Good Afternoon Revdex.com,
size="3">I called and spoke with*** today (1.20.2015) and
apologized to her for all the concerns she has been experiencing with her
product from us*** has agreed to give us another chance to fully satisfy
her by returning to our showroom and selecting new merchandise
***has been provided with my direct phone number should
she need any further assistance with her merchandise
Thank you,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
Hi, Tracy,
The technician who came to my home early on 10/15, aside from not having his own tools,deemed the loud rumbling from our nearly $5,bed set "unrepairable" and the cause of his most recent service callsImagine my surprise when it was reorted to corporate that everything was fineIt was not until my husband spoke directly with a Paramus manager that an exhcange (not "it has to be broken in" like a customer service phone voice told us on 10/12) was arrangedTimes remain inconvenient for working class people, and the product continues to disappointWe have made multiple attempts in good faith to remediate this matter; corporate does not seem willing to maintain their responsibility to ensure consumer expectations meet corporate actionsI receivedba voicemail message on 10/from corporate, offering a mutually agreeable resolutionMaybe I should proceed with her offer? Nearly $5,000, but a year old chair and ottoman offer more comfort? BOB's stands for Better Off Bypassing
Sincerely,
***
*** ***
Me and my husband went to bobs on castor ave in paWe choose a living room set andWhen we went to pay for it, this Indian salesman thought it was a good job to break the pyments up into small paymentsHe swiped my husband card different times, even after my husband told him to stop! The salesman told my husband "don't worry I know what I'm doing, I do it all the time"Our bank then blocked our card from using it further and there was still a minimum dueMy husband told the manager and he said to just come back tomorrow and he'll fix itWe came the next day and they refused to refund our money saying "we'll give you a deal" at first they tried to give us 50$ off, and we told them that won't even cover the bank fees that they caused from making continuos transactions, they then said they'll give us free delivery and a discount, so we said coolThey arrived 4days later and set up the furniture, to find out one of the electric couches don't work and they'll have a technician come out in a weekAfter we disagreed we called the CS number and spoke to someone name Evelyn who stated the same thingWe then asked them to come get the furniture and refund our money since it was the same day they deliveredShe stated they can't refund our money or give us a new couch because it was already in the house and it's not apart of their policy, even thought the delivery guy was still hereI asked to speak with a manager and after being on hold for minutes she click over and say her manager is busy and will call me in a hour , she took my number down and after hours no call, so I called and never got throughI have never dealt with ignorant unprofessional jack as like thisI highly recommend not buying from them!!!!
Complaint: ***
I am rejecting this response because:
I received a voicemail message from Bob's stating they WILL accept my return for a full refund I have the saved voicemail They told me to contact the store to set up a return date They told me I can bring it back anytime to the Nashua store I am planning to return it this weekend.
The policy is not clear on your website I never would have purchased an item that was non-refundable
Sincerely,
*** ***
Please
accept my apologies for your dog’s behavior and the alleged sales experience
you state you receivedIf you did ask the sales person many times about your
dog chewing the mattress I gather that this is not the first time your pet has
behaved in this manner and I can understand how frustrating that must be for
youI assure you that we are not taking your complaint lightly and have begun
investigating this complaint with the appropriate retail parties
The
time of sale is a very exciting time, not only for you, but also for your
salespersonOur intention was never to mislead you or provide you with
incorrect informationI was not present during the initial time of sale
however, I am available now to properly as your complaint and offer a
resolution that balances both the needs of our valued customer and our
businessThe packaging that your bed protector came in has a specific list of
what is covered under this protection plan, it lists food and beverage
stains, human and pet bodily fluids, ball point pen ink, punctures, cuts, rips,
and burnsAnimal damage of an intentional nature is not covered as this
protector is meant for accidental occurrences and covers pet damage in the form
of fluid stains onlyOur customers normally do receive a flyer with this
information as well, but if you did not receive the flyer this information
would have been displayed on the actual packaging you took home with you for
your reviewI’m so sorry but Bobs Discount Furniture and/or *** is
unable to take responsibility for your pet causing this damage to your product
***,
as you are a customer of Bobs with a concern we truly wish to help in any way
we can and given the specific details of your claim I have worked very hard to
come up with a resolution that I hope you will find satisfactoryBobs Discount
Furniture can offer to refund 50% of the price you paid for the mattress (this
resolution does not include your foundation) and 100% of the price you paid for
the bed protectorIf you would prefer we can offer these monies to you in the
form of a store credit that you could use towards the repurchase the current
mattress you have in your homeWe would not be able to remove the damaged
mattress in your home or cover the cost if you chose to have the new mattress delivered
I stand behind this as a fair option for resolution and I apologize to you
again for the stress that this animal damage has caused in your daily life
Please
respond to me and let me know if you will accept this resolution as I am eager
to help you
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
white; line-height: 15pt;">We sincerely apologize for the
inconvenience the availability of your merchandise/delivery has caused youI
can understand your frustration having been assured a delivery date previously
and I truly wish we could get this merchandise to you sooner
Due to the piece you really want being on
backorder, the store has offer you a piece to use to complete the set until the
piece you really want becoming available.
