Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set.
We do absolutely trust our service technician’s reports. The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center. He had
reported that we needed to order a new support leg to be installed. This leg should have been installed at the
time of delivery. For this reason we
have offered the reselection.
We can send out
the center support leg to the customer, we have it in stock. I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report.
We would not be
able to extend an offer of refund to the customer. I can keep the credit open in the hopes that
they are able to find another set that they love
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry for the outrageous and unacceptable
experience our customer has suffered through while making this purchase from
usWe do not, on any level, find that the experiences our customer has alleged
took place a representation of the excellent customer care we strive for every
day we are in businessThe issues that *** and her family had to deal with
were entirely our fault and I am truly embarrassed by the lack of empathy our
customer’s concerns were met withHaving been our Customer Care Training
Supervisor for many years previous to my current position, I assure *** that
our agents our trained and continually coached to recognize every call as a
unique situation; should they not be able to properly handle the call because
of a company policy or procedure we teach the importance of being able to steer
the concern in an appropriate direction so our customer doesn’t experience further
troublesomenessWhile I am so sorry that *** had to escalate her concerns to
this level I am forever thankful to her for making us aware of the evident
training concerns we have within our delivery and customer care departmentsI unquestionably
agree with our customer that there should have been exceptions made to correct
the failures that we left behindWe do have many avenues available to our
agents when escalating a concern like this is necessary and we do not make
choices for our customers based strictly off policies and proceduresBobs
Discount Furniture is a company that was built ‘One Customer at a Time’ and
that is a mantra that we seek to live out every working day
Our records reflect that a return pickup has been scheduled
for and we will be able to fully process a monetary refund to our
customer once the merchandise has been removed from her home and received back
to our distribution center in CTWe have also requested that a $Bobs Discount
Furniture Gift Card be mailed to our customer’s home address because we would
truly appreciate the opportunity to earn her trust back in our business on a
future dateShould *** not want to use our delivery service again, I
certainly cannot blame herPlease let her know that we have many cash and
carry items available in our showrooms that she can purchase with this gift
card and the gift card will never expireWe would like our customer to have an
actual item as an apology from us for our disastrous failures
I apologize to *** and her family again for the stress and
inconvenience we have caused
Thank you for the opportunity to make it right Revdex.com,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">In reviewing *** account our records do not indicate
that she has made us aware of this concern prior to escalating her complaint to
the Revdex.com levelI would truly appreciate the opportunity to resolve this concern
with *** directly if she is willing to provide us with that chanceI have
called *** at the number she provided you in this complaint and left a message
for her with my direct phone number
I anticipate her call back as I am eager to help her resolve
this complaint with a fair option for resolution
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
">Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016. The technician found a cracked
rail. The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect. The customer admitted to the
technician that it was probably caused by jumping on the bed. Jumping on the bed is not a manufacturing
defect, nor is it an accident. It is
misuse of the bed. Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines. Jumping on the bed is not an
accident
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent.
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control
Tracy S***
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
I am eager to resolve this issue and finish my dealings with this retailerI do not intend on ever returning as a costumer so I am requesting option See belowOption 3:
We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $99.99.
Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt:
Exert from receipt:
“...we will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash….”
Sincerely,
*** ***
This is now my second complaint with the Revdex.comAfter my first complaint I was called immediately by *** (customer service) at Bob's who wanted to figure out how to fix the previous problemI agreed to give Bob's a second chance*** and I agreed that they would send a new bed and it would be "white glove tested" to ensure no damage when it was delivered to the houseWe agreed that it would be delivered Saturday 8/30/which is the Saturday of Labor Day weekend, which I knew, but figured this time they ensured me things would be taken care ofOn top of that we agreed to half the delivery fee returned in a check ($120) which was received and half in a gift card (which I have yet to receive and at this point don't want)I agreed to all of this because I wanted to give the benefit of the doubt, then the same exact thing that's happened for the past year happened againThe beginning of the week I received a message the delivery would be between 7am -10am Saturday morning and everything was "white glove tested"Then this morning (Saturday 8/30/14) my husband and I woke up at 7am and stripped the bed to make sure it was ready to exchangeAt 9am I received a call the bed wouldn't be coming because there was damageSo not only have I wasted a Saturday of the holiday weekend waiting for Bob's, I woke up at 7am on a Saturday to prepare everything and they didn't have the courtsey to call and let us know they weren't coming hours laterI am aboslutely lividI now have to schedule another Saturday for them to come since my husband and I have full time jobs during the week and waste more of OUR time after being promised a new bedI literally want nothing from Bob's except a FULL refund and my new bedI don't want a gift card because I wouldn't even buy a pillow from Bob's after this year long, absolutely horrifying experience we've hadThis is the worst service imaginable! want a FULL refund of what the cost of the bed, foot board and rails cost which I belive to be around $1,and I want a brand new bed that is not damaged delivered to my house IMMEDIATELY! I WILL NOT except a gift card!
