Good Morning Ms. ***,I apologize for the part order delayThe release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturerAs a result of the delay, we refunded the part order (April 7,
2015) and we will install the part free of chargeCurrently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your reclinerI apologize for the delay and assure you that we will get the part to you, just as soon as it becomes availableUnfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and businessI will keep a copy of your order and personally update you, if there are any changes.Thanks*** **
Good
Afternoon Revdex.com,
face="Calibri" size="3">
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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 April and at that time the customer purchased the option of *** *** ***
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, *** *** 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.
*** terms and conditions sent to the customer after
purchase does list specifics of the protection plan. We would expect that any customer would
review these specific detailsWe have reviewed the *** denial and it does
fall within their plan guidelines. In an
effort to try to make this right we have placed a part order for the seat
casing that was cut. This will be
shipped directly to the customer’s home and once received the customer can call
in to have the installation completed.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Good Afternoon Revdex.com,
size="3">
Our records show no indication of service appointments or
resolution agreements with this customer since September of
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of saleThe
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI had to pay to get my product but aside from that I am pleased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I have made an appoinment to see if the mechanism will workIt will not be serviced until June 11th though because I am out of the country until then and the days I had available before I left were days that the technicians were not workingI cannot have a reselection because I chose this sleeper sofa for it's size, as I live in *** where space is premiumI will wait to see if the new sleeper mechanism will fit and resolve the problemUntil then I still want my complaint on record
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refundI was told that they do not offer refundsInstead I was issued a store creditThank you for your help in this matter*** *** *** *** *** *** *** CT
Sincerely,
*** ***
I am
very sorry for the confusion you experienced during your online purchase with
usI assure you that we are a company built on core values such as honesty and
integrity
The Olivia Daybed via our website has a ‘Description’
tab containing accurate information to educate our customers on what comes at
the $price pointHere is the link to the Olivia Daybed page and I have
pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed
Product Details:
- Mattress not included
- Daybed includes arms, back, rails, slats, and underbed trundle unit
- 100% polyester
Bobs Discount Furniture has not failed in our
ability to properly advertise this product for sale and I do acknowledge your
frustrations as I see that there is one photo with a picture of the daybed in
showroom condition; however there are two other pictures on the same page that
plainly illustrate the daybed with no additional bedding at the $price
pointI do apologize that your sales order was not personally reviewed with
you by one of our sales professionals during the busy tax free weekend and as a
form of apology we can provide you with a $Bobs Discount Furniture Gift
CardRegretfully we are unable to further discount or give merchandise away at
no charge, this $gift card can help to cover the cost of the new delivery
fee associated with the purchase of the bedding you cite to still need
In order to process this Gift Card to you I will
ask that you respond to me with information that will help me locate your sales
orderI tried searching with your name, address, and email but my search
continues to return no hitsDo you have your sales invoice number, the
delivery address, or the first and last name that is listed on your sales
invoice?
Kind Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
see my email to *** this morning:
-----Original Message-----
From: *** ***
Sent: Thursday, May 08, 8:AM
To: ***
Subject: RE: Revdex.com CLAIM:
Good Morning ***,
Thank you so much for these photosI can certainly see why
you have concerns regarding the condition of your leatherI apologize that I
am still unable to get this damage deemed a manufacturing defect and I have
gone straight to our Service Technician Manager with your photosBecause Bobs
Discount Furniture truly does care about our customers, as an extreme courtesy
we are offering you a store credit in the amount you originally paid for your
setI have placed this credit into our system for you so if you'd like to
accept this as a resolution for your concerns you can visit one of our
showrooms as soon as 10am this morning
The Store credit of $ 1,924.93 will remain open through 7.08.2014, as you
originally picked up your merchandise you would be asked to return the
sofa/loveseat prior to or on the same day you picked up your newly selected
merchandiseShould you opt to pay a delivery fee on your new merchandise we
can arrange to remove the current sofa/loveseat you have on the same date your
new merchandise is deliveredKeep in mind you can use some of your pending
credit towards the cost of a delivery fee should you choose to go this route