This far exceeds our policy and procedure. I see that they have also offered a
considerable amount of compensation for the delay. This is also outside of our procedure.
At this time we would not be able to extend
an offer of picking up for a refund
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchasedIf there was anyway to get the merchandise to you
sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry that this customer has had issues with the bed
""> We have sent the remote control to the
customer *** ** overnight. Tracking number is *** It should be
received 9.15.16. We can certainly offer
compensation for the past week that the customer has not had a functioning
bed.
As far as the timeframes for delivery, each customer
receives a four hour window in which we anticipate the team’s arrival. For service tech’s we offer a two hour
window. Our routes are set
geographically to allow maximum efficiency.
While we try to honor all timeframe requests, there are times where it
is not possible. For the delay in having
this rectified, we are very sorry.
The remote should just plug inOnce you have received the part and the bed is
functioning properly, we can offer compensation. Compensation is offered as a Bob’s Gift Card
and is based off of our failures only.
We are not able to offer compensation based on lost wages or a customer’s
time. Compensation must be equal across all
customer demographics.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,I called and spoke with Mr*** after reviewing his accountDue to the part order delay, I have agreed to exchange the sofaDelivery and pick up is scheduled for June 10, and he will receive an automated call a few days in advance confirming the estimated
four hour time frame window.Thanks,
*** **
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for any and all inconveniences we
caused this customer in regards to her product
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$
I apologize to you in advance if any of the following
communication becomes confusingOur records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator
After all the changes made to the customer’s original sales
order were made (Order # ***) the customer had a remaining credit available
for $Another available credit from a return for a Queen Pillow for
$(return order # ***) brought the available credit total to: $
$of this combined credit was used to pay for sales
order # *** (Merchandise included: two queen sized pillows bought from our *** *** location on 9.04.2011)
This left the customer with a balance in credit of $
Another return order (#***) gave the customer an additional credit
of $making a new available credit total of $
We then refunded the customer’s *** credit card for $
via credit number *** on
This brings the amount of available credit to be refunded
back to the customer down to $
Please also
let the record state that our accounting documents show that one of the two
$payments the customer claims to have made to us on or around
was never actually received from her credit cardShould the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged chargeWhile it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to *** by phone today (1.28.2014) and am
currently working to resolve her claim with the *** company*** has
been provided all my direct contact information and has been made aware that if
I am unable to resolve her claim using *** we will offer her resolution
through Bobs Discount Furniture on Thursday January 30,
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I spoke to
our customer via telephone today (8.04.2014) and scheduled a date to replace
this mattress on We will take away the damaged mattress and deliver
our customer a factory fresh model because after a deeper inspection of this
report and our technician’s photos I do feel our customer has experienced a rip
as the result of a factory defectBobs Discount Furniture apologizes for any inconvenience
we have caused our customers and thanks *** *** *** *** dearly for their
business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate 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 me
Sincerely,
*** ***
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that we spoke with Mr*** on
and made him an offer to refund the monies he paid us for his Goof Proof Plus
protection planAs Mr*** has stated, the damage to his ottoman was
caused by a “worker” who was completing business in his residenceThis is a completely
separate occurrence from a friend or family member who is visiting for leisure
and accidentally caused damage to his productJust as our delivery teams have
separate insurance companies that are not related to Bobs Discount Furniture,
we must assume that the repair man conducting business also has his own
insurance company to use for incidents such as this
Please extend my apologies to Mr*** for the frustration this
accident is causing himWe expect our sales professionals to educate our
customers with a general overview of our policies and protection plan at the