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. We would be willing to send the customer a
new mattress via *** ** if the customer is willing to pay the difference in the
mattress. This would save the customer having
to make the journey to do the exchange The customer can answer through the Revdex.com or
reach out to me directly as I have left my direct number on their voicemail
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
I have spoken with *** by phone this afternoon (4.17.2014)
and she has accepted our option for compensation
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Hello again
***,
When you
made your purchase in Bobs Discount Furniture did not sell the same Goof
Proof Plan we sell in today’s marketplaceThe plan you purchased in
covers you for five years of accidental coverage through a third party company
and did not extend the Bobs Discount Furniture Guarantee of one year
I do
understand that it is an inconvenience to you to take time off of work when you
have product concerns to deal with however Bobs Discount Furniture has been
providing you with services (parts and labor) at no costWe are directly
covering the cost of sending our professionals to your home to repair your
merchandise outside of its warranty with usI must disagree with your notion of
“I truly believe that Bob's Furniture will
go the cheapest way out instead of doing things the right way.”
The facts show that we have
been doing the right thing and taking care of our customer’s concerns even when
we as a business stand to actually take a loss of monetary valueI apologize
that we haven’t been able to earn your appreciation for our services and look
forward to being able to satisfy you in the future
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with Mrs*** this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very startWe are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs*** that her complaint is of great importance to us
Thank you for the opportunity to make this failure right,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
This furniture store sent a bunk bed I ordered without correct partsThey attempted to resolve the issue by sending more parts in the mail with a team to reassemble days laterThe second assembly team still did not have the correct parts to assemble the bedBobs Discount Furniture gave me a hard time about conducting a full furniture exchangeI'm awaiting my third attempt at having a bunk bed completed from this storeI am furious
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 filed a dispute with their
credit card company. That is the reason
the pickup was canceled. When a dispute
is filed, the details must be worked out before we can continue. My colleague Rowan has reached out to the customer
twice to reach an agreement to allow for the removal of the merchandise. Rowan called the phone number on file on
at 7:17pm which would have enabled the scheduled pick up to continue
and at 9:37am to work out an agreement and reschedule the pickup.
With the open dispute the customer must reach out to
Rowan directly to provide required information and schedule the pickup for
refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"">
I am so very sorry for the disapointment that
this customer has had to endure based off of our product failures and error in
not properly scheduling the redeliveryWe expect all of our customer care
agents to behave in the utmost professional and caring manner and I thank this
customer for bringing these failures to our attention so we may have the
opportunity to address the obvious coaching concerns we haveI assure our
customer that Bobs Discount Furniture cares very much for these concerns and
our intention was never to create inconvenience this delivery process
Bob’s prides itself on
providing our customer quality service and the best value product for the
priceOur primary focus is on ‘Making It Right’ so that our customer is
satisfied with the product that they have purchased from usWe currently have
a delivery scheduled for (tomorrow) to resolve this concernWhile it
is not procedure to do so, I recognize that we have caused our customer
a great deal of inconvenienceFor that reason, I will make a note that once we
have made everything right, we will review this customer’s account to determine
if further action should to be takenPlease advise our customer that upon
completion of their delivery, the driver is expected to call into our Customer
Care Department to allow us to speak directly with themIf our customer still
believes that further resolution is needed to rectify this concern we can
discuss what, if any, further resolution will be offered at that time
I genuinely apologize again for the
impression this customer has been left with of our business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good evening,
I respectfully decline their findings
I find their materials seem to be sub par
The slats and composite wood was inadequate to
Support your Bob O Pedic mattressThe quarter inch
Support in lack of lateral supports made this deemed
To failFor our money from a respective company we
Deserve betterI did speak with both Bob's furniture
And the Goof Proof! Like I said no one helped! Not even
A year it lasted!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
While I appreciate the "Sincere apology" and the refunding of the delivery charge, I still have unusable furniture in my home days after it was deliveredI am now being told that the parts I am waiting for will be expedited to meIt has been days since the last time the company said they would be shipping me the parts that they said were located in their *** warehouseI was told several times that they ship *** **This should be one day shipping to meWhat I understand here is that the parts that I need have been sitting in their warehouse for at least the last thee weeksI could have had a usable couch at Christmas when I had guests!
Yes, I am still frustratedI cannot accept an apology for something when the wrong has yet to be rectifiedBob's could refund the entire price of this furniture and it won't do anything about the fact that it was unusable over the holidays and that it still sits in my living room unusableI have grown to really regret my decision to purchase from Bob'sI ask that they retrieve this furniture and cancel my finance contract
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">
I have contacted this customer via telephone today (8.11.2015) and
advised them of my direct number for further contact should they wish
I am very embarrassed about the poor service our customer received
from us regarding this concern and have entered in the reselection credit as
they have requested
The customer can provide their salesperson with this credit
number: *** when they visit our store to pick out their new chairs and I sincerely
apologize again for the manner in which their concern was initially handled
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I allowed the service technician to come out to my home on 04/01/to finish putting together the bedWhen he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed. This is the second time Bob's has tried to put together this bed and has failed due to an error on their partOnce again, the correct and necessary parts were not sent. This has been a month that my daughter has not had a bed to sleep on. This is unacceptable. My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready. I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors. I would also like a technician to finish putting this bed together immediately. This is unacceptable.
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">We apologize for any disappointment our customer is
experiencing with the reclining chairThe chair that was picked from our
warehouse and loaded for transport and delivery on was a factory
fresh model direct from the manufacturer of this chairThere is absolutely no indication
or evidence to support that this customer received a floor model of this chair
The records associated with this chair show that we were out
on a service call at *** *** *** * *** ** *** approximately six
months agoOur technician found no indication of defect within the chair
during this visit however I am appraising by this complaint to Revdex.com that our
customer disputes this service result and still remains unhappy with the
product
If the customer would like to reselect to a different model
chair we are happy to offer a one time courtesy reselection to resolve this
complaint
We will provide the customer with
a store credit based on the price paid to us for the recliner (Credit = $399)
This store credit will allow the customer to reselect to a different chair whose
material makeup may fit their personal needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan
additional $50.00-$savings credit for the customer) should the customer
accept this courtesy offer for resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set.
We do absolutely trust our service technician’s reports. The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center. He had
reported that we needed to order a new support leg to be installed. This leg should have been installed at the
time of delivery. For this reason we
have offered the reselection.
We can send out
the center support leg to the customer, we have it in stock. I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report.
We would not be
able to extend an offer of refund to the customer. I can keep the credit open in the hopes that
they are able to find another set that they love
Kindest
Regards,
Tracy S***
Corporate
Customer Care Liaison
Bob’s Discount
Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry for the outrageous and unacceptable
experience our customer has suffered through while making this purchase from
usWe do not, on any level, find that the experiences our customer has alleged
took place a representation of the excellent customer care we strive for every
day we are in businessThe issues that *** and her family had to deal with
were entirely our fault and I am truly embarrassed by the lack of empathy our
customer’s concerns were met withHaving been our Customer Care Training
Supervisor for many years previous to my current position, I assure *** that
our agents our trained and continually coached to recognize every call as a
unique situation; should they not be able to properly handle the call because
of a company policy or procedure we teach the importance of being able to steer
the concern in an appropriate direction so our customer doesn’t experience further
troublesomenessWhile I am so sorry that *** had to escalate her concerns to
this level I am forever thankful to her for making us aware of the evident
training concerns we have within our delivery and customer care departmentsI unquestionably
agree with our customer that there should have been exceptions made to correct
the failures that we left behindWe do have many avenues available to our
agents when escalating a concern like this is necessary and we do not make
choices for our customers based strictly off policies and proceduresBobs
Discount Furniture is a company that was built ‘One Customer at a Time’ and
that is a mantra that we seek to live out every working day
Our records reflect that a return pickup has been scheduled
for and we will be able to fully process a monetary refund to our
customer once the merchandise has been removed from her home and received back
to our distribution center in CTWe have also requested that a $Bobs Discount
Furniture Gift Card be mailed to our customer’s home address because we would
truly appreciate the opportunity to earn her trust back in our business on a
future dateShould *** not want to use our delivery service again, I
certainly cannot blame herPlease let her know that we have many cash and
carry items available in our showrooms that she can purchase with this gift
card and the gift card will never expireWe would like our customer to have an
actual item as an apology from us for our disastrous failures
I apologize to *** and her family again for the stress and
inconvenience we have caused
Thank you for the opportunity to make it right Revdex.com,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">In reviewing *** account our records do not indicate
that she has made us aware of this concern prior to escalating her complaint to
the Revdex.com levelI would truly appreciate the opportunity to resolve this concern
with *** directly if she is willing to provide us with that chanceI have
called *** at the number she provided you in this complaint and left a message
for her with my direct phone number
I anticipate her call back as I am eager to help her resolve
this complaint with a fair option for resolution
Thank you for the opportunity to make it right,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
">Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016. The technician found a cracked
rail. The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect. The customer admitted to the
technician that it was probably caused by jumping on the bed. Jumping on the bed is not a manufacturing
defect, nor is it an accident. It is
misuse of the bed. Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines. Jumping on the bed is not an
accident
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent.
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control
Tracy S***
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
I am eager to resolve this issue and finish my dealings with this retailerI do not intend on ever returning as a costumer so I am requesting option See belowOption 3:
We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $99.99.
Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt:
Exert from receipt:
“...we will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash….”
Sincerely,
*** ***
This is now my second complaint with the Revdex.comAfter my first complaint I was called immediately by *** (customer service) at Bob's who wanted to figure out how to fix the previous problemI agreed to give Bob's a second chance*** and I agreed that they would send a new bed and it would be "white glove tested" to ensure no damage when it was delivered to the houseWe agreed that it would be delivered Saturday 8/30/which is the Saturday of Labor Day weekend, which I knew, but figured this time they ensured me things would be taken care ofOn top of that we agreed to half the delivery fee returned in a check ($120) which was received and half in a gift card (which I have yet to receive and at this point don't want)I agreed to all of this because I wanted to give the benefit of the doubt, then the same exact thing that's happened for the past year happened againThe beginning of the week I received a message the delivery would be between 7am -10am Saturday morning and everything was "white glove tested"Then this morning (Saturday 8/30/14) my husband and I woke up at 7am and stripped the bed to make sure it was ready to exchangeAt 9am I received a call the bed wouldn't be coming because there was damageSo not only have I wasted a Saturday of the holiday weekend waiting for Bob's, I woke up at 7am on a Saturday to prepare everything and they didn't have the courtsey to call and let us know they weren't coming hours laterI am aboslutely lividI now have to schedule another Saturday for them to come since my husband and I have full time jobs during the week and waste more of OUR time after being promised a new bedI literally want nothing from Bob's except a FULL refund and my new bedI don't want a gift card because I wouldn't even buy a pillow from Bob's after this year long, absolutely horrifying experience we've hadThis is the worst service imaginable! want a FULL refund of what the cost of the bed, foot board and rails cost which I belive to be around $1,and I want a brand new bed that is not damaged delivered to my house IMMEDIATELY! I WILL NOT except a gift card!
Complaint: ***
I am rejecting this response because:
Your technician said this was not fixable
Sincerely,
*** ***
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. We would be willing to send the customer a
new mattress via *** ** if the customer is willing to pay the difference in the
mattress. This would save the customer having
to make the journey to do the exchange The customer can answer through the Revdex.com or
reach out to me directly as I have left my direct number on their voicemail
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
I have spoken with *** by phone this afternoon (4.17.2014)
and she has accepted our option for compensation
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Hello again
***,
When you
made your purchase in Bobs Discount Furniture did not sell the same Goof
Proof Plan we sell in today’s marketplaceThe plan you purchased in
covers you for five years of accidental coverage through a third party company
and did not extend the Bobs Discount Furniture Guarantee of one year
I do
understand that it is an inconvenience to you to take time off of work when you
have product concerns to deal with however Bobs Discount Furniture has been
providing you with services (parts and labor) at no costWe are directly
covering the cost of sending our professionals to your home to repair your
merchandise outside of its warranty with usI must disagree with your notion of
“I truly believe that Bob's Furniture will
go the cheapest way out instead of doing things the right way.”
The facts show that we have
been doing the right thing and taking care of our customer’s concerns even when
we as a business stand to actually take a loss of monetary valueI apologize
that we haven’t been able to earn your appreciation for our services and look
forward to being able to satisfy you in the future
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with Mrs*** this morning (10.01.2014)
and have provided her with my direct information as I will be personally
ensuring our customer’s property claim gets the attention and resolution it should
have been receiving from the very startWe are sincerely sorry our valued
customer has had to deal with any stress and frustration after the damage that
was caused to her residence and we assure Mrs*** that her complaint is of great importance to us
Thank you for the opportunity to make this failure right,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
This furniture store sent a bunk bed I ordered without correct partsThey attempted to resolve the issue by sending more parts in the mail with a team to reassemble days laterThe second assembly team still did not have the correct parts to assemble the bedBobs Discount Furniture gave me a hard time about conducting a full furniture exchangeI'm awaiting my third attempt at having a bunk bed completed from this storeI am furious
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 filed a dispute with their
credit card company. That is the reason
the pickup was canceled. When a dispute
is filed, the details must be worked out before we can continue. My colleague Rowan has reached out to the customer
twice to reach an agreement to allow for the removal of the merchandise. Rowan called the phone number on file on
at 7:17pm which would have enabled the scheduled pick up to continue
and at 9:37am to work out an agreement and reschedule the pickup.
With the open dispute the customer must reach out to
Rowan directly to provide required information and schedule the pickup for
refund
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"">
I am so very sorry for the disapointment that
this customer has had to endure based off of our product failures and error in
not properly scheduling the redeliveryWe expect all of our customer care
agents to behave in the utmost professional and caring manner and I thank this
customer for bringing these failures to our attention so we may have the
opportunity to address the obvious coaching concerns we haveI assure our
customer that Bobs Discount Furniture cares very much for these concerns and
our intention was never to create inconvenience this delivery process
Bob’s prides itself on
providing our customer quality service and the best value product for the
priceOur primary focus is on ‘Making It Right’ so that our customer is
satisfied with the product that they have purchased from usWe currently have
a delivery scheduled for (tomorrow) to resolve this concernWhile it
is not procedure to do so, I recognize that we have caused our customer
a great deal of inconvenienceFor that reason, I will make a note that once we
have made everything right, we will review this customer’s account to determine
if further action should to be takenPlease advise our customer that upon
completion of their delivery, the driver is expected to call into our Customer
Care Department to allow us to speak directly with themIf our customer still
believes that further resolution is needed to rectify this concern we can
discuss what, if any, further resolution will be offered at that time
I genuinely apologize again for the
impression this customer has been left with of our business
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good evening,
I respectfully decline their findings
I find their materials seem to be sub par
The slats and composite wood was inadequate to
Support your Bob O Pedic mattressThe quarter inch
Support in lack of lateral supports made this deemed
To failFor our money from a respective company we
Deserve betterI did speak with both Bob's furniture
And the Goof Proof! Like I said no one helped! Not even
A year it lasted!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
While I appreciate the "Sincere apology" and the refunding of the delivery charge, I still have unusable furniture in my home days after it was deliveredI am now being told that the parts I am waiting for will be expedited to meIt has been days since the last time the company said they would be shipping me the parts that they said were located in their *** warehouseI was told several times that they ship *** **This should be one day shipping to meWhat I understand here is that the parts that I need have been sitting in their warehouse for at least the last thee weeksI could have had a usable couch at Christmas when I had guests!
Yes, I am still frustratedI cannot accept an apology for something when the wrong has yet to be rectifiedBob's could refund the entire price of this furniture and it won't do anything about the fact that it was unusable over the holidays and that it still sits in my living room unusableI have grown to really regret my decision to purchase from Bob'sI ask that they retrieve this furniture and cancel my finance contract
Sincerely,
*** ***
Good Morning Revdex.com,
size="3">
I have contacted this customer via telephone today (8.11.2015) and
advised them of my direct number for further contact should they wish
I am very embarrassed about the poor service our customer received
from us regarding this concern and have entered in the reselection credit as
they have requested
The customer can provide their salesperson with this credit
number: *** when they visit our store to pick out their new chairs and I sincerely
apologize again for the manner in which their concern was initially handled
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I allowed the service technician to come out to my home on 04/01/to finish putting together the bedWhen he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed. This is the second time Bob's has tried to put together this bed and has failed due to an error on their partOnce again, the correct and necessary parts were not sent. This has been a month that my daughter has not had a bed to sleep on. This is unacceptable. My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready. I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors. I would also like a technician to finish putting this bed together immediately. This is unacceptable.
Sincerely,
*** ***
Good Morning Revdex.com,
face="Calibri">We apologize for any disappointment our customer is
experiencing with the reclining chairThe chair that was picked from our
warehouse and loaded for transport and delivery on was a factory
fresh model direct from the manufacturer of this chairThere is absolutely no indication
or evidence to support that this customer received a floor model of this chair
The records associated with this chair show that we were out
on a service call at *** *** *** * *** ** *** approximately six
months agoOur technician found no indication of defect within the chair
during this visit however I am appraising by this complaint to Revdex.com that our
customer disputes this service result and still remains unhappy with the
product
If the customer would like to reselect to a different model
chair we are happy to offer a one time courtesy reselection to resolve this
complaint
We will provide the customer with
a store credit based on the price paid to us for the recliner (Credit = $399)
This store credit will allow the customer to reselect to a different chair whose
material makeup may fit their personal needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approxan
additional $50.00-$savings credit for the customer) should the customer
accept this courtesy offer for resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison