Good Afternoon
italic">Revdex.com,
I attempted to contact this customer via the telephone number she provided today (2.11.2015)
I was unable to reach *** so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us
I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation *** held with us on our agent did not disclose that no new delivery fee would be charged on the new saleThe agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paidWe further researched the second call that *** held with us on (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived
As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise
We wish *** the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison %
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. The customer is considering our offer and can
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Mr***,
You and I spoke on, June 9th in regard to the property damageI have been working closely with our delivery managers and they have agreed to settle your claim in full for, $You can expect to receive the refund check within 10-business
days
We appreciate your patience and business; We apologize for the damage and inconvenience
Sincerely,
*** ***
Good Afternoon ***,
Thank you for taking the time to send me these
photos and confirm your concernPlease know that it is common and considered
per all of our bedding manufacturers for sizes to vary -inches due
to the stitching processing the bedding goes through during productionI
apologize if you feel that I was trying to put a spin on anything, I am simply
providing you with facts that I have been trained with and have successfully used
for nearly a decade in my industryA three inch gap on either side of my bed in
between my mattress and my frame would cause me immediate alarm and I personally
consider this a massive amount of space that should not be present
I do hope you will accept our apologies for
being incorrect regarding the size of your mattress and I also hope that you
will understand the position we took in this matter seeking proof of your
concernHad we been aware of this concern much earlier on I assure you that
your concern would have been handled differently by our Customer Care
Department and I apologize again for all the frustration we have caused you
while you were seeking resolution
In regards to your desired settlement, are you still in search of a
refund in between the purchase prices of the bedding sizes or would you like us
to remove the current set you have in your home and replace it with a queen
size set?
Thank you
for the opportunity to make it right,
***
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeWe have an exchange set up for 6/24/
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms***,Thank you for choosing Bob's Discount FurnitureI researched our system and found a purchase under the last name, ***. I apologize that we did not complete delivery as expectedI'm sure this must have been a disappointment
and inconvenienceAccording to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following dayThe following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveriesUnderstandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused youIf given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completionIf you reinstate your order, I will apply a gift card to your account, as a token of our appreciationOtherwise the refund for the canceled order was released to your credit card ending in *** on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,*** **
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolvedThe Consumer reselected to new merchandise and delivery is scheduled for July 17,
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 issue now is that the offer was made and accepted but never executed. Lets see if any action is taken now
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the aggravation our customer experienced
with their product and the filing of their warranty claimWe stand behind the
value of all the products we sell, including our comprehensive protection plan
and assure the customer that our partner Guardian continually provides our customers
with a high level of claim approvalsWhile all customers are expected to
follow the terms and conditions of their accidental coverage when speaking with
Guardian, the Guardian company makes up a very small portion of the protection
plan we currently sellBobs Discount Furniture takes ownership for manufacturing
defects (as deemed by a factory trained technician) in any product covered by
Goof Proof Plus for five long yearsWe handle this coverage on a direct basis
and will address our retail location to ensure there is no further confusion for
our valued customers
As of this account reflects an interaction with one of
our Customer Care Liaisons and the customer’s requests have been metAt this
time we consider this complaint closed and apologize to the customer once again
for any and all inconveniences caused
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning *** and Revdex.com-
New Roman" size="3">
My name is Tracy and I work for Bobs Discount Furniture as a
Corporate Customer Care LiaisonI can honestly state that this is the hardest
letter I have had to write, I feel terrible and extremely embarrassed after
reading about your experience with usI don't blame you
for being very upset with us and on behalf of Bobs Discount Furniture I extend
my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase
As a mother of a small
child I can not imagine the experience you have gone through. You trusted us with the safety of your child
and we have not lived up to that trust.
I am saddened by this. I can not
imagine how I would feel.
I see that the store did
schedule the pickup of the bed for April 4th, for a refund back to
your *** *** account. I do not see
the mattress included on this order, if this is an oversight on this paperwork
I want to get it corrected before the pickup is done. Please advise if you were looking to keep it
in the home or have it returned as well.
As a token of apology I have credited the *** *** account for the
full delivery fee from the initial delivery.
Kindest Regards,
Tracy S***
Corporate Customer Care
Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
The issues I had with the queen bed (i.eSleeping on the floor for plus months still has not been addressed)I also have a voicemail and emails from right after the first Revdex.com complaint in which Bob's agreed to what I had requested in terms of compensation
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, because only after I contacted the Revdex.com, and *** initiated a claim against Bob's furniture , only then did the refund miraculously appeared the next day to ***I am a long time experience member of *** and I am well aware of their refund policies and how it works, When a refund is sent to ***, *** immediately notify it's customers that a refund was sent to their account and will take 3-days to process, But in this case Bob's Furniture store did Not send the refund at the time they stated that they did They were irresponsible with my order and instead of apologizing and trying to find another solution, they were cold, and uncaring, and I was very upset at the way they handled the entire situationSo Yes I accept the response, But the excuse written in it is unacceptable to me Thank You Revdex.com for helping to resolve this issue speedily .
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you endured
while receiving your new bedI certainly understand the importance of having a
fully functional bed and I assure you that Bobs Discount Furniture cares very
much about satisfying our customers and making our failures right
Regretfully we, as a company, are unable to further discount the
pricing of merchandise that is in your home in factory fresh conditionI’m so
sorry that you feel our compensation offer in the form of a gift card was
unacceptable and I would like to convey that is it not an attempt to force you
into shopping with us again, but rather an attempt to earn your trust back in
our businessOn average we complete around 2,deliveries a day and your
poor overall experience is not the way we complete our businessWe do
have many cash and carry items that are available in our showrooms and pit
locations for under $Please know that it is far beyond our
procedures to offer any compensation in a monetary form and as I recognize we
have failed you so poorly I am working above and beyond to meet your needs as
our customer I am able to provide you
with a couple options for compensation which I have listed below, please
respond to me through this channel should you wish to accept one of these
options for resolution
Option 1:
Keep the $Gift Card to Bobs and we will refund your
original method of payment for $as a form of further apology from us
-Or-
Option 2:
We will void out the $Gift Card to Bobs and we will refund
your original method of payment for the price you paid for your delivery fee =
$
I
apologize again *** that you had to stress at all during your new furniture
purchase and I look forward to hearing back from you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for the extended wait on the part order for your chair, you have
been extremely patient with us and I understand that you cannot wait any longer
for this concern to be resolvedI assure you that we never intended to loose
your trust in our business and are equally as disappointed as you in the length
of time it has taken us to receive this partAt this point I feel you
rightfully deserve an exchange and I hope that you will accept my sincerest
apologies for this failure
I
have processed the paperwork for your even exchange and ask that you contact
our Customer Care Department at ###-###-#### at your earliest convenience to
schedule this exchangeYou may also email me direct at ***
with an available date that will work for you to be home all day to receive this
deliveryCurrently our system reflects Thursday, February, 27th as
the soonest possible date we can schedule you for
Here
are the order numbers for your reference:
Return
order for the defective chair: ***
New
delivery of factory fresh chair: ***
Thank
you again for your patience and I further apologize for the negative impact
this has had on your valuable time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today via the phone number she
provided in this claimI am awaiting a call back from the customer at this
timeI apologize to *** for the comfort issue she is experiencing with her
sofaAs a business Bobs Discount Furniture has made a valid effort to assist
our customer in resolving this concernAs ***’s concern stems from her personal
preference and not a defective piece of product our options for resolution are
understandably limited
Our records reflect that on we placed an order in
with this sofa’s manufacturer for a new seat coreThis part was ordered for
*** at no cost in an effort to honor her requests for assistanceAs stated
above I am awaiting ***’s call and after speaking with her directly I will revisit
her account to see if there are any other courtesy options available for us to
offer relating to ***’s comfort concern
Bobs Discount Furniture is a business that values every one
of our customers on an individual basisWe always wish to help resolve our
customers concerns while balancing the needs of our business with the requests
from our customers
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Good Afternoon Revdex.com-
We are very sorry we were not able to
get the customer their
requested timeframe for the original delivery date. I do see however, we were able to get a
next-day add on for this customer and deliver the sofa the following day, in
the requested timeframe. We have not
been advised of any issues with the piece or the delivery. If there are any other issues the customer
can reply through the Revdex.com mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you have been met with such a lack of compassion and empathy
while trying to resolve your concernsI unquestionably understand how
important a good night’s sleep is and I assure you that our customer’s overall
satisfaction is the most important aspect of our business at Bobs Discount
Furniture
The
time of sale is a very exciting time for not only you, but also for your
salesperson and I promise you that our intention is never to mislead our
customers during this interactionI am so sorry that you have had to escalate
your concerns to this level in order to get them properly recognizedWe expect
all of our sales professional’s to review the entire sales invoice (including
our guidelines for returning merchandise) prior to our customer signing this
document and I thank you for bringing this much needed training failure to our
attentionIt is never acceptable for a customer to be confused by the
information that was presented to them by Bobs Discount Furniture
Our
company policies for returning merchandise are separate from our policies for
returning bedding due to the time it takes for any new mattress to properly
adjust to one’s body signatureI have no issue removing the mattress,
foundation, and metal frame from your home for a monetary refund as you have
requested; however I do have concerns about where you and your fiancé will
sleep once this bedding and frame are removedI am concerned because the process
of refunding you after picking up the product can only be completed
systematically after the returning merchandise is checked into our distribution
center in CTDue to upcoming weather alerts, our available pick up dates, or
the days our returns coordination group is staffed it could take several days
for us to process the refund to the original credit card that was used and I don’t
want you to be without a bed to sleep in for even one nightIf you were to
make the reselection to a different mattress and lo-profile foundation the
process would consist of us bringing your new bedding on the same day we remove
your old bedding, this is much less of an inconvenience to you and I sincerely do
not want to inconvenience you any further
If
you are willing to allow us the opportunity to earn your trust back in our
business by reselecting to a different set of bedding we will be happy to cover
the cost of the new delivery fee for youThe mattress you select will also
have it’s own 30-day mattress satisfaction policy on it and if you and your fiancé
cannot find comfort I will approve a pick up for a refund of your mattress,
foundation, and frame as long as you sleep on the mattress for days and make
us aware of your discomfort within days of your date of delivery
I
cannot apologize to you enough for our failures *** and I hope to hear from
you soon on how you would like to proceedYou can respond to me through this
channel or please feel welcome to contact me directly by email at ***
Thank
you for your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directlyAt this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them overPlease see email communication copy
(below):
From:
*** *** Sent: Thursday, July 16, 11:AMTo: ***Subject: In response to your concern :Revdex.com Claim: ***/Customer No:
***
Hi ***,
This is *** from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address
As discussed I expect
that the part order should be arriving to you by the end of this month and I’m
so sorry it’s taken so long to get to you, we will be happy to issue you a
$Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed
If you’d like to
cancel the part order we can offer to exchange the merchandise for you instead
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
I am extremely upset with bobs discount furniture delivery serviceDeptford store was extremely helpful and got us a wonderful sectional for our homeIn this process I know my address has issue where if its put into a gps it will not come upSo I gave step by step directions from the location they were coming fromI had received a phone call at 6:explaining they would be there in 20mins, which I thought was awesome because they would be earlyI received another phone stating they were out front my houseWhen walked out side to my premise no delivery truckI explained to them did you follow the directions listed on the account they said no we put it in our gpsThere was strike oneThen they told me they would call me back I got a following call at 8am saying they have to do other deliveries before trying my address again8:I had received another phone call saying they are now two towns away because they put the address in the gps again! Strike two! Its now 11:am I still have not received my furniture and have no furniture since we thought we were getting new furniture today! I been on the phone with manager, supervisors and all everyone keeps telling me is you will get a phone call from someone to help you out! Still waiting Strike THREE!