The internal credit number reflected in our system is:
*** - If you are able to provide this number to your new sales person it
will make the task of applying your available funds easy during your new
purchasing experience
Please let me know if you find this to be an acceptable
resolution and if not I can void the open credit and would ask that you please
advise me of how you would like to move forward
Thank you for your time and I apologize again that you
have had to waste so much of it trying to get your concerns resolved with your
product
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenAny compensation agreement is to be
discussed after the customer has been fully satisfied with the merchandise they
paid for and a form of apology is usually processed by gift card, for this
customer we initially offered a monetary refund, we have already refunded
$back to Wells Fargo as an apologyWorking beyond a structure that is
set in place to keep things fair for all consumers is a retailer’s way
of applying empathy and accepting responsibility for a customers concern
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the 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 apology
rather than just committing to the act of pacifying someone with a monetary
amountShould 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
I am willing at this time, due to the stress we caused
this customer, make a one-time offer of an additional compensation of $as a
Bob’s Discount Furniture gift card
Kindest Regards,
Tracy S***
Bob’s Discount Furniture
Customer Care Corporate Liaison
Very disappointed - Bob's make crap furniture and does not explain the *** *** protection plan properly - our furniture is only years old and is completely falling apartBobs is doing NOTHING to help us!!! We reported them to the Revdex.com and will be placing a small claims action suit against themI advise anyone to stay clear of BOB'S!!!! We will NEVER go to Bob's again!!!!
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apologies to *** for the
terrible experience that she and *** had to endure during their purchase and
delivery process from Bobs Discount FurnitureI assure *** that her concern
is very important to us and we have most certainly followed up on the alleged
lack of service she cites she has received from our higher levels of customer
careWe do not find a lack of attention or follow up to be a good
representation of adequate customer care
In researching our customers account I can confirm that the
refund for the bed and the delivery fee have been properly authorized and
refunded from our systemsPlease know that in the case of the delivery fee
refund we worked above and beyond our policies and procedures to satisfy
***’s demand for compensationWe do understand that we failed our customer
and by offering to process a refund of monetary compensation to our customer we
were putting forth an extreme amount of effort to make our failures right
We will not be offering additional monetary compensations to
*** as a further form of apology for the inconvenience she and *** have
experiencedWe can offer to provide our customer with a $Gift Card to
Bobs Discount Furniture as our form of further apologyWe do ask that our
customer does not view this as an attempt to force them to shop with us again
but rather an attempt to earn our customer’s trust back in our businessIf our
customer did not want to take another delivery through our direct services,
$goes a long way on the multiple cash and carry items our showrooms have
to offerWe do understand that ***’s Bobs experience was not satisfactory and
we assure both *** and *** that their experience is not the typical one our
valued customers have to remember us by
If *** would like this gift card processed by mail or
onto ***’s account she can contact us to complete this transaction at
###-###-#### (M-Sat 6:30a-8:00p)
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do see in our records, when the report of the missing piece was
called in, it was reported as the wrong piece.
So in our efforts to get this delivered we were going off incorrect
information, and tried to deliver the wrong piece several times. We are sincerely sorry that we wasted so much
of the customer’s time, and caused them inconvenience. This was scheduled for 3/21/but the
customer has rescheduled the delivery.
We certainly can offer to compensate this customer for the failed
delivery attempts. We offer all
compensation as a Bob’s Gift Card. Once
the final delivery is completed the customer can call into customer care or their
store to have the account reviewed for compensation.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com and ***,
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email ***
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** and Revdex.com,
We are very sorry that the
delivery was not able to be
completed. We would not expect our team
to conduct themselves as anything less then professional. The team called because they were running
early. We do require that delivery teams
wait ten minutes from the beginning of the assigned timeframe. Our records indicate that the customer’s
timeframe began at 12:30, so the team was required to wait until 12:40. If the customer is not home, or the person in
the home is unwilling to allow them to complete the delivery they are required
to move on to the next stop. We can not
make allowances for someone asking the team to wait longer. Every customer on the route is given a
timeframe, if every customer asked the team to wait; we would not be able to
complete deliveries within allotted timeframes.
We are very sorry that the customer was not satisfied with
the delivery teams conduct. We hope to
redeem ourselves in the future
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantitiesThey do not want to admit that the item they delivered us has defects
On their representative visited usHis visit was very
brief, no discussion, no opinion, no conclusionHe presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defectsBecause they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $out of my pocket.They issued me a store credit of $instead of $originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,that I paid the first time.I can only hope that the newly purchased sofa will not have defects
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I reached out to *** by phone and email todayI am eagerly
awaiting his response through either of these channels so I can help him solve
his concerns on a more direct basis
Please see my email (below) to *** this morning (5.22.2014):
From: *** *** Sent: Thursday, May 22, 9:AMTo: '***Cc: *** ***Subject: In response to your Revdex.com claim: ***: Bobs Discount Furniture
Good Morning ***,
My name is *** and I work for Bobs
Discount Furniture as a Corporate Customer Care LiaisonI have just finished
leaving you a voicemail with my information and if your open to it I’d like the
opportunity to help you directly in resolving your concerns
Please give me a call or respond to me
through email and I am so sorry for all the frustration you have had to deal
withIt should never take this long for any of our valued customers to receive
recourse
Thank you for your time *** and I look
forward to hearing back from you,
Thank you
for the opportunity to make it right Revdex.com,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
I have spent an abundance of time over the past two
days researching *** concern and request for assistancePlease provide
*** with my apologies for the stress that I am sure she is experiencing off
of the continued responses she has been receiving through our Corporate
Liaisons and Customer Care Management staffBobs Discount Furniture cares very
much for every one of our customers and we are very willing to offer our
customers resolutions when the scenario allows our business the opportunity to
do soWe ensure all of our customers are treated fairly by carefully reviewing
each complaint we receive and in ***’s case regretfully we are unable to
offer recourse for her concerns
As *** has stated in her posting to you, she is
outside of her warranty through Bobs Discount FurnitureRegardless of warranty
status Bobs Discount Furniture is open to listening to our customer’s concerns
and researching all avenues available to us to help our customers resolve
problems with their productWe listened to *** several times and *** has
spoken directly to the highest level of Customer Care we have available over
the past two business daysWhile researching ***’s claim we discovered that
the stories she is providing of how this damage occurred increasingly differ
from person to personFor instance, *** reported to the *** company
that the damage to the springs and seats was caused by children jumping on the
furniture, yet she reports to us that this is a defective itemThere are
several other instances of varying reports provided through her excessive
written and verbal communications to usUnderstandably we are now concerned
about the legitimacy of ***’s complaints and the nature in which these
concerns originated from
In speaking with Customer Care Management ***
became extremely combative and unreasonable, she began demanding that we
replace her merchandise or send a technician to her home in a disturbing
mannerAgain, trying to seek out any resolution for our customer’s concerns we
agreed to have our Service Manager review the photos *** sent to usIn
reviewing these photos our Service Manager, who has nearly two decades of
factory knowledge training and execution, agreed with our initial apprehensions
to send a technician to repair this productThe photos depict an immense
amount of accumulated damages that combined with ***’s report to ***
lead one to believe that this merchandise has not been receiving a
amount of wearWhen a continued amount of pressure and wear is applied to the
seams of upholstered fabric over an extended period of time the seams will no
longer be able to maintain the strength they were built with, this is a fact of
furniture production and reaction to its environmentThe pictures I am seeing
lead me to consider that the seams of ***’s furniture are reacting to the
wear that has occurred to them during the nearly three year period they have
been in the homeI have attached a document containing photos we received of
this merchandise and a document that we obtained from *** for your review
The denial result that *** received through the
*** company seems fair because with any protection plan there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the accident occurringThe information ***
provided to *** indicates the product suffered damage from an intentional
action done to the product*** considers this abusive and it is within
the guidelines of their protection plan that acts of abuse, accumulated
damages, or neglect will result in a denial of coverageA review of the photos
also indicates multiple instances of staining has occurred to the furniture
*** does cover stains on merchandise should they be reported within the
parameters of the protection plan purchased*** is a national company and
serves as a great resource for customer caused accidental occurrencesAs
*** serves many customers and many other furniture retailers it is
rational that the protection plan they offer has exclusions to its coverage
*** has
recently begun antagonistically emailing several members of our staff implying
that we only sell defective product to our customers due to complaints she has
found in her research after receiving a result of no recourse from usI do not
deny that Bobs Discount Furniture receives customer complaints and a deeper