time of saleWhile this general overview is meant to provide the customer with
the benefits of buying Goof Proof Plus, we continually find that there is not
enough time or consumer focus to explain all of the exclusions this plan has
We ask our customers for an email address at the time of sale and should we be
provided with this information the *** company will email our customer an informational
package containing their detailed terms and conditions
As the retailer, learning of our customer’s concern we have
offered Mr*** the best option we have availableWe can certainly process
a monetary refund of his plan back to him should he feel he did not get the
protection plan he paid forThe refund of monies would void not only his
accidental coverage through *** but also his five year factory defect warranty
through Bobs
If Mr*** would like
to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs
Discount Furniture Gift Card for the amount he paid us for this plan ($99.99)
If he would like to repurchase this ottoman so he has a factory fresh model
this gift card offer would cover 50% of the ottoman’s cost
Thank you for your help in forwarding this message to our customer
and I eagerly await his response as we genuinely wish to help him resolve this
concern
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns
with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented
Currently our records indicate that the sofa and loveseat are available for deliveryI have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes
Your desire to be compensated for your time and inconvenience is understoodOur primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furnitureAs a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process
Sincerely
*** ***
Good Afternoon Revdex.com,
Our records indicate that *** *** account has been fully
settledWe are not in a position where we owe *** *** any further refunds
as of nearly a month agoI have made certain of this with my Accounting
DepartmentWe ask that *** *** follow up directly with his credit card
company if he feels this information is incorrect
We are truly very
sorry for the mistakes we made during *** *** purchase and did make a
valid effort to make our failures right by our customerI attempted to
personally help *** *** and was abruptly turned down on several occasions by
*** *** *** disconnected the calls I made to him and became increasingly
irate when I attempted to call back*** *** was very direct in providing me
with the impression that he did not want to hear from anyone at Bobs Discount
Furniture nor provide us the opportunity to earn his trust back in our
businessI do not deny that as a business we make mistakes and when a customer
complaint comes across my desk I view it as an opportunity to earn future
business that may have been lost
Thank you for giving us the opportunity to reach out to our
customer and I am truly very sad that *** *** would not allow me to help him
in the past
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
OK--thanks for taking care of it It is yet another disappointment in your customer "care" departmentI will wait to hear from you around 7/about the partThanks, ***
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
Sincerely,
*** ***
Revdex.com:
Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refundI provided them with your name and titleHopefully this will all get squared awayAgain your store representatives were amazing , but please I beg you to work with your customer support teamAnother attempt was made to get the bed fixed by a tech named Singh who was absolutely amazingUnfortunately he was unable to rectify the issueThanks again for understanding God bless
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan V***
Good Morning Revdex.com, Our records show that this
original chair ‘Power lift chair’ was
delivered to the customer with no concerns on 11/06/2015, on that same day the
customer’s daughter called us and indicated that her mother did not like the
chair because it was uncomfortable for her
At that point we made an exception to our return policy for the customer
by agreeing to take back a chair that was selected by the customer and
delivered with no defectsPlease know that our business cannot re sell this
chair as new product and took a massive loss to initially accommodate this
individual’s preference concerns
On the account indicates that we delivered the newly
selected recliner chosen by the customer with (again) no defect concerns
Should the customer wish to disclose what the concern with “poor
quality” is on the second chair we are happy to and confident that we can
resolve any product failure within the guidelines of our ‘Service Policy’ as
outlined on the customer’s sales receiptFurthermore as listed on the sales receipt
that all customers commonly sign at the time of purchase our refund policy has
been properly adhered to in reference to this claim:
As stated:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
As an extreme
courtesy we are willing to make another exception for this customer and refund
the difference in the price between the first and second purchasesThis refund
totals to: $and has been set up within the customer’s accountAt this
time the customer only needs to contact their retail location (###-###-####- PRESS #on the telephone
keypad when you hear Bob’s voice) and provide this refund credit # to have
their credit card inputted and the processing of the refund completed
We are happy to adequately resolve any product
concerns that may be present with the second chair as soon as the customer communicates
to us what those concerns actually areWe have made several exceptions already
in an extreme effort to meet this individual’s demands and apologize that we
are unable to offer a refund on the newly delivered merchandise
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that we have not been able to successfully deliver
this
customer’s merchandise. I do see that
the team hoisted the merchandise as a courtesy to this customer. This is not something we would be able to
offer in the future, as most often this process causes damage to the
merchandise. There are frame damages,
tears and seam separations that result from this action
We will set this customer up for a store credit of $
as compensation for the multiple deliveries and services. We hope that this customer will be able to
find a set that is able to be delivered safely.
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 Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that this concern has caused themWe have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation and a reassembly service
for the queen sized bed
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their scheduleWe
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible
Thank You,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***
Good Afternoon Revdex.com,
size="3">I called and spoke with*** today (1.20.2015) and
apologized to her for all the concerns she has been experiencing with her
product from us*** has agreed to give us another chance to fully satisfy
her by returning to our showroom and selecting new merchandise
***has been provided with my direct phone number should
she need any further assistance with her merchandise
Thank you,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Complaint: ***
I am rejecting this response because:
Hi, Tracy,
The technician who came to my home early on 10/15, aside from not having his own tools,deemed the loud rumbling from our nearly $5,bed set "unrepairable" and the cause of his most recent service callsImagine my surprise when it was reorted to corporate that everything was fineIt was not until my husband spoke directly with a Paramus manager that an exhcange (not "it has to be broken in" like a customer service phone voice told us on 10/12) was arrangedTimes remain inconvenient for working class people, and the product continues to disappointWe have made multiple attempts in good faith to remediate this matter; corporate does not seem willing to maintain their responsibility to ensure consumer expectations meet corporate actionsI receivedba voicemail message on 10/from corporate, offering a mutually agreeable resolutionMaybe I should proceed with her offer? Nearly $5,000, but a year old chair and ottoman offer more comfort? BOB's stands for Better Off Bypassing
Sincerely,
***
*** ***
Me and my husband went to bobs on castor ave in paWe choose a living room set andWhen we went to pay for it, this Indian salesman thought it was a good job to break the pyments up into small paymentsHe swiped my husband card different times, even after my husband told him to stop! The salesman told my husband "don't worry I know what I'm doing, I do it all the time"Our bank then blocked our card from using it further and there was still a minimum dueMy husband told the manager and he said to just come back tomorrow and he'll fix itWe came the next day and they refused to refund our money saying "we'll give you a deal" at first they tried to give us 50$ off, and we told them that won't even cover the bank fees that they caused from making continuos transactions, they then said they'll give us free delivery and a discount, so we said coolThey arrived 4days later and set up the furniture, to find out one of the electric couches don't work and they'll have a technician come out in a weekAfter we disagreed we called the CS number and spoke to someone name Evelyn who stated the same thingWe then asked them to come get the furniture and refund our money since it was the same day they deliveredShe stated they can't refund our money or give us a new couch because it was already in the house and it's not apart of their policy, even thought the delivery guy was still hereI asked to speak with a manager and after being on hold for minutes she click over and say her manager is busy and will call me in a hour , she took my number down and after hours no call, so I called and never got throughI have never dealt with ignorant unprofessional jack a
s like thisI highly recommend not buying from them!!!!