Good Afternoon
italic">Revdex.com,
I attempted to contact this customer via the telephone number she provided today (2.11.2015)
I was unable to reach *** so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us
I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation *** held with us on our agent did not disclose that no new delivery fee would be charged on the new saleThe agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paidWe further researched the second call that *** held with us on (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived
As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise
We wish *** the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison %
Good Afternoon Revdex.com-
Due to the nature of this complaint, we
have reached out to
the customer directly to discuss our offer of resolution. The customer is considering our offer and can
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Mr***,
You and I spoke on, June 9th in regard to the property damageI have been working closely with our delivery managers and they have agreed to settle your claim in full for, $You can expect to receive the refund check within 10-business
days
We appreciate your patience and business; We apologize for the damage and inconvenience
Sincerely,
*** ***
Good Afternoon ***,
Thank you for taking the time to send me these
photos and confirm your concernPlease know that it is common and considered
per all of our bedding manufacturers for sizes to vary -inches due
to the stitching processing the bedding goes through during productionI
apologize if you feel that I was trying to put a spin on anything, I am simply
providing you with facts that I have been trained with and have successfully used
for nearly a decade in my industryA three inch gap on either side of my bed in
between my mattress and my frame would cause me immediate alarm and I personally
consider this a massive amount of space that should not be present
I do hope you will accept our apologies for
being incorrect regarding the size of your mattress and I also hope that you
will understand the position we took in this matter seeking proof of your
concernHad we been aware of this concern much earlier on I assure you that
your concern would have been handled differently by our Customer Care
Department and I apologize again for all the frustration we have caused you
while you were seeking resolution
In regards to your desired settlement, are you still in search of a
refund in between the purchase prices of the bedding sizes or would you like us
to remove the current set you have in your home and replace it with a queen
size set?
Thank you
for the opportunity to make it right,
***
AGauthier
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this
customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify the situation and reach a satisfactory outcomeWe have an exchange set up for 6/24/
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms***,Thank you for choosing Bob's Discount FurnitureI researched our system and found a purchase under the last name, ***. I apologize that we did not complete delivery as expectedI'm sure this must have been a disappointment
and inconvenienceAccording to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following dayThe following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveriesUnderstandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused youIf given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completionIf you reinstate your order, I will apply a gift card to your account, as a token of our appreciationOtherwise the refund for the canceled order was released to your credit card ending in *** on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,*** **
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolvedThe Consumer reselected to new merchandise and delivery is scheduled for July 17,
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 issue now is that the offer was made and accepted but never executed. Lets see if any action is taken now
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">
Please pass on our sincerest apologies for the aggravation our customer experienced
with their product and the filing of their warranty claimWe stand behind the
value of all the products we sell, including our comprehensive protection plan
and assure the customer that our partner Guardian continually provides our customers
with a high level of claim approvalsWhile all customers are expected to
follow the terms and conditions of their accidental coverage when speaking with
Guardian, the Guardian company makes up a very small portion of the protection
plan we currently sellBobs Discount Furniture takes ownership for manufacturing
defects (as deemed by a factory trained technician) in any product covered by
Goof Proof Plus for five long yearsWe handle this coverage on a direct basis
and will address our retail location to ensure there is no further confusion for
our valued customers
As of this account reflects an interaction with one of
our Customer Care Liaisons and the customer’s requests have been metAt this
time we consider this complaint closed and apologize to the customer once again
for any and all inconveniences caused
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning *** and Revdex.com-
New Roman" size="3">
My name is Tracy and I work for Bobs Discount Furniture as a
Corporate Customer Care LiaisonI can honestly state that this is the hardest
letter I have had to write, I feel terrible and extremely embarrassed after
reading about your experience with usI don't blame you
for being very upset with us and on behalf of Bobs Discount Furniture I extend
my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase
As a mother of a small
child I can not imagine the experience you have gone through. You trusted us with the safety of your child
and we have not lived up to that trust.
I am saddened by this. I can not
imagine how I would feel.
I see that the store did
schedule the pickup of the bed for April 4th, for a refund back to
your *** *** account. I do not see
the mattress included on this order, if this is an oversight on this paperwork
I want to get it corrected before the pickup is done. Please advise if you were looking to keep it
in the home or have it returned as well.
As a token of apology I have credited the *** *** account for the
full delivery fee from the initial delivery.
Kindest Regards,
Tracy S***
Corporate Customer Care
Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
The issues I had with the queen bed (i.eSleeping on the floor for plus months still has not been addressed)I also have a voicemail and emails from right after the first Revdex.com complaint in which Bob's agreed to what I had requested in terms of compensation
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, because only after I contacted the Revdex.com, and *** initiated a claim against Bob's furniture , only then did the refund miraculously appeared the next day to ***I am a long time experience member of *** and I am well aware of their refund policies and how it works, When a refund is sent to ***, *** immediately notify it's customers that a refund was sent to their account and will take 3-days to process, But in this case Bob's Furniture store did Not send the refund at the time they stated that they did They were irresponsible with my order and instead of apologizing and trying to find another solution, they were cold, and uncaring, and I was very upset at the way they handled the entire situationSo Yes I accept the response, But the excuse written in it is unacceptable to me Thank You Revdex.com for helping to resolve this issue speedily .
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you endured
while receiving your new bedI certainly understand the importance of having a
fully functional bed and I assure you that Bobs Discount Furniture cares very
much about satisfying our customers and making our failures right
Regretfully we, as a company, are unable to further discount the
pricing of merchandise that is in your home in factory fresh conditionI’m so
sorry that you feel our compensation offer in the form of a gift card was
unacceptable and I would like to convey that is it not an attempt to force you
into shopping with us again, but rather an attempt to earn your trust back in
our businessOn average we complete around 2,deliveries a day and your
poor overall experience is not the way we complete our businessWe do
have many cash and carry items that are available in our showrooms and pit
locations for under $Please know that it is far beyond our
procedures to offer any compensation in a monetary form and as I recognize we
have failed you so poorly I am working above and beyond to meet your needs as
our customer I am able to provide you
with a couple options for compensation which I have listed below, please
respond to me through this channel should you wish to accept one of these
options for resolution
Option 1:
Keep the $Gift Card to Bobs and we will refund your
original method of payment for $as a form of further apology from us
-Or-
Option 2:
We will void out the $Gift Card to Bobs and we will refund
your original method of payment for the price you paid for your delivery fee =
$
I
apologize again *** that you had to stress at all during your new furniture
purchase and I look forward to hearing back from you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for the extended wait on the part order for your chair, you have
been extremely patient with us and I understand that you cannot wait any longer
for this concern to be resolvedI assure you that we never intended to loose
your trust in our business and are equally as disappointed as you in the length
of time it has taken us to receive this partAt this point I feel you
rightfully deserve an exchange and I hope that you will accept my sincerest
apologies for this failure
I
have processed the paperwork for your even exchange and ask that you contact
our Customer Care Department at ###-###-#### at your earliest convenience to
schedule this exchangeYou may also email me direct at ***
with an available date that will work for you to be home all day to receive this
deliveryCurrently our system reflects Thursday, February, 27th as
the soonest possible date we can schedule you for
Here
are the order numbers for your reference:
Return
order for the defective chair: ***
New
delivery of factory fresh chair: ***
Thank
you again for your patience and I further apologize for the negative impact
this has had on your valuable time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to *** today via the phone number she
provided in this claimI am awaiting a call back from the customer at this
timeI apologize to *** for the comfort issue she is experiencing with her
sofaAs a business Bobs Discount Furniture has made a valid effort to assist
our customer in resolving this concernAs ***’s concern stems from her personal