look into the amount of business we accomplish everyday and every year verse
the complaints we receive does indicate that a very high scale of our customer
base is satisfied with the merchandise and services they have received from
Bobs Discount FurnitureIt should also be considered that in reading the
majority of customer’s complaints the facts of our customers accounts such as
possession time, warranty status, and history are never displayed by the
customer in a manner that sheds a good light on the company in questionBobs
Discount Furniture prides itself on providing our customers with the best
quality furniture for the price and we continually work to resolve our
customers concerns using empathy, professionalism, and careLike any other company
we do make mistakes and when it is appropriate to do so we take full ownership
for our mistakes and work above and beyond to make our failures right by our
customerAs a business Bobs Discount Furniture has not failed ***, a
business cannot be expected to take responsibility for damages that occur
beyond their own control and outside of an associated warranty period We are an honest company and we do not swindle
our customersVisit one of our showrooms and you will notice that displayed in
front of our living room sets we keep informational placards containing the
material and frame make up of the setIf there was a way to offer ***
recourse for her concerns that would balance the needs of our business with the
demands she continues to assert upon us, I assure you that we would have
offered our customer recourse at this point
Bobs Discount Furniture thanks the Revdex.com for their
mediation assistance
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com-
size="3">
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications.
I see at this time we do have a service technician
set to come out on 3/18/16. I will
checking back on the tech report on Monday 3/21/to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set.
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse.
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
“Pit” 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
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking resolution for a concern that started from a defective piece of
furnitureOur records reflect that your redelivery was successful with no
concerns today (9.03.2014) and I am genuinely as disappointed as you are in the
poor performance you have outlined as occurring during your other delivery
attemptsWe do not find this type of behavior acceptable on any level and absolutely
hold our delivery teams accountable for negative actions that impact our valued
customers
In regards to the ‘Special Order’ fee you originally paid
when selecting the sofa that could not fit into your residence, that fee of
$was applied to the new (more expensive) sofa with chaise you selected in
place of the original choiceIn essence this fee was refunded to you because it
was applied to your chosen upgrade and in turn the new cost you were charged on
was less money then it would have been without this special order fee
being appliedI have done the math in full twice and I guarantee you this is a
fact
I apologize that the miscommunications between us and our
trucking dispatchers resulted in confusing arrival time information for youIt
is never our intention to make our customers frustrated or cause feelings of
aggravationWe do our best to track the delivery trucks using *** systems that
constantly recalculate based on our trucks locations but there are events that
can and do delay our teams arrival that are beyond anyone’s controlThese events
include but are not limited to traffic delays, issues with complex assembly of
certain furnishings on other stops, building restrictions we are spontaneously
made aware of for other stops, and automobile accidentsFor these reasons we
do explain, in many written forms, that the estimated timeframe we provide is
not a guarantee for any delivery
*** I sincerely thank you for making this complaint so
that we can continually work to improve our customers experience with us on an
overall basisBobs Discount Furniture prides itself on offering our customers the
best quality merchandise for the best price point possibleIn the event of a
failure we work to make our customers concern right by fixing the failure they
have experiencedOur records do reflect that your item was received today in
good condition and if there is anything else I can be of assistance to you with
at this time I encourage you to communicate this need to me via this channel
that the Revdex.com has set up for us
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Ms. ***,I apologize for the part order delayThe release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturerAs a result of the delay, we refunded the part order (April 7,
2015) and we will install the part free of chargeCurrently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your reclinerI apologize for the delay and assure you that we will get the part to you, just as soon as it becomes availableUnfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and businessI will keep a copy of your order and personally update you, if there are any changes.Thanks*** **
Good
Afternoon Revdex.com,
face="Calibri" size="3">
We apologize
for the inconvenience the multiple delivery attempts caused our customer and
our records indicate that as of today (12.15.2014) our Corporate Liaison
(***) and this customer reached an agreeable resolution that outlines
three separate monetary refunds
At this time
we would consider this concern resolved, please ask that the customer make us
aware if further assistance is needed to close this concern
Kind Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
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 April and at that time the customer purchased the option of *** *** ***
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, *** *** 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.