Complaint: ***
I am rejecting this response because:
I received a voicemail message from Bob's stating they WILL accept my return for a full refund I have the saved voicemail They told me to contact the store to set up a return date They told me I can bring it back anytime to the Nashua store I am planning to return it this weekend.
The policy is not clear on your website I never would have purchased an item that was non-refundable
Sincerely,
*** ***
Good
s your complaint and offer a
Afternoon ***,
Please
accept my apologies for your dog’s behavior and the alleged sales experience
you state you receivedIf you did ask the sales person many times about your
dog chewing the mattress I gather that this is not the first time your pet has
behaved in this manner and I can understand how frustrating that must be for
youI assure you that we are not taking your complaint lightly and have begun
investigating this complaint with the appropriate retail parties
The
time of sale is a very exciting time, not only for you, but also for your
salespersonOur intention was never to mislead you or provide you with
incorrect informationI was not present during the initial time of sale
however, I am available now to properly a
resolution that balances both the needs of our valued customer and our
businessThe packaging that your bed protector came in has a specific list of
what is covered under this protection plan, it lists food and beverage
stains, human and pet bodily fluids, ball point pen ink, punctures, cuts, rips,
and burnsAnimal damage of an intentional nature is not covered as this
protector is meant for accidental occurrences and covers pet damage in the form
of fluid stains onlyOur customers normally do receive a flyer with this
information as well, but if you did not receive the flyer this information
would have been displayed on the actual packaging you took home with you for
your reviewI’m so sorry but Bobs Discount Furniture and/or *** is
unable to take responsibility for your pet causing this damage to your product
***,
as you are a customer of Bobs with a concern we truly wish to help in any way
we can and given the specific details of your claim I have worked very hard to
come up with a resolution that I hope you will find satisfactoryBobs Discount
Furniture can offer to refund 50% of the price you paid for the mattress (this
resolution does not include your foundation) and 100% of the price you paid for
the bed protectorIf you would prefer we can offer these monies to you in the
form of a store credit that you could use towards the repurchase the current
mattress you have in your homeWe would not be able to remove the damaged
mattress in your home or cover the cost if you chose to have the new mattress delivered
I stand behind this as a fair option for resolution and I apologize to you
again for the stress that this animal damage has caused in your daily life
Please
respond to me and let me know if you will accept this resolution as I am eager
to help you
Thank
You,
*** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
white; line-height: 15pt;">We sincerely apologize for the
inconvenience the availability of your merchandise/delivery has caused youI
can understand your frustration having been assured a delivery date previously
and I truly wish we could get this merchandise to you sooner
Due to the piece you really want being on
backorder, the store has offer you a piece to use to complete the set until the
piece you really want becoming available.
This far exceeds our policy and procedure. I see that they have also offered a
considerable amount of compensation for the delay. This is also outside of our procedure.
At this time we would not be able to extend
an offer of picking up for a refund
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchasedIf there was anyway to get the merchandise to you
sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry that this customer has had issues with the bed
""> We have sent the remote control to the
customer *** ** overnight. Tracking number is *** It should be
received 9.15.16. We can certainly offer
compensation for the past week that the customer has not had a functioning
bed.
As far as the timeframes for delivery, each customer
receives a four hour window in which we anticipate the team’s arrival. For service tech’s we offer a two hour
window. Our routes are set
geographically to allow maximum efficiency.
While we try to honor all timeframe requests, there are times where it
is not possible. For the delay in having
this rectified, we are very sorry.
The remote should just plug inOnce you have received the part and the bed is
functioning properly, we can offer compensation. Compensation is offered as a Bob’s Gift Card
and is based off of our failures only.
We are not able to offer compensation based on lost wages or a customer’s
time. Compensation must be equal across all
customer demographics.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,I called and spoke with Mr*** after reviewing his accountDue to the part order delay, I have agreed to exchange the sofaDelivery and pick up is scheduled for June 10, and he will receive an automated call a few days in advance confirming the estimated
four hour time frame window.Thanks,
*** **
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for any and all inconveniences we
caused this customer in regards to her product
After an extensive review with our Accounting Department we
have come to the conclusion that this customer is owed a refund amount of
$
I apologize to you in advance if any of the following
communication becomes confusingOur records for this account are extensive and
I will do my best to try and communicate our reasoning as clearly as possible
to you as a third party mediator
After all the changes made to the customer’s original sales
order were made (Order # ***) the customer had a remaining credit available
for $Another available credit from a return for a Queen Pillow for
$(return order # ***) brought the available credit total to: $
$of this combined credit was used to pay for sales
order # *** (Merchandise included: two queen sized pillows bought from our *** *** location on 9.04.2011)
This left the customer with a balance in credit of $
Another return order (#***) gave the customer an additional credit
of $making a new available credit total of $
We then refunded the customer’s *** credit card for $
via credit number *** on
This brings the amount of available credit to be refunded
back to the customer down to $
Please also
let the record state that our accounting documents show that one of the two
$payments the customer claims to have made to us on or around
was never actually received from her credit cardShould the customer wish to
dispute this information we would need her to provide proof via this Revdex.com
channel of the transaction actually occurring from her credit card to Bobs
Discount Furniture before any further discussion can be made regarding this
alleged chargeWhile it may be listed on a sales invoice she has from us, this
does not serve as proof that we received payment from the charge, only that the
charge was initiated
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to *** by phone today (1.28.2014) and am
currently working to resolve her claim with the *** company*** has
been provided all my direct contact information and has been made aware that if
I am unable to resolve her claim using *** we will offer her resolution
through Bobs Discount Furniture on Thursday January 30,
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I spoke to
our customer via telephone today (8.04.2014) and scheduled a date to replace
this mattress on We will take away the damaged mattress and deliver
our customer a factory fresh model because after a deeper inspection of this
report and our technician’s photos I do feel our customer has experienced a rip
as the result of a factory defectBobs Discount Furniture apologizes for any inconvenience
we have caused our customers and thanks *** *** *** *** dearly for their
business
Kind
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate 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 me
Sincerely,
*** ***
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that we spoke with Mr*** on
and made him an offer to refund the monies he paid us for his Goof Proof Plus
protection planAs Mr*** has stated, the damage to his ottoman was
caused by a “worker” who was completing business in his residenceThis is a completely
separate occurrence from a friend or family member who is visiting for leisure
and accidentally caused damage to his productJust as our delivery teams have
separate insurance companies that are not related to Bobs Discount Furniture,
we must assume that the repair man conducting business also has his own
insurance company to use for incidents such as this
Please extend my apologies to Mr*** for the frustration this
accident is causing himWe expect our sales professionals to educate our
customers with a general overview of our policies and protection plan at the
time of saleWhile this general overview is meant to provide the customer with
the benefits of buying Goof Proof Plus, we continually find that there is not
enough time or consumer focus to explain all of the exclusions this plan has
We ask our customers for an email address at the time of sale and should we be
provided with this information the *** company will email our customer an informational
package containing their detailed terms and conditions
As the retailer, learning of our customer’s concern we have
offered Mr*** the best option we have availableWe can certainly process
a monetary refund of his plan back to him should he feel he did not get the
protection plan he paid forThe refund of monies would void not only his
accidental coverage through *** but also his five year factory defect warranty
through Bobs
If Mr*** would like
to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs
Discount Furniture Gift Card for the amount he paid us for this plan ($99.99)
If he would like to repurchase this ottoman so he has a factory fresh model
this gift card offer would cover 50% of the ottoman’s cost
Thank you for your help in forwarding this message to our customer
and I eagerly await his response as we genuinely wish to help him resolve this
concern
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mrs***,