preference and not a defective piece of product our options for resolution are
understandably limited
Our records reflect that on we placed an order in
with this sofa’s manufacturer for a new seat coreThis part was ordered for
*** at no cost in an effort to honor her requests for assistanceAs stated
above I am awaiting ***’s call and after speaking with her directly I will revisit
her account to see if there are any other courtesy options available for us to
offer relating to ***’s comfort concern
Bobs Discount Furniture is a business that values every one
of our customers on an individual basisWe always wish to help resolve our
customers concerns while balancing the needs of our business with the requests
from our customers
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my deepest apologies for the amount of time
that *** and her family have had to spend on this furniture purchaseWe
certainly do not set out to ask our customers to take several days away from
their lives for delivery and we always expect the product we have loaded to be
in good conditionOn an average day our distribution center loads for 3,
deliveries and in over 97% of cases the furniture our customer has purchased
arrives with no blemishes, structural or cosmetic damage concernsOur records
reflect that the items that have been delivered have had minor cosmetic
concerns and nothing structural preventing the bed from being currently usedWhile
we acknowledge that our customer doesn’t want to accept anything less than
perfection we remain honest in stating that regretfully accidents causing blemishes
occur in our businessWe employ a professional fleet of Service Technicians
who are able to repair missing finish or bumps and bruises on furnishings so
well the customers can’t even notice where their original concern wasWe are
so proud of our success in service that even our showroom merchandise (across
stores) is constantly touched up by our Service Technician’s due to
customers causing damages while shopping or transit damage
Like any other business we do make mistakes and when those
mistakes occur we work our hardest to ensure we do not fail our customer again
There is not enough manpower available and it would be a business hazard, disappointing
our customers directly, to try and inspect every piece of merchandise that left
our distribution center for our average 3,delivery stops a dayWe commonly
trust our overseas vendors who initially build and package this merchandise for
container shipment across the ocean as they are normally very successful in
their continued shipments to us
While it is extremely rare we do have an escalated process
in place for situations like this where our customer is waiting on a fourth
attempt delivery, we call this process ‘*** *** *** ***’Our
Quality Control Manager is directly involved in this process and the
merchandise is taken completely out of its original packaging, fully inspected,
and re packaged for delivery to our customerThis process also put in place
certain checkpoints along the way for the merchandise that normally are unnecessary
Our customer’s merchandise has been set up for a ‘*** *** *** ***’
to ensure that we get this right and meet our customer’s level of satisfaction
If we are unable to satisfy our customer on this fourth
attempt we will not offer to deliver a fifth time because we will
clearly have a quality control Issue that we need to address directly with the manufacturer
of this product before we agree to continue ordering / offering this
merchandise to our customers
Should the customer need to seek further resolution after
the next delivery attempt the following options are approved for resolution and
noted within *** account:
1)
We can send a Service Professional to repair damages to better
than showroom quality
-OR-
2)
We can discuss an option called ‘Concession to Keep As Is’ which
means a percentage discount off the merchandise in the form of a monetary refund to keep the affected item with the
remaining damageThe percentage we can discuss is based only off of the damage
present so this option can/will only be discussed after the fourth and final
attempt to deliver
-OR-
3)
We can offer to provide a store credit based on the price of the
current set so that our customer can select a different set that we are not
experiencing quality concerns with
-OR-
4)
We will provide a monetary refund on the sales order (as *** has
requested) after the merchandise has been removed from our customer’s home and
returned to our distribution center
We are truly very sorry for the inconveniences our product
concerns have caused and look forward to satisfying our customer on the
upcoming delivery attempt
Good Afternoon Revdex.com-
We are very sorry we were not able to
get the customer their
requested timeframe for the original delivery date. I do see however, we were able to get a
next-day add on for this customer and deliver the sofa the following day, in
the requested timeframe. We have not
been advised of any issues with the piece or the delivery. If there are any other issues the customer
can reply through the Revdex.com mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you have been met with such a lack of compassion and empathy
while trying to resolve your concernsI unquestionably understand how
important a good night’s sleep is and I assure you that our customer’s overall
satisfaction is the most important aspect of our business at Bobs Discount
Furniture
The
time of sale is a very exciting time for not only you, but also for your
salesperson and I promise you that our intention is never to mislead our
customers during this interactionI am so sorry that you have had to escalate
your concerns to this level in order to get them properly recognizedWe expect
all of our sales professional’s to review the entire sales invoice (including
our guidelines for returning merchandise) prior to our customer signing this
document and I thank you for bringing this much needed training failure to our
attentionIt is never acceptable for a customer to be confused by the
information that was presented to them by Bobs Discount Furniture
Our
company policies for returning merchandise are separate from our policies for
returning bedding due to the time it takes for any new mattress to properly
adjust to one’s body signatureI have no issue removing the mattress,
foundation, and metal frame from your home for a monetary refund as you have
requested; however I do have concerns about where you and your fiancé will
sleep once this bedding and frame are removedI am concerned because the process
of refunding you after picking up the product can only be completed
systematically after the returning merchandise is checked into our distribution
center in CTDue to upcoming weather alerts, our available pick up dates, or
the days our returns coordination group is staffed it could take several days
for us to process the refund to the original credit card that was used and I don’t
want you to be without a bed to sleep in for even one nightIf you were to
make the reselection to a different mattress and lo-profile foundation the
process would consist of us bringing your new bedding on the same day we remove
your old bedding, this is much less of an inconvenience to you and I sincerely do
not want to inconvenience you any further
If
you are willing to allow us the opportunity to earn your trust back in our
business by reselecting to a different set of bedding we will be happy to cover
the cost of the new delivery fee for youThe mattress you select will also
have it’s own 30-day mattress satisfaction policy on it and if you and your fiancé
cannot find comfort I will approve a pick up for a refund of your mattress,
foundation, and frame as long as you sleep on the mattress for days and make
us aware of your discomfort within days of your date of delivery
I
cannot apologize to you enough for our failures *** and I hope to hear from
you soon on how you would like to proceedYou can respond to me through this
channel or please feel welcome to contact me directly by email at ***
Thank
you for your time,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directlyAt this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them overPlease see email communication copy
(below):
From:
*** *** Sent: Thursday, July 16, 11:AMTo: ***Subject: In response to your concern :Revdex.com Claim: ***/Customer No:
***
Hi ***,
This is *** from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address
As discussed I expect
that the part order should be arriving to you by the end of this month and I’m
so sorry it’s taken so long to get to you, we will be happy to issue you a
$Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed
If you’d like to
cancel the part order we can offer to exchange the merchandise for you instead
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
I am extremely upset with bobs discount furniture delivery serviceDeptford store was extremely helpful and got us a wonderful sectional for our homeIn this process I know my address has issue where if its put into a gps it will not come upSo I gave step by step directions from the location they were coming fromI had received a phone call at 6:explaining they would be there in 20mins, which I thought was awesome because they would be earlyI received another phone stating they were out front my houseWhen walked out side to my premise no delivery truckI explained to them did you follow the directions listed on the account they said no we put it in our gpsThere was strike oneThen they told me they would call me back I got a following call at 8am saying they have to do other deliveries before trying my address again8:I had received another phone call saying they are now two towns away because they put the address in the gps again! Strike two! Its now 11:am I still have not received my furniture and have no furniture since we thought we were getting new furniture today! I been on the phone with manager, supervisors and all everyone keeps telling me is you will get a phone call from someone to help you out! Still waiting Strike THREE!