*** terms and conditions sent to the customer after
purchase does list specifics of the protection plan. We would expect that any customer would
review these specific detailsWe have reviewed the *** denial and it does
fall within their plan guidelines. In an
effort to try to make this right we have placed a part order for the seat
casing that was cut. This will be
shipped directly to the customer’s home and once received the customer can call
in to have the installation completed.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here
Good Afternoon Revdex.com,
size="3">
Our records show no indication of service appointments or
resolution agreements with this customer since September of
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of saleThe
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI had to pay to get my product but aside from that I am pleased
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I have made an appoinment to see if the mechanism will workIt will not be serviced until June 11th though because I am out of the country until then and the days I had available before I left were days that the technicians were not workingI cannot have a reselection because I chose this sleeper sofa for it's size, as I live in *** where space is premiumI will wait to see if the new sleeper mechanism will fit and resolve the problemUntil then I still want my complaint on record
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refundI was told that they do not offer refundsInstead I was issued a store creditThank you for your help in this matter*** *** *** *** *** *** *** CT
Sincerely,
*** ***
Good Afternoon
***,
I am
very sorry for the confusion you experienced during your online purchase with
usI assure you that we are a company built on core values such as honesty and
integrity
The Olivia Daybed via our website has a ‘Description’
tab containing accurate information to educate our customers on what comes at
the $price pointHere is the link to the Olivia Daybed page and I have
pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed
Product Details:
- Mattress not included
- Daybed includes arms, back, rails, slats, and underbed trundle unit
- 100% polyester
Bobs Discount Furniture has not failed in our
ability to properly advertise this product for sale and I do acknowledge your
frustrations as I see that there is one photo with a picture of the daybed in
showroom condition; however there are two other pictures on the same page that
plainly illustrate the daybed with no additional bedding at the $price
pointI do apologize that your sales order was not personally reviewed with
you by one of our sales professionals during the busy tax free weekend and as a
form of apology we can provide you with a $Bobs Discount Furniture Gift
CardRegretfully we are unable to further discount or give merchandise away at
no charge, this $gift card can help to cover the cost of the new delivery
fee associated with the purchase of the bedding you cite to still need
In order to process this Gift Card to you I will
ask that you respond to me with information that will help me locate your sales
orderI tried searching with your name, address, and email but my search
continues to return no hitsDo you have your sales invoice number, the
delivery address, or the first and last name that is listed on your sales
invoice?
Kind Regards,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please
see my email to *** this morning:
-----Original Message-----
From: *** ***
Sent: Thursday, May 08, 8:AM
To: ***
Subject: RE: Revdex.com CLAIM:
Good Morning ***,
Thank you so much for these photosI can certainly see why
you have concerns regarding the condition of your leatherI apologize that I
am still unable to get this damage deemed a manufacturing defect and I have
gone straight to our Service Technician Manager with your photosBecause Bobs
Discount Furniture truly does care about our customers, as an extreme courtesy
we are offering you a store credit in the amount you originally paid for your
setI have placed this credit into our system for you so if you'd like to
accept this as a resolution for your concerns you can visit one of our
showrooms as soon as 10am this morning
The Store credit of $ 1,924.93 will remain open through 7.08.2014, as you
originally picked up your merchandise you would be asked to return the
sofa/loveseat prior to or on the same day you picked up your newly selected
merchandiseShould you opt to pay a delivery fee on your new merchandise we
can arrange to remove the current sofa/loveseat you have on the same date your
new merchandise is deliveredKeep in mind you can use some of your pending
credit towards the cost of a delivery fee should you choose to go this route
The internal credit number reflected in our system is:
*** - If you are able to provide this number to your new sales person it
will make the task of applying your available funds easy during your new
purchasing experience
Please let me know if you find this to be an acceptable
resolution and if not I can void the open credit and would ask that you please
advise me of how you would like to move forward
Thank you for your time and I apologize again that you
have had to waste so much of it trying to get your concerns resolved with your
product
Thank
You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenAny compensation agreement is to be
discussed after the customer has been fully satisfied with the merchandise they
paid for and a form of apology is usually processed by gift card, for this
customer we initially offered a monetary refund, we have already refunded
$back to Wells Fargo as an apologyWorking beyond a structure that is
set in place to keep things fair for all consumers is a retailer’s way
of applying empathy and accepting responsibility for a customers concern
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the 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 apology
rather than just committing to the act of pacifying someone with a monetary
amountShould 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
I am willing at this time, due to the stress we caused
this customer, make a one-time offer of an additional compensation of $as a
Bob’s Discount Furniture gift card
Kindest Regards,
Tracy S***
Bob’s Discount Furniture
Customer Care Corporate Liaison
Very disappointed - Bob's make crap furniture and does not explain the *** *** protection plan properly - our furniture is only years old and is completely falling apartBobs is doing NOTHING to help us!!! We reported them to the Revdex.com and will be placing a small claims action suit against themI advise anyone to stay clear of BOB'S!!!! We will NEVER go to Bob's again!!!!
