied with the [redacted] sleeper purchased from Bob’s in January I have reviewed the service technician report from November and the photos the tech took while in the home I agree that a part order would be the best recourse I have created that part order and the two seat casings will be shipped directly to the home These parts are ordered directly from the vendor and must be shipped This customer should expect to receive the casings the first week of January We apologize for the inconvenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/herI ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not availableThen I called and was informed they were out of stockSo I re-ordered the sofa and chair on Apr 13, the delivery data was Apr But only delivered chair but no sofa on Apr So I call again and was informed sofa can be delivered on May I received on confirmation call on May Couple seconds ago, I called due to no delivery information on websiteAnd be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!
Good Afternoon [redacted] , 16px;"> I am truly very sorry for the terrible delivery experience you received from us, I do understand that waiting home for several hours and receiving no direct follow up is extremely frustrating and unacceptableI assure you that Bobs Discount Furniture values each one of our customers and we never intend to cause such disappointment I agree with you fully that your delivery fee should be refunded as an apology from Bobs and I have processed this paperwork for you today (2.26.2014)In order to get this financial transaction refunded to you, I will ask that you please contact the Bob’s Store you originally purchased from and have the credit card you originally used to pay handyI have left some further instruction for you below: -Anytime after 10am and before 9pm Dial ###-###-#### -Press the number one (1) on your keypad when you hear Bobs voice -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] -At that point they will take the credit card information from you and complete the processing I apologize again for the multiple failures and poor customer care experience you have endured and I do hope that you have many years of joy using your counter chairs [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies for the multiple deliveries of the bookcase and the understandable inconvenience these deliveries caused to our customerAs a retailer we take our responsibility seriously to honor the original agreement we have made to deliver our customer the factory fresh (non-damaged) merchandise they selected and paid for via our showroomThis customer’s account reflects that all merchandise concerns have been fully rectified as of July 3, We acknowledge the reasons why our customer is seeking a further form of apology and stand behind the value that a Bobs Discount Furniture Gift Card holds today and always 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 daily operations that have helped us expand into new markets and continue to grow as rapidly as we haveWe 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 by using a gift card Should our customer wish to accept our offer of further apology we will be happy to process and mail out a Bobs Discount Furniture Gift Card in the amount of $ Please ask that the customer respond to this Revdex.com communication as satisfied to have this gift card offer processed and we will mail this gift out in approximately 10-business days from the date we receive their response For all purposes of confirmation the Bobs Discount Furniture Gift Card (if accepted) will be mailed to: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Morning [redacted] I sincerely apologize for the sales experience you have explained enduring while making your purchase with Bobs Discount FurnitureI assure you that on a daily basis we seek to execute core values such as honesty and integrity in every possible wayWe do not find the level of communication you cite to have received from your sales person as acceptable behavior and we thank you for escalating your concern so that we may ensure our sales staff is presenting an enjoyable and hassle free experience for all our valued customers Bob’s prides itself on providing our customer quality service and the best value product for the priceOur primary focus is on ‘Making It Right’ so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled for to resolve this concernRegretfully we are unable to offer a further discount on factory fresh items with no cosmetic or factory defect concernsWe have taken ownership and accommodated you for the mistake we made by providing you with a delivery service free of chargeDelivery is a separate business in itself and we never work the price of a delivery fee into the price of our productThere are also many other benefits (as stated in your trifold) that come with paying for a delivery verse scheduling a customer pick upYou are receiving all of these respected benefits at no cost to youThe refund charge for the $delivery fee was fully processed from our system on the afternoon of (Authorization number: [redacted] ) It can take anywhere from 3-business days to completely process back to your card and as is most dependent on your bank’s processing time as it has been fully released from our systems Again, I am genuinely very sorry for the experience you endured while shopping with us and I do feel that we have made a valid effort to work above our policies and procedures to apologize to you and make our failure rightI look forward to your dining room delivery on as I am eager for you to receive the new home furnishings you have been expecting Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Hi, Complaint: [redacted] I am rejecting this response because: I was on the phone with your customer care line on the 8th of august and they only offered me a partial refund of a little over $That is not acceptable to meNot only are you not honoring what was said to me in store but your not honoring anything on the flyer and your telling me I should have known what the full booklet versioOf the contract before I paid for it even though that was not ever made available to me everI have dealt Sith 5+ hours of talking on the phone with various people and gone back and fourth through emails as wellI'm not even getting responses.regarding the cigarette burns which I was told would be coveredI emailed pictures about that to [redacted] I am just completely tired of all of this run aroundThe least you guys could do is refund me my money for the warranty (all $199.99) considering the table was made a mess ofAt least I could be able to get professionals to fix this if I had the full refundI am unable to photograph the matte vs gloss issue because the cameras will not pick up the subtle differenceI tried different cameras and different lighting conditionsIt's just something that has to be seen physicallyI think I have done more than enough on ny partI paid you guys and have been held hostage on the phone for hours because everyone keeps passing the buck and trying to blame me for not putting in the right claimI have never had this much trouble or rudeness even dealing with health and car insuranceThus has been the worse customer service experience I have ever had bar noneI call my phone company and complain about bad signal quality and they give me a month freeNo questions askedNo did you try this were wearing Shoes while usingNothingYou guys have grilled me like an escape prisoner just so you can rgure out how to not help your customer outI want my full $refund for the insuranceIf that happens you'll never hear from me again Sincerely, [redacted] [redacted]
Good Afternoon Revdex.com- We sincerely apologize to this customer We did have to cancel the first appointment due to an icy bridge There was an issue with getting this rescheduled for the customer I am so sorry that this has been an ongoing issue for this customer I agree that this has been an unacceptable situation for the customer to endure I do see at this time this customer has spoken with a lead and this was set up to exchange the piece completely instead of trying to service I believe that the exchange dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question or concern to be addressed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon ***, size="3">I apologize that you are experiencing any dissatisfaction with the ‘ [redacted] ***’ protection plan you purchased thru us or any dissatisfaction with your merchandise [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 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan, accidental coverage applies to a single instance of occurrence, and the document further encourages the consumer to read their full plan documents for a more detailed list of exclusionsAs the manager of the plan, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved In your specific scenario our records do reflect that photos you provided were reviewed by the highest levels we have available in our C
e Technician DepartmentsThe photo review did not depict that the item would be repairable by sending you a technician alone and regretfully any warranty coverage you had with Bobs Discount Furniture directly expired nearly one year agoYour account does not depict any previous reports of concern with your warranty period and as a business we are directly liable for coverage within the one year guarantee for factory defects we express on our sales invoice Due to [redacted] being a third party company we are unable to offer resolutions for their coverage plan or overturn denial choices they have made and I am sincerely very sorry that there is no recourse that Bobs Discount Furniture can offer regarding your recliner Should you feel that for some reason the plan was misrepresented to you during the sale period (years ago) and wish to cancel the ‘ [redacted] ***’ protection plan and receive a refund on the cost you paid us for it ($49.99); we will offer to refund that to you via a corporate check that would take approximately 7-business days to arrive to you once the refund request has been submitted I look forward to hearing back from you via this Revdex.com channel you have opened Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com, face="Calibri">We apologize to the customer for any inconveniences that have been caused as a result of her not being able to accept the delivery on While we certainly empathize with this customer’s frustrations per our records we have caused no direct failure to our client A time frame of 4:00pm -6:00pm would not make sense for several reasonsWe provide an estimated three (3) hour window for any scheduled furniture delivery and our delivery teams start making stops at approximately 6:30am (in most states we are not permitted by law to have a driver scheduled on the road for a period of 11- hours) Our automated system’s records show a time frame of 9:00am -12:00pm being delivered to phone number: ###-###-#### in reference to this scheduled delivery for Bobs Discount Furniture cares very much to satisfy our customers and we continually seek to make any failure we may be responsible for right by our customerI have performed extensive research on this account and come to the conclusion that the estimated time window provided to this customer was confirmed as 9:00am – 12:00pmIf the customer can provide a transcript along with date and time information I will be happy to perform further research along with my IT department to determine the origin of the alleged voicemail she asserts to have Our records further indicate that our delivery team tried with every capability to make this delivery on The delivery team told us that they went to the rental office and asked if anyone from that office would let them into the residence and supervise their delivery, they were turned awayThey also offered to leave the merchandise with the rental office prior to leaving and were again told this was not an optionWe are just as disappointed as our customer is that we were unable to complete the original scheduled delivery At this time we will not be making an offer of monetary apology as we believe to have honored all agreements made with our customerShould the customer wish to provide more evidence I am willing to perform further researchWe currently have another scheduled delivery in place to deliver the expected product Sincerely, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe did complete the exchange on At this time we believe all issues to be rectified We have compensated this customer with both refund of the delivery fee and an additional gift cardWe truly hope the customer is satisfied with the merchandise that is in the home at this time 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
Good Afternoon Revdex.com and Brandt- We are certainly sorry that the pieces are not comfortable at this time When this set was purchased in October of the option of [redacted] Plus was declined This set was purchased with our One Year Manufacturer’s Warranty There were no issues or complaints called in within the warranty period This scenario would dictate a billable service as the next course of action At this time,we will waive the cost of the billable service and offer this customer a free service Bobs Discount Furniture is prepared to offer you a courtesy service for adding stuffing to seat cushionsIn accepting this service please know that this service will be provided on a best effort basis onlyThis means we will do our absolute best to make the seat comfortable and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandiseWe take great pride in our technician’s quality workmanship and are happy to provide this even though the pieces are outside of warranty Providing all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time Should you wish to accept our offer for resolution, please reach out to us through this Revdex.com channel or via our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p) Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon 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 carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the 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 Another valuable portion of the protection plan is the extended coverage offered against factory defectsAs generally outlined on the sales invoice we reserve the right to inspect the merchandise to determine if the concern the customer is reporting is a factory defect before granting use of the benefits associated with this protection planThe factory trained professional that visited the customer’s home on reported to us that there were no factory defects present and therefore coverage under the associated warranty cannot be honored directly through Bobs Discount Furniture In an effort to assist this consumer I have followed thru on various avenues of research and in order to move forward with any type of courtesy offer for resolution our business requires more information from this consumer #1: There is a mention of ‘wood damage to a table’ in their complaintWhen I pulled the Guardian records associated with claim# [redacted] , these records indicate that the customer reported to Guardian that they have termites in the home that caused the damage to the wood tableIs this the same ‘table concern’ the customer is trying to report to the Revdex.com and get Bobs to cover? #2: The customer has also mentioned a concern happening within ‘months’? Our records as well as Guardian’s show no report of concern until a year after the customer held possession of this merchandiseWhere or to whom is the customer indicating they reported concerns within months to? #3: The customer’s ‘disputed amount’ pertains to their entire sales order and the Bobs Discount Furniture Technician inspected and reported on the sofa and the loveseat only while in the home on Is the customer seeking assistance with the sofa and loveseat or are there other concerns that have not been inspected or reported by/to Bobs directly with the other merchandise on the original sales order? As a business we certainly do want to help aide our customer in any way that may be possibleWe look forward to hearing back from this customer via this mediation channel they felt necessary to open with answers to our above questionsAfter their response has been received we will continue to perform research as to what, if any, resolution we are able to provide to this customer as a courtesy from our business Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon italic;">Revdex.com- I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies As a mom of young children I can only imagine how upsetting this must have been Your comments regarding the service you received by our team are very important and concerning to usYou deserve only the best service, especially when you visit Bobs and I apologize again that we let you down I see the pickup is scheduled for 6/4/ Once the pickup has been confirmed as completed we will be able to release the refund to the [redacted] card Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care 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 July and at that time the customer purchased the option of [redacted] 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 misuse or abuse of the merchandise We scheduled our service technician to the home That technician did not find the damage to be manufacturing in nature Stating that the damage is not manufacturing in nature does not mean it is being blamed on the customer Accidents happen, that is why customer’s purchase [redacted] *** If this customer is aware of how the damage occurred and when they can certainly utilize the [redacted] accidental damage protection plan I have attached a copy of the handout the customer was given at time of purchase, for their review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Please pass on our sincerest apologies for the inconvenience the damaged merchandise and multiple phone calls caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion While it is not procedure to so we do recognize that we have failed our customer and we have already made an exception in this case to work above our compensation guidelines and policiesNormally we offer any additional apology amount in the form of a Bobs Discount Furniture Gift Card and in this case we have already approved our apology amount to the customer in the form of a refund We do not offer apology monetary amounts based off of any one individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition Our records indicate that Courtney made an appropriate offer in the amount of $as an additional form of apology on Due to the extreme disappointment our customer is expressing we will upgrade our offer one final time to a $refund to [redacted] *** We again apologize to our customer and while it is at their discretion to accept this additional courtesy from us we do hope they can see the value in our offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, size="3">I apologize for any confusion you may have been left with after our service technician left your residenceI further apologize for any miscommunication we may have given you that led you to believe you would be receiving email follow up on the status of your purchase part order At this time your account reflects that we placed the purchase order with the overseas manufacturer on (The Monday after receiving your payment on 6.12.2015)This is a manufacturer that will only ship goods by ocean container therefore the estimated timeframe for shipment completion is approx 10-weeks beginning from the date the part is orderedYour part order is currently slated to arrive towards the latest part of that estimate and is showing us an early October, arrival periodI have included a print screen of the part order (attached document) per your request for confirmation The reason your claim was not covered under the Goof Proof Plus Protection Plan was because our factory trained technician did not determine the concern to be the cause of a manufacturing defectThe report we were provided with denotes that the seating of the chaise was showing signs of wear and tearThe Goof Proof Plus Protection Plan is intended to offer coverage against accidental damage like stains and manufacturing defects, the exclusion of wear and tear is also listed under our ‘Service Policy’ via your original sales invoiceWe have taken the appropriate steps to address our technician internally regarding the allegations of service result verification you cite you were provided with I apologize to you again for any frustration the wear/tear concern has caused you and for the extended shipping time associated with this specific vendorIf you still maintain feelings of dispute against our technician’s results, please send thru a minimum of color photos of your furniture and its concern - via this Revdex.com channelI will review these photos with our technician’s manager and see what, if any, further recourse may be offered for resolution Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Mr [redacted] , I apologize that you have been unable to fully enjoy your furniture item, for the last monthsI reviewed your account using the identifying information supplied in your Revdex.com complaint however, I was only able to locate purchases made over a year ago but, there was no active part orderWhat item did you purchase that required a replacment part? Do you have your order number? I will gladly look further into the status of the part order and/or explore alternate options for recourse however, I need to be able to access your account Please provide the answers to the above questions
Good Afternoon [redacted] , 16px;"> I am very sorry that you are experiencing such disappointment with you product and service you have received from usI understand your frustrations and assure you that Bobs Discount Furniture works very hard every day to ensure our cherished customers are satisfied After reviewing your account I feel that it is necessary to offer you resolution for this concern and I apologize again that you needed to escalate your concern so highly in order to get it properly recognizedAs of recently we stopped carrying the current table you own due to a decrease in popularity and projected salesI have processed a ‘reselection store credit’ for you in our systemPlease feel welcome to visit one of our Bobs showrooms and select another table that will fit well with your chairsThe total credit is made of up the full price you paid for your table and the amount of Goof Proof you purchased on your tableYour original invoice reflects $paid for the table and I have added a $credit for the Goof Proof plan you purchased The total amount available for you to reselect with is $Please use this credit prior to as it will expire after thatIn order to provide you the best care possible we will also cover the cost of delivering your new table as an apology for the aggravation you have endured with this concernPlease provide your salesperson this credit number: [redacted] while making the new purchase Please feel free to respond to me through this channel should you have any other questions or concerns regarding this credit and I do hope that we have met your request to a satisfactory result Thank You, [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 Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I am not able to locate an account http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have spoken with [redacted] and her husband [redacted] this morning (7.29.2014)We have agreed on a resolution option to provide satisfaction to our valued customers in this time of concernWe are very sorry for the lack of care that was applied to our customer’s concerns and we appreciate the feedback we have been provided here so that we can improve all of our customer’s experiencesWe hope to have gained [redacted] and ***’s trust back in our business today Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry that this customer is not completely satisfied with the [redacted] sleeper purchased from Bob’s in January I have reviewed the service technician report from November and the photos the tech took while in the home I agree that a part order would be the best recourse I have created that part order and the two seat casings will be shipped directly to the home These parts are ordered directly from the vendor and must be shipped This customer should expect to receive the casings the first week of January We apologize for the inconvenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
If somebody asks me to recommend one furniture company, I will definitely share my bad experience with him/herI ordered sofa set on website of Bob's by the end of Feb, and we booked the delivery time was Apr 9, then was changed to Apr 12, at that day, was told the sofa sets were not availableThen I called and was informed they were out of stockSo I re-ordered the sofa and chair on Apr 13, the delivery data was Apr But only delivered chair but no sofa on Apr So I call again and was informed sofa can be delivered on May I received on confirmation call on May Couple seconds ago, I called due to no delivery information on websiteAnd be informed the sofa is available till Jun 11! This is a really disappointed experience with Bobs!!!