Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer *** today via telephone (8.28.2014) and I have offered him two paths for resolution
for this concernI have also provided *** with my personal apologies for the
lack of care and empathy that I feel was applied to his concern as he was
initially seeking recourse through our Customer Care Offices
I am currently awaiting *** call back to advise me of which option he and his wife will proceed with
Thank you for the opportunity to make it right,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the issues
represented here. The customer had delivery on 12.19.16. The customer did not report the damage until
two weeks later. The delivery manifest
was signed with no noted damage on the day of delivery.
The depot has been notified that the customer has not been
able to send the requested information to the number given. We have asked them to reach out to the customer
to provide alternate contact information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
size="3">
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We
are sincerely sorry that this customer had issues from the delivery of the *** set. We sent our technician to the
home on July 22nd 2016. The
technician did determine that the mechanism had shifted during the transport
and delivery process. He was able to
realign the piece. If this customer is
experiencing any other issues we can certainly send a technician to the home to
service or advise.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** today via the phone number he has
provided in this complaintI was able to speak with *** and I thank him
again for his willingness to work with us in finding a satisfactory resolution
for his concernI apologize to *** for the fact that we weren’t able to
save his valuable time and reach this resolution when he initially made us
aware of his complaintBobs Discount Furniture cares very much for all our
customers and we appreciate the opportunity *** has provided us with to
correct the areas within our organization that need improvement
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
At
this time I would like the opportunity to assist this customer on a more direct
basisI have emailed this customer at the email address provided in this
concern and also provided my direct phone number
Thank
you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Worst delivery, assembly, and customer serviceWhen my furniture was delivered, they couldn't finish assembling it due to missing partsCustomer service was called and said I had to wait a whole week to finish assembling the bedThe furniture that was assembled wasn't done properlyThe feet to the nightstands dresser and chest were crooked, drawers were wobbly, and the side panel of the bed had been crackedCustomer service did nothing to try to solve the problem after many attemptsIt was lie after lie with them even after speaking with team leaders, managers, and supervisorIn the end I returned the furniture and am waiting for refundThey aren't very good at solving customer concerns, but are good at wasting time and giving stressStay away from Bob's Discount Furniture
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for any and all
inconveniences we have caused to our customer during their delivery experience
with us
Our records currently show that this sofa was successfully
delivered to this customer on to *** *** ** * *** *** ** ***
Should the customer not have possession of the merchandise then
per the policies signed at the time of sale the purchase would be eligible for
a cancelation and refundAs our records depict that the customer actually has
the merchandise, and has had the merchandise since before even filing this Revdex.com
claim, the merchandise would no longer be authorized for a refund
Should the customer not have possession of the sofa at this
time please ask that they respond with this information so we can begin
researching this dispute with the appropriate departments
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
'Calibri','sans-serif'">Please provide this customer with my sincerest apologies for the extreme failures she had to deal with while trying to get new furniture for her homeIt is appalling to learn that our customer feels she was not provided with any empathy from us after our failures occurredI am also very sorry that this customer had to escalate her concern so highly in order to get it properly recognizedAs of our records indicate that this customer will be receiving a check from us for the remaining refund she seeks
Please let me know if any further resolution is needed for this customer’s concern
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good afternoon">Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
damaged product continues to cause 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 us
At this time we are looking forward to completely resolving this
customer’s concern on as our records reflect that a replacement item
has been scheduled for delivery on this dateShould the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
We will review the account and at that time determine what type of
compensation we are able to offer
We apologize again to our customer that we failed in completing
the expected service resolution on and assure our customer that we
are working at full capacity to get them their chest in pristine, fully functional
condition
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on my
apologies to Mr*** that he is experiencing concerns with his bedBobs
Discount Furniture sincerely wishes to be able to provide recourse to any
customer who is experiencing concerns and we assure you that we have thoroughly
researched Mr***’s account in order to ensure that our customer receives the
best care we can offer for his specific scenario
Our records
reflect that Mr***’s merchandise was picked up from our warehouse;
therefore this merchandise was not assembled by Bobs Discount FurnitureThis
merchandise was picked up in July of
-On