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my genuine apologies to *** for the
terrible experience that she and *** had to endure during their purchase and
delivery process from Bobs Discount FurnitureI assure *** that her concern
is very important to us and we have most certainly followed up on the alleged
lack of service she cites she has received from our higher levels of customer
careWe do not find a lack of attention or follow up to be a good
representation of adequate customer care
In researching our customers account I can confirm that the
refund for the bed and the delivery fee have been properly authorized and
refunded from our systemsPlease know that in the case of the delivery fee
refund we worked above and beyond our policies and procedures to satisfy
***’s demand for compensationWe do understand that we failed our customer
and by offering to process a refund of monetary compensation to our customer we
were putting forth an extreme amount of effort to make our failures right
We will not be offering additional monetary compensations to
*** as a further form of apology for the inconvenience she and *** have
experiencedWe can offer to provide our customer with a $Gift Card to
Bobs Discount Furniture as our form of further apologyWe do ask that our
customer does not view this as an attempt to force them to shop with us again
but rather an attempt to earn our customer’s trust back in our businessIf our
customer did not want to take another delivery through our direct services,
$goes a long way on the multiple cash and carry items our showrooms have
to offerWe do understand that ***’s Bobs experience was not satisfactory and
we assure both *** and *** that their experience is not the typical one our
valued customers have to remember us by
If *** would like this gift card processed by mail or
onto ***’s account she can contact us to complete this transaction at
###-###-#### (M-Sat 6:30a-8:00p)
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do see in our records, when the report of the missing piece was
called in, it was reported as the wrong piece.
So in our efforts to get this delivered we were going off incorrect
information, and tried to deliver the wrong piece several times. We are sincerely sorry that we wasted so much
of the customer’s time, and caused them inconvenience. This was scheduled for 3/21/but the
customer has rescheduled the delivery.
We certainly can offer to compensate this customer for the failed
delivery attempts. We offer all
compensation as a Bob’s Gift Card. Once
the final delivery is completed the customer can call into customer care or their
store to have the account reviewed for compensation.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com and ***,
white; line-height: 15pt;">We absolutely apologize that you are having
issues with your mattress. We have
recently changed our policy on mattresses and staining. It was in the past very black and white, if
there was a stain, warranty was voided.
We do now honor the warranty if the stain did not cause the defect. There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets.
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email ***
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon *** and Revdex.com,
We are very sorry that the
delivery was not able to be
completed. We would not expect our team
to conduct themselves as anything less then professional. The team called because they were running
early. We do require that delivery teams
wait ten minutes from the beginning of the assigned timeframe. Our records indicate that the customer’s
timeframe began at 12:30, so the team was required to wait until 12:40. If the customer is not home, or the person in
the home is unwilling to allow them to complete the delivery they are required
to move on to the next stop. We can not
make allowances for someone asking the team to wait longer. Every customer on the route is given a
timeframe, if every customer asked the team to wait; we would not be able to
complete deliveries within allotted timeframes.