Thank you for choosing Bob's Discount Furniture for your home furnishing needsI have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns
with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented
Currently our records indicate that the sofa and loveseat are available for deliveryI have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes
Your desire to be compensated for your time and inconvenience is understoodOur primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furnitureAs a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process
Sincerely
*** ***
Good Afternoon Revdex.com,
Our records indicate that *** *** account has been fully
settledWe are not in a position where we owe *** *** any further refunds
as of nearly a month agoI have made certain of this with my Accounting
DepartmentWe ask that *** *** follow up directly with his credit card
company if he feels this information is incorrect
We are truly very
sorry for the mistakes we made during *** *** purchase and did make a
valid effort to make our failures right by our customerI attempted to
personally help *** *** and was abruptly turned down on several occasions by
*** *** *** disconnected the calls I made to him and became increasingly
irate when I attempted to call back*** *** was very direct in providing me
with the impression that he did not want to hear from anyone at Bobs Discount
Furniture nor provide us the opportunity to earn his trust back in our
businessI do not deny that as a business we make mistakes and when a customer
complaint comes across my desk I view it as an opportunity to earn future
business that may have been lost
Thank you for giving us the opportunity to reach out to our
customer and I am truly very sad that *** *** would not allow me to help him
in the past
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
OK--thanks for taking care of it It is yet another disappointment in your customer "care" departmentI will wait to hear from you around 7/about the partThanks, ***
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
Sincerely,
*** ***
Revdex.com:
Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refundI provided them with your name and titleHopefully this will all get squared awayAgain your store representatives were amazing , but please I beg you to work with your customer support teamAnother attempt was made to get the bed fixed by a tech named Singh who was absolutely amazingUnfortunately he was unable to rectify the issueThanks again for understanding God bless
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jonathan V***
Good Morning Revdex.com, Our records show that this
original chair ‘Power lift chair’ was
delivered to the customer with no concerns on 11/06/2015, on that same day the
customer’s daughter called us and indicated that her mother did not like the
chair because it was uncomfortable for her
At that point we made an exception to our return policy for the customer
by agreeing to take back a chair that was selected by the customer and
delivered with no defectsPlease know that our business cannot re sell this
chair as new product and took a massive loss to initially accommodate this
individual’s preference concerns
On the account indicates that we delivered the newly
selected recliner chosen by the customer with (again) no defect concerns
Should the customer wish to disclose what the concern with “poor
quality” is on the second chair we are happy to and confident that we can
resolve any product failure within the guidelines of our ‘Service Policy’ as
outlined on the customer’s sales receiptFurthermore as listed on the sales receipt
that all customers commonly sign at the time of purchase our refund policy has
been properly adhered to in reference to this claim:
As stated:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up
As an extreme
courtesy we are willing to make another exception for this customer and refund
the difference in the price between the first and second purchasesThis refund
totals to: $and has been set up within the customer’s accountAt this
time the customer only needs to contact their retail location (###-###-####- PRESS #on the telephone
keypad when you hear Bob’s voice) and provide this refund credit # to have
their credit card inputted and the processing of the refund completed
We are happy to adequately resolve any product
concerns that may be present with the second chair as soon as the customer communicates
to us what those concerns actually areWe have made several exceptions already
in an extreme effort to meet this individual’s demands and apologize that we
are unable to offer a refund on the newly delivered merchandise
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are sincerely sorry that we have not been able to successfully deliver
this
customer’s merchandise. I do see that
the team hoisted the merchandise as a courtesy to this customer. This is not something we would be able to
offer in the future, as most often this process causes damage to the
merchandise. There are frame damages,
tears and seam separations that result from this action
We will set this customer up for a store credit of $
as compensation for the multiple deliveries and services. We hope that this customer will be able to
find a set that is able to be delivered safely.
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 Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that this concern has caused themWe have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation and a reassembly service
for the queen sized bed
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their scheduleWe
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible
Thank You,
*** ** ***
Bobs Discount
Furniture
*** *** *** ***