(nearly two years later) our technician visited Mr***’s residence and reported
that the bed was wobbly due to not being assembled properlyOur records
indicate that Mr*** was not present for the service while our technician
was in the homeThe report also indicates that a nightstand from the same
bedroom set was missing an integral piece of hardware for the knob and this
damage was deemed a result of customer caused damage by our technicianI have
included the exact report from our records below so the customer can see that
we are not intentionally providing him with incorrect information:
spoke w tech *** in - - , father
was home nightstand says knob is missing ring cc.good , bed is wobbly wasnt
assembled properly cc/poor pic submitting follow up
Above Comments Added By ***On 04/25/
at 10:
-On Mr
*** made us aware that he was not in agreement with the technician’s report
and wanted another technician to inspect the bed for defectsWe take a great
amount of pride in our service technician’s and the abilities they posses in
our industryWe normally do not send second opinion service technicians and
worked above and beyond our policies to satisfy Mr***’s demand
-On
another technician was present in Mr***’s homeOn this day, our
technician reported to us that someone in the home was “pushing” for him to
deem this bed manufactory defectiveWe
were also provided the information that this bed has been moved several times,
specifically meaning that this bed has been unassembled and reassembled several
times over the course of a nearly two year periodI have included the exact
report from our records below so the customer can see that we are not
intentionally providing him with incorrect information:
Time In:8:55-9:
QN/KG CANOPY HEADBOARD: customer has moved
several timeshdbd.ftbd,rails are all very tight
Canopy post: from the bottom right side back
one is bent and tilting backwardswil only stay tight for awhile and loosen up
Been set up several times since moving
cc/good(or usage) Not mfg
Pics:
Above Comments Added By *** On 05/09/
at 11:
Per tech customer was pushing him to report
this as mfg
this considered usage to also some cc
issues
Above Comments Added By ***On 05/09/
at 11:
I apologize again to Mr*** and assure him that we have
provided his concern with the most attention we canRegretfully we are unable
to offer recourse under Mr***’s warranty when the damages that have occurred
are not the result of a factory defect or a one time accidental occurrence that
is considered covered by ***
We do hope Mr*** can understand our position and acknowledge
the effort we have put worth to try and resolve his concernsAs a retailer we
are truly sorry that we cannot take responsibility for a damage that is beyond
our control
Kind regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,Thank you for considering Bob's Discount Furniture for your home furnishing needsI apologize if you were misinformed regarding that the expected time frame for your refundYour sales invoice explains our refund policy and reads as follows;For
any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.I have conferred with our Corporate accounting department and was assured that your refund was released back to our credit card company on May 5th; I expect that the funds will be available to you within the next 3-business days, if you have not received them by nowIf the refund does not post to your credit card by May 12th, I would recommend that you contact your credit card company.Bob's Discount Furniture appreciates your business and we apologize for any inconvenience we have caused.Thank you
Good Morning Revdex.com,
We apologize that our customer remains so dissatisfied and we
apologize again for the inconvenience the delay in delivery caused our
customerWe would never intentionally provide a customer with incorrect
information and we do take ownership for any failures that occurred in our
ability to communicate an accurate delivery window to our customer
As a further form of apology we can offer to mail our customer a
Bobs Discount Furniture Gift Card in the amount of $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 grow to be the 15th largest
furniture retailer in the U.SWe also wish to provide our customers with a
tangible item as a further form of apologyShould 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 with
use of this gift card
Should this customer wish to accept this apology offer please ask
that they respond to this Revdex.com channel as ‘satisfied’ and we will mail out the
Bobs Discount Furniture gift card within the next 7-business days to:
Name:
*** ***
Address:
*** *** *** ***
*** *** ** ***
Complaint: ***
I am rejecting this response because:
1) There is nothing in the order that states that moving the furniture outside the service area "nullifies" the warrantyThe order states that "service can only be provided within our serviceable area"As I mentioned, I have offered to ship the damaged pieces of furniture to your store, which would place it within your serviceable area and allow you to repair or replace itBy refusing to allow me to ship the item to you for replacement, you are refusing to honor the warranty2) I was told by multiple store salespeople and the store manager that it would be OK to move the furniture out of Bob's service area and that it would not void or interfere with the manufacturer warrantyYour salespeople either lied to me or were ignorant of their own warranty policiesIf your sales people and store manager told me that the warranty would be honored and this is contradicted by the written order, then you should honor the verbal representations made by the store employeesFailure to do so is at best deceptive and at worst fraud3) You have no proof that the furniture was damaged during transportation or deliveryThe furniture was well packaged in cardboard and Styrofoam and the distance it traveled is irrelevant In addition, there is nothing that could have happened during delivery or installation that would cause the glass piece of the display case to be completely scratched up with circle shaped scratches.
Sincerely,
*** ***
Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information
in your Revdex.com complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their creditThere is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance NowBob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you,*** ***
Good
Afternoon Revdex.com,
"Verdana","sans-serif"">We
apologize that the customer is experiencing any disappointment while trying to
use the mattress warranty protection plan We do absolutely honor that warranty and
would like to take steps to ensure we fulfilling our obligations to the
customer and the mattress manufacturer
We
do have policy in place requiring a technician report when there is a claim of
a manufacturing defect in order to ensure the mattress has been properly cared
for in the home. Due to the customer
leaving our serviceable area the customer has been told we can not honor the
warranty As stated on our customer
sales receipt “Service can only be provided within our serviceable area to the
original purchaser” We would be willing to have the customer submit photos of
the issue that they are reporting in lieu of a certified technician report This may allow us to fulfill both obligations
to the customer and the manufacturer
-Minimum
Photos of the Mattress:
- Picture that clearly shows the entire top surface of the mattress
- Picture that clearly shows the support system in place (foundation, box
springs)
-
Picture that clearly shows the indentations at close range
-Picture that clearly shows the indentations
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,
Stephanie
G***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This customer has been contacted by another one of our Customer
Care Corporate LiaisonsAs of yesterday (1.21.2014) we emailed the email
address we have on his customer file with three options for resolution to his
concernToday (1.21.2014) we have emailed the address that he provided to you
with those same three options
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Our records indicate that our customer has been contacted
directly by our business (-11.21.2015) and offered an avenue for
resolution on this concern
We are truly very embarrassed about the overall poor
interactions the customer and their family members cite to have experienced
during this transaction and we assure our customer that we have taken the
appropriate steps to address these concerns internallyOur greatest loss is
and will remain loosing our customer’s trust in our businessWe do hope our
customer can accept our deepest apologies for our failures
Good Afternoon Revdex.com,
"margin: 0in 0in 0pt;">Can you please ask this customer to call Bobs Discount Furniture
directly to schedule a resolution for this concern? While I am very sorry that
our customer is experiencing any aggravation with their product I am equally as disappointed
that our customer felt the need to escalate her claim so highly before actually
reaching out to Bobs Discount FurnitureWe are happy to honor the extremely
valuable protection plan she purchased through us and ask that she contact our
Customer Care Department directly so we can provide her with the care she
deserves for her concern
Our Customer Care Department is open Monday-Saturday from 6:30am
-8:00pm at ###-###-####
Best Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our
records indicate that this customer’s request for refund has been fulfilled;
the final refund was created and credited on If *** is in need of
further assistance for any other reason we will gladly help herPlease pass my
apologies to *** for the poor experience she has had with this purchase
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
">Please see the attached pictures (pages) that we
have included for your review on this claim
These pictures were taken by our technician who
visited the home on and explicitly show the abuse that this
merchandise has sufferedWhile we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment There is velcro literally ripped off the
seating and staining in multiple places of the merchandiseI have also
indicated with red circles where the arms of the product seem to have experienced
damages from continued puncture action applied to the fabric and arms
I truly wish we could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shapeThe reasons for this merchandise’s current state are not
related to factory defects or a fault of our businessAccumulation of damages
is not covered under the terms of the protection plan and this is fully
communicated on the coverage detail pages as well as the sales flyer we provide
at the time of sale
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
*** **
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer *** today via telephone (8.28.2014) and I have offered him two paths for resolution
for this concernI have also provided *** with my personal apologies for the
lack of care and empathy that I feel was applied to his concern as he was
initially seeking recourse through our Customer Care Offices
I am currently awaiting *** call back to advise me of which option he and his wife will proceed with
Thank you for the opportunity to make it right,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry for the issues
represented here. The customer had delivery on 12.19.16. The customer did not report the damage until
two weeks later. The delivery manifest
was signed with no noted damage on the day of delivery.
The depot has been notified that the customer has not been
able to send the requested information to the number given. We have asked them to reach out to the customer
to provide alternate contact information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
size="3">
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We
are sincerely sorry that this customer had issues from the delivery of the *** set. We sent our technician to the
home on July 22nd 2016. The
technician did determine that the mechanism had shifted during the transport
and delivery process. He was able to
realign the piece. If this customer is
experiencing any other issues we can certainly send a technician to the home to
service or advise.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to *** today via the phone number he has
provided in this complaintI was able to speak with *** and I thank him
again for his willingness to work with us in finding a satisfactory resolution
for his concernI apologize to *** for the fact that we weren’t able to
save his valuable time and reach this resolution when he initially made us
aware of his complaintBobs Discount Furniture cares very much for all our
customers and we appreciate the opportunity *** has provided us with to
correct the areas within our organization that need improvement
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
At
this time I would like the opportunity to assist this customer on a more direct
basisI have emailed this customer at the email address provided in this
concern and also provided my direct phone number
Thank
you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Worst delivery, assembly, and customer serviceWhen my furniture was delivered, they couldn't finish assembling it due to missing partsCustomer service was called and said I had to wait a whole week to finish assembling the bedThe furniture that was assembled wasn't done properlyThe feet to the nightstands dresser and chest were crooked, drawers were wobbly, and the side panel of the bed had been crackedCustomer service did nothing to try to solve the problem after many attemptsIt was lie after lie with them even after speaking with team leaders, managers, and supervisorIn the end I returned the furniture and am waiting for refundThey aren't very good at solving customer concerns, but are good at wasting time and giving stressStay away from Bob's Discount Furniture
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies for any and all
inconveniences we have caused to our customer during their delivery experience
with us
Our records currently show that this sofa was successfully
delivered to this customer on to *** *** ** * *** *** ** ***
Should the customer not have possession of the merchandise then
per the policies signed at the time of sale the purchase would be eligible for
a cancelation and refundAs our records depict that the customer actually has
the merchandise, and has had the merchandise since before even filing this Revdex.com
claim, the merchandise would no longer be authorized for a refund
Should the customer not have possession of the sofa at this
time please ask that they respond with this information so we can begin
researching this dispute with the appropriate departments
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
'Calibri','sans-serif'">Please provide this customer with my sincerest apologies for the extreme failures she had to deal with while trying to get new furniture for her homeIt is appalling to learn that our customer feels she was not provided with any empathy from us after our failures occurredI am also very sorry that this customer had to escalate her concern so highly in order to get it properly recognizedAs of our records indicate that this customer will be receiving a check from us for the remaining refund she seeks
Please let me know if any further resolution is needed for this customer’s concern
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good afternoon">Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
damaged product continues to cause 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 us
At this time we are looking forward to completely resolving this
customer’s concern on as our records reflect that a replacement item
has been scheduled for delivery on this dateShould the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
We will review the account and at that time determine what type of
compensation we are able to offer
We apologize again to our customer that we failed in completing
the expected service resolution on and assure our customer that we
are working at full capacity to get them their chest in pristine, fully functional
condition
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on my
apologies to Mr*** that he is experiencing concerns with his bedBobs
Discount Furniture sincerely wishes to be able to provide recourse to any
customer who is experiencing concerns and we assure you that we have thoroughly
researched Mr***’s account in order to ensure that our customer receives the
best care we can offer for his specific scenario
Our records
reflect that Mr***’s merchandise was picked up from our warehouse;
therefore this merchandise was not assembled by Bobs Discount FurnitureThis
merchandise was picked up in July of
-On
(nearly two years later) our technician visited Mr***’s residence and reported
that the bed was wobbly due to not being assembled properlyOur records
indicate that Mr*** was not present for the service while our technician
was in the homeThe report also indicates that a nightstand from the same
bedroom set was missing an integral piece of hardware for the knob and this
damage was deemed a result of customer caused damage by our technicianI have
included the exact report from our records below so the customer can see that
we are not intentionally providing him with incorrect information:
spoke w tech *** in - - , father
was home nightstand says knob is missing ring cc.good , bed is wobbly wasnt
assembled properly cc/poor pic submitting follow up
Above Comments Added By ***On 04/25/
at 10:
-On Mr
*** made us aware that he was not in agreement with the technician’s report
and wanted another technician to inspect the bed for defectsWe take a great
amount of pride in our service technician’s and the abilities they posses in
our industryWe normally do not send second opinion service technicians and
worked above and beyond our policies to satisfy Mr***’s demand
-On
another technician was present in Mr***’s homeOn this day, our
technician reported to us that someone in the home was “pushing” for him to
deem this bed manufactory defectiveWe
were also provided the information that this bed has been moved several times,
specifically meaning that this bed has been unassembled and reassembled several
times over the course of a nearly two year periodI have included the exact
report from our records below so the customer can see that we are not
intentionally providing him with incorrect information:
Time In:8:55-9:
QN/KG CANOPY HEADBOARD: customer has moved
several timeshdbd.ftbd,rails are all very tight
Canopy post: from the bottom right side back
one is bent and tilting backwardswil only stay tight for awhile and loosen up
Been set up several times since moving
cc/good(or usage) Not mfg
Pics:
Above Comments Added By *** On 05/09/
at 11:
Per tech customer was pushing him to report
this as mfg
this considered usage to also some cc
issues
Above Comments Added By ***On 05/09/
at 11:
I apologize again to Mr*** and assure him that we have
provided his concern with the most attention we canRegretfully we are unable
to offer recourse under Mr***’s warranty when the damages that have occurred
are not the result of a factory defect or a one time accidental occurrence that
is considered covered by ***
We do hope Mr*** can understand our position and acknowledge
the effort we have put worth to try and resolve his concernsAs a retailer we
are truly sorry that we cannot take responsibility for a damage that is beyond
our control
Kind regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Mr***,Thank you for considering Bob's Discount Furniture for your home furnishing needsI apologize if you were misinformed regarding that the expected time frame for your refundYour sales invoice explains our refund policy and reads as follows;For
any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.I have conferred with our Corporate accounting department and was assured that your refund was released back to our credit card company on May 5th; I expect that the funds will be available to you within the next 3-business days, if you have not received them by nowIf the refund does not post to your credit card by May 12th, I would recommend that you contact your credit card company.Bob's Discount Furniture appreciates your business and we apologize for any inconvenience we have caused.Thank you
Good Morning Revdex.com,
We apologize that our customer remains so dissatisfied and we
apologize again for the inconvenience the delay in delivery caused our
customerWe would never intentionally provide a customer with incorrect
information and we do take ownership for any failures that occurred in our
ability to communicate an accurate delivery window to our customer
As a further form of apology we can offer to mail our customer a
Bobs Discount Furniture Gift Card in the amount of $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 grow to be the 15th largest
furniture retailer in the U.SWe also wish to provide our customers with a
tangible item as a further form of apologyShould 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 with
use of this gift card
Should this customer wish to accept this apology offer please ask
that they respond to this Revdex.com channel as ‘satisfied’ and we will mail out the
Bobs Discount Furniture gift card within the next 7-business days to:
Name:
*** ***
Address:
*** *** *** ***
*** *** ** ***
Complaint: ***
I am rejecting this response because:
1) There is nothing in the order that states that moving the furniture outside the service area "nullifies" the warrantyThe order states that "service can only be provided within our serviceable area"As I mentioned, I have offered to ship the damaged pieces of furniture to your store, which would place it within your serviceable area and allow you to repair or replace itBy refusing to allow me to ship the item to you for replacement, you are refusing to honor the warranty2) I was told by multiple store salespeople and the store manager that it would be OK to move the furniture out of Bob's service area and that it would not void or interfere with the manufacturer warrantyYour salespeople either lied to me or were ignorant of their own warranty policiesIf your sales people and store manager told me that the warranty would be honored and this is contradicted by the written order, then you should honor the verbal representations made by the store employeesFailure to do so is at best deceptive and at worst fraud3) You have no proof that the furniture was damaged during transportation or deliveryThe furniture was well packaged in cardboard and Styrofoam and the distance it traveled is irrelevant In addition, there is nothing that could have happened during delivery or installation that would cause the glass piece of the display case to be completely scratched up with circle shaped scratches.
Sincerely,
*** ***
Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information
in your Revdex.com complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their creditThere is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance NowBob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you,*** ***
Good
Afternoon Revdex.com,
"Verdana","sans-serif"">We
apologize that the customer is experiencing any disappointment while trying to
use the mattress warranty protection plan We do absolutely honor that warranty and
would like to take steps to ensure we fulfilling our obligations to the
customer and the mattress manufacturer
We
do have policy in place requiring a technician report when there is a claim of
a manufacturing defect in order to ensure the mattress has been properly cared
for in the home. Due to the customer
leaving our serviceable area the customer has been told we can not honor the
warranty As stated on our customer
sales receipt “Service can only be provided within our serviceable area to the
original purchaser” We would be willing to have the customer submit photos of
the issue that they are reporting in lieu of a certified technician report This may allow us to fulfill both obligations
to the customer and the manufacturer
-Minimum
Photos of the Mattress:
- Picture that clearly shows the entire top surface of the mattress
- Picture that clearly shows the support system in place (foundation, box
springs)
-
Picture that clearly shows the indentations at close range
-Picture that clearly shows the indentations
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,
Stephanie
G***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This customer has been contacted by another one of our Customer
Care Corporate LiaisonsAs of yesterday (1.21.2014) we emailed the email
address we have on his customer file with three options for resolution to his
concernToday (1.21.2014) we have emailed the address that he provided to you
with those same three options
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
face="Calibri">Our records indicate that our customer has been contacted
directly by our business (-11.21.2015) and offered an avenue for
resolution on this concern
We are truly very embarrassed about the overall poor
interactions the customer and their family members cite to have experienced
during this transaction and we assure our customer that we have taken the
appropriate steps to address these concerns internallyOur greatest loss is
and will remain loosing our customer’s trust in our businessWe do hope our
customer can accept our deepest apologies for our failures
Good Afternoon Revdex.com,
"margin: 0in 0in 0pt;">Can you please ask this customer to call Bobs Discount Furniture
directly to schedule a resolution for this concern? While I am very sorry that
our customer is experiencing any aggravation with their product I am equally as disappointed
that our customer felt the need to escalate her claim so highly before actually
reaching out to Bobs Discount FurnitureWe are happy to honor the extremely
valuable protection plan she purchased through us and ask that she contact our
Customer Care Department directly so we can provide her with the care she
deserves for her concern
Our Customer Care Department is open Monday-Saturday from 6:30am
-8:00pm at ###-###-####
Best Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our
records indicate that this customer’s request for refund has been fulfilled;
the final refund was created and credited on If *** is in need of
further assistance for any other reason we will gladly help herPlease pass my
apologies to *** for the poor experience she has had with this purchase
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
">Please see the attached pictures (pages) that we
have included for your review on this claim
These pictures were taken by our technician who
visited the home on and explicitly show the abuse that this
merchandise has sufferedWhile we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment There is velcro literally ripped off the
seating and staining in multiple places of the merchandiseI have also
indicated with red circles where the arms of the product seem to have experienced
damages from continued puncture action applied to the fabric and arms
I truly wish we could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shapeThe reasons for this merchandise’s current state are not
related to factory defects or a fault of our businessAccumulation of damages
is not covered under the terms of the protection plan and this is fully
communicated on the coverage detail pages as well as the sales flyer we provide
at the time of sale
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control
*** **
Bobs Discount Furniture
Customer Care Corporate Liaison