We are very sorry that the customer was not satisfied with
the delivery teams conduct. We hope to
redeem ourselves in the future
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All
their salespeople claimed that this model is the best selling one
because it is most reliable, it is sold for many years and in huge
quantitiesThey do not want to admit that the item they delivered us has defects
On their representative visited usHis visit was very
brief, no discussion, no opinion, no conclusionHe presented himself as
a photographer, took several photos on his cellphone, stated that based
on his photos someone else will make a decision, and we have to follow
up with their customer service.I followed up on The customer service notified me that they do not see any defects.I
emailed them several photos that show that the sofa is defective.They still insisted that the item does
not have defectsBecause they refused to return my money, and
only gave me a store credit, they forced me to order a new reclining sofa from them on
04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $out of my pocket.They issued me a store credit of $instead of $originally paid.They rejected to return the delivery fee of $108.86. I demand they return all my money in the amount of $1,305,that I paid the first time.I can only hope that the newly purchased sofa will not have defects
Sincerely,
*** ***
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I reached out to *** by phone and email todayI am eagerly
awaiting his response through either of these channels so I can help him solve
his concerns on a more direct basis
Please see my email (below) to *** this morning (5.22.2014):
From: *** *** Sent: Thursday, May 22, 9:AMTo: '***Cc: *** ***Subject: In response to your Revdex.com claim: ***: Bobs Discount Furniture
Good Morning ***,
My name is *** and I work for Bobs
Discount Furniture as a Corporate Customer Care LiaisonI have just finished
leaving you a voicemail with my information and if your open to it I’d like the
opportunity to help you directly in resolving your concerns
Please give me a call or respond to me
through email and I am so sorry for all the frustration you have had to deal
withIt should never take this long for any of our valued customers to receive
recourse
Thank you for your time *** and I look
forward to hearing back from you,
Thank you
for the opportunity to make it right Revdex.com,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I have spent an abundance of time over the past two
days researching *** concern and request for assistancePlease provide
*** with my apologies for the stress that I am sure she is experiencing off
of the continued responses she has been receiving through our Corporate
Liaisons and Customer Care Management staffBobs Discount Furniture cares very
much for every one of our customers and we are very willing to offer our
customers resolutions when the scenario allows our business the opportunity to
do soWe ensure all of our customers are treated fairly by carefully reviewing
each complaint we receive and in ***’s case regretfully we are unable to
offer recourse for her concerns
As *** has stated in her posting to you, she is
outside of her warranty through Bobs Discount FurnitureRegardless of warranty
status Bobs Discount Furniture is open to listening to our customer’s concerns
and researching all avenues available to us to help our customers resolve
problems with their productWe listened to *** several times and *** has
spoken directly to the highest level of Customer Care we have available over
the past two business daysWhile researching ***’s claim we discovered that
the stories she is providing of how this damage occurred increasingly differ
from person to personFor instance, *** reported to the *** company
that the damage to the springs and seats was caused by children jumping on the
furniture, yet she reports to us that this is a defective itemThere are
several other instances of varying reports provided through her excessive
written and verbal communications to usUnderstandably we are now concerned
about the legitimacy of ***’s complaints and the nature in which these
concerns originated from
In speaking with Customer Care Management ***
became extremely combative and unreasonable, she began demanding that we
replace her merchandise or send a technician to her home in a disturbing
mannerAgain, trying to seek out any resolution for our customer’s concerns we
agreed to have our Service Manager review the photos *** sent to usIn
reviewing these photos our Service Manager, who has nearly two decades of
factory knowledge training and execution, agreed with our initial apprehensions
to send a technician to repair this productThe photos depict an immense
amount of accumulated damages that combined with ***’s report to ***
lead one to believe that this merchandise has not been receiving a
amount of wearWhen a continued amount of pressure and wear is applied to the
seams of upholstered fabric over an extended period of time the seams will no
longer be able to maintain the strength they were built with, this is a fact of
furniture production and reaction to its environmentThe pictures I am seeing
lead me to consider that the seams of ***’s furniture are reacting to the
wear that has occurred to them during the nearly three year period they have
been in the homeI have attached a document containing photos we received of
this merchandise and a document that we obtained from *** for your review
The denial result that *** received through the
*** company seems fair because with any protection plan there is a
reasonable expectation that the merchandise you are making a claim for has been
kept in good condition prior to the accident occurringThe information ***
provided to *** indicates the product suffered damage from an intentional
action done to the product*** considers this abusive and it is within
the guidelines of their protection plan that acts of abuse, accumulated
damages, or neglect will result in a denial of coverageA review of the photos
also indicates multiple instances of staining has occurred to the furniture
*** does cover stains on merchandise should they be reported within the
parameters of the protection plan purchased*** is a national company and
serves as a great resource for customer caused accidental occurrencesAs
*** serves many customers and many other furniture retailers it is
rational that the protection plan they offer has exclusions to its coverage
*** has
recently begun antagonistically emailing several members of our staff implying
that we only sell defective product to our customers due to complaints she has
found in her research after receiving a result of no recourse from usI do not
deny that Bobs Discount Furniture receives customer complaints and a deeper
look into the amount of business we accomplish everyday and every year verse
the complaints we receive does indicate that a very high scale of our customer
base is satisfied with the merchandise and services they have received from
Bobs Discount FurnitureIt should also be considered that in reading the
majority of customer’s complaints the facts of our customers accounts such as
possession time, warranty status, and history are never displayed by the
customer in a manner that sheds a good light on the company in questionBobs
Discount Furniture prides itself on providing our customers with the best
quality furniture for the price and we continually work to resolve our
customers concerns using empathy, professionalism, and careLike any other company
we do make mistakes and when it is appropriate to do so we take full ownership
for our mistakes and work above and beyond to make our failures right by our
customerAs a business Bobs Discount Furniture has not failed ***, a
business cannot be expected to take responsibility for damages that occur
beyond their own control and outside of an associated warranty period We are an honest company and we do not swindle
our customersVisit one of our showrooms and you will notice that displayed in
front of our living room sets we keep informational placards containing the
material and frame make up of the setIf there was a way to offer ***
recourse for her concerns that would balance the needs of our business with the
demands she continues to assert upon us, I assure you that we would have
offered our customer recourse at this point
Bobs Discount Furniture thanks the Revdex.com for their
mediation assistance
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com-
size="3">
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications.
I see at this time we do have a service technician
set to come out on 3/18/16. I will
checking back on the tech report on Monday 3/21/to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set.
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse.
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
“Pit” 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
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking resolution for a concern that started from a defective piece of
furnitureOur records reflect that your redelivery was successful with no
concerns today (9.03.2014) and I am genuinely as disappointed as you are in the
poor performance you have outlined as occurring during your other delivery
attemptsWe do not find this type of behavior acceptable on any level and absolutely
hold our delivery teams accountable for negative actions that impact our valued
customers
In regards to the ‘Special Order’ fee you originally paid
when selecting the sofa that could not fit into your residence, that fee of
$was applied to the new (more expensive) sofa with chaise you selected in
place of the original choiceIn essence this fee was refunded to you because it
was applied to your chosen upgrade and in turn the new cost you were charged on
was less money then it would have been without this special order fee
being appliedI have done the math in full twice and I guarantee you this is a
fact
I apologize that the miscommunications between us and our
trucking dispatchers resulted in confusing arrival time information for youIt
is never our intention to make our customers frustrated or cause feelings of
aggravationWe do our best to track the delivery trucks using *** systems that
constantly recalculate based on our trucks locations but there are events that
can and do delay our teams arrival that are beyond anyone’s controlThese events
include but are not limited to traffic delays, issues with complex assembly of
certain furnishings on other stops, building restrictions we are spontaneously
made aware of for other stops, and automobile accidentsFor these reasons we
do explain, in many written forms, that the estimated timeframe we provide is
not a guarantee for any delivery
*** I sincerely thank you for making this complaint so
that we can continually work to improve our customers experience with us on an
overall basisBobs Discount Furniture prides itself on offering our customers the
best quality merchandise for the best price point possibleIn the event of a
failure we work to make our customers concern right by fixing the failure they
have experiencedOur records do reflect that your item was received today in
good condition and if there is anything else I can be of assistance to you with
at this time I encourage you to communicate this need to me via this channel
that the Revdex.com has set up for us
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison