Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I just finished leaving you a voice message on the number
you provided us within this complaintAs stated in my message since I wasn’t able
to reach you I will outline the courtesy option for resolution we can provide
your mother with at this time
Your mother’s chair was delivered on 12/15/and we have received
no report of concern within the one year Bob’s factory guarantee period we
provided on this chair at the time of saleThe additional protection plan your
mother purchased is called “Goof Proof” and as its name depicts, it is intended
to cover an accidental occurrence that causes damage to the furnitureWhen
making her claim under the plan she purchased, your mother did not state that
an accident occurredThe company that manages this plan is called *** and
their records indicate that your mother explained that she did not know how the
chair became damaged and that is the reason as to why this claim was denied for
coverage
Even though the Bobs warranty on the chair is now long expired,
we did send a service technician to your mother’s residence on to
complete any repair he could on the chair to the best of his abilitiesThis
service was provided at no charge to your mother and regretfully his report
indicates that the chair itself is damaged beyond repair, the report further
reads that the cause of this damage was not related to a factory defectAs a
retailer we are in debt to cover our valued customers’ factory defect damages
under their warranty period with Bobs and in this case your mother’s chair is
not experiencing a damage as a result of a defect and is very far outside the
period we agreed to offer coverage throughThe Bobs Warranty period can be
found on your mother’s original sales invoice and the Goof Proof Plan is an
extremely valuable resource when it is used within its intended guidelines
As an extreme courtesy we can offer to credit your mother’s
account for 80% of the cost she paid for the chair and ottoman setThis credit
is one that she could use within the next two months to return to our showroom
and select either the same chair/ottoman or choose a different chair that may
fit her needs betterBecause we are working above and beyond policies and
guidelines to satisfy this concern we will ask that should your mother want her
new item delivered she pays a new delivery fee based on the pricing of the merchandise
she picks outWe always keep our delivery fees separate from our merchandise
cost and maintain that the delivery is a service within itselfI must disclose
that we will expect to remove this current chair/ottoman set before or on the
same date we deliver the new merchandise your mother selects and we will cover
the cost of removing and disposing of the current item in this home
Please let me know through this Revdex.com channel if you would
like to accept this option for resolution on your mother’s behalf and I will process
the credit and have our retail location reach out to you to confirm completion
I apologize that your mother is experiencing any disappointment in her product
and we are eager to help resolve your concern in a fair manner
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
From: *** ***
Sent: Tuesday, May 20, 8:AM
To: Revdex.com
Subject: Complaint ID ***
Good morning
As the furniture does not have leather rot, I accept the business's response to resolve this complaintI will take 80% store credit in exchange for the damaged furniturePlease let me know when this will be made available to me
Thank you,
*** ***
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns
that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
No one stated at anytime during my calls to your business they needed my full credit card #In addition the lamp fell on carpet, We paid to have the lamp put together by your delivery menThey did not put the lamp together due to the fact that they had to hurry to another deliverySo my husband put the lamp togetherSo the over $lamp has three prongs at the top that are not connected with the lamp shade probably due to improper assembly therefore what would be warranted is you allow me to return the chair that will ultimately have the same problems after the warranty is overWithin thirty days I have a right to return furniture, myself if I find that your product is NOT durable, or long lasting past the warrantyAs I stated the lamp should not have broken, since it fell on SOFT CARPET ! So with that being said you will not repair the obvious non quality lampSo my resolve to either give me back money for delivery and assemble or allow me to return the ultimately defective chairThe chair came through my door with issues, I could just imagine what will happen with actually using this chair.
My request is warranted I asked to return this chair within daysYou guys are prolonging this whole issueMy next complaint will be to the Attorney General, and "RIPOFF" report onlineSo I's advise you guys to try and work out some type o resolutionI didn't pay $for a lamp without a shade !
Thank you,
*** ***
###-###-#### is my cell phone and my home # is ###-###-####No one has contacted me at either on of these #'s to give me my refund, via giving full credit card #You guys are ridiculous ! I will never purchase anything else from your store ever, I will also make sure that everyone I know doesn't either !
Good Afternoon Revdex.com,
size="3">
I contacted *** this afternoon (9.29.2015) and apologized for
the terrible experience she has endured with this purchase from usThe comments regarding the lack of care she
and her family received are very important to usWe want customers to love
shopping with Bobs, so reading a report of such a disturbing experience with
our associates is a serious concern for usWe find the behaviors reported here
inexcusable and know it is upsetting when someone who should be serving you is
disrespectfulWe do hope our customer can accept our deepest apologiesWe
have begun addressing the obvious coaching concerns our customer has brought to
our attention within our staff and will take appropriate action
At this time we do have an open apology offer of a $refund
to the customer’s method of payment
During our conversation today *** advised me that it wasn’t her
preferred time to talk about this concern, she further informed me that she
wanted to speak with her lawyer about the refund offer we have made prior to
fully having it processed*** advised me that she or her Husband (***)
would be contacting me back directly to discuss this concern at their convenience
I look forward to speaking with *** and/or *** with the hope
that I can somehow earn even just a little bit of their trust back in our
business
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons
Complaint: ***
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,*** ***
hi I was writing back again dissatisfied with this company! We did finally recieve our furniture last Wednesday and we were told that $dollars would be given to us for compensation for what we had been through! We were told to call back the next day and someone would place it back on the card for usNow here we are again and it's been a week and three days and still nothing!!! I have left a few messages with the same lady I had dealt with during the furniture incident and she will not answer nor call backWe are just so unhappy again and I still do not understand why this company is not putting our customer satisfaction first
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I bought a chair January it broke a month laterthey replaced it with another oneless than six months that one brokeFiled warranty claim to replace in February not Having no money to re-buy furniture a year later I went to the outlet to purchase something with the warranty creditI rented a *** after speaking with customer service about the fact that I couldn't use the warranty onLine I'd have to physically go into the store to purchase something with the warranty I told them I will be going to Secaucus where it's more reasonably priced and I will be renting a *** truckI asked specifically if I could take the broken piece of crap back with me they said noI get out there tell the people I'm using the warranty, tell them the piece is in my house and is going to be picked up the next daythey say go pick out something I come back with something picked out all of a sudden I cant use the warranty because the furniture is still there even though it's going to be picked up in less than hoursI pay for a truck I had someone come with me for the muscle, from miles away and they can't do anything about it knowing that the broke one was going to be picked up and I borr the expense of coming out there on my own to get something else because the warranty claim is *** and riddled with asinine stipulationsafter all this, broke chairs, three attempts to bring the second one till they got it right, total inconvenience and now me wasting money on a truck to go out there to have them tell me I can't they can't do anything for methe worst customer service everno Humanity, robotic clones.a trained monkey could do the crap they do thereit's ridiculousNo type of empathy whatsoever for the customer the people on the phones tell u one thing and the store does wat they want long as they dont help customerThe store is very non accommodating and I would steer anyone and everyone from ever purchasing anything from there againAll they can say is sorry that's the lamest thing I've heard in my lifeTry putting themselves in customer shoes maybe they cud deal with reality and get something done rightI just wanna use warranty that I paid for for furniture that aint broke and causing my company back painand to be done with this company and itsbsorry excuse for customer service
Good Day Revdex.com,
line-height: 15pt;">We have reached out to this customer directly
to address the issue. We have made an
offer which has been accepted. Thank you
for bringing this to our attention,
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
DO NOT ENROLL IN THE *** *** PROGRAMTHEY HIDE THE TRUE FACTS OF THE DETAILS OF THE DEALI UTILIZED *** *** IN BOBS FURNITURE IN DELAWAREI WAS INFORMED TODAY WHEN I ATTEMPTED TO PAY OF MY ORIGINAL BALANCE OF $THAT DESPITE THE $I PAID TO DATE MY BALANCE IS STILL $WHEN THE REP ERICA WAS ASKED TO EXPLAIN WHAT WAS PAID TO THE PRINCIPLE SHE SAID I DONT KNOW AND LIED AND SAID MY CELL PHONE DOES NOT WORK AND THEY HAVE BEEN TRYING TO CALL ME!!!!! LIES LIESSTAY AWARE BOBS HAS CONTRACTED WITH THIS PROGRAM TO PREY ON THE LESS FORTUNATE
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to this customer by phone today, she was not
available to speak with me regarding her account as she was busy with other
commitmentsI have emailed her my direct contact information and hope to hear
from her soon so I can resolve her concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this *** *** doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that the process was
so frustrating for
this customer. We did send the team out
to remove the mattress and foundation from the parking lot on 1.6.17. We also tried to reach out to the customer at
2:36pm to discuss compensation.
We can certainly make an offer for compensation now
We would like to offer a Bob’s store credit in the amount of
$199.99. If the customer would like to
accept this offer they can reply that they accept and the credit will be placed
on the customer’s account. This credit
never expires or loses value.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the failures
represented in this
complaint. We do not believe this is the
experience that any of our customers should have to endure.
We do absolutely offer compensation for our failures. We do not however compensate for lost
wages. We do believe in being fair across
the board with our customer’s.
Compensating for lost wages would be showing preferential treatment towards
a group or groups. We do base our
compensation offer on our failures solely.
The refund of $has been created. The customer must call in with the original
credit card used, *** ***. For security purposes we are only able to see
the last four digits of the original card used.
We would need the entire card number to process the refund. The customer can either call customer care
with the card in hand, or stop by the store.
Once the card number has been entered into the credit the credit will be
released to the *** card for refund.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">I feel terrible and extremely embarrassed after reading about this
customer’s experience with usI
don't blame our customer 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 our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase
The
comments regarding the service received by our delivery and customer care teams
are very important to usWe want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for usIt is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologiesWe have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
We spoke with technician *** regarding this matter and the
following is his direct account of the service call:
He arrived at the home and waited for customer to arrive
several minutes later
Before the tech was even invited into the home the customer
began saying, "You're going to take care of me, right? I need you to tell
Bobs this is a manufacturing problem." Tech stated he needed to
inspect the bed first before he could make any determinationThe customer then
let him into the homeUpon tech's inspection he found that the metal canopy
support was bentIn his opinion this was caused by improper care by the
customer and not a defect in manufacturingIn his opinion this was caused by
attempting to move the bed without disassembling itTech then reported his findings
to Bobs customer care deptTech adamantly denies having any conversation with
the customer with regards to cause and condition, "rocket science",
or any warnings about what to say to BobsIt was very apparent that the
customer was determined to coerce the tech into a report so he left the
home as quickly as possible
As a representative of Bobs Discount Furniture, I stand
behind *** on this matter in that he acted professionally and appropriately in
this situationI am truly very sorry that we have no recourse to offer our
customer relating to this concern
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I just finished leaving you a voice message on the number
you provided us within this complaintAs stated in my message since I wasn’t able
to reach you I will outline the courtesy option for resolution we can provide
your mother with at this time
Your mother’s chair was delivered on 12/15/and we have received
no report of concern within the one year Bob’s factory guarantee period we
provided on this chair at the time of saleThe additional protection plan your
mother purchased is called “Goof Proof” and as its name depicts, it is intended
to cover an accidental occurrence that causes damage to the furnitureWhen
making her claim under the plan she purchased, your mother did not state that
an accident occurredThe company that manages this plan is called *** and
their records indicate that your mother explained that she did not know how the
chair became damaged and that is the reason as to why this claim was denied for
coverage
Even though the Bobs warranty on the chair is now long expired,
we did send a service technician to your mother’s residence on to
complete any repair he could on the chair to the best of his abilitiesThis
service was provided at no charge to your mother and regretfully his report
indicates that the chair itself is damaged beyond repair, the report further
reads that the cause of this damage was not related to a factory defectAs a
retailer we are in debt to cover our valued customers’ factory defect damages
under their warranty period with Bobs and in this case your mother’s chair is
not experiencing a damage as a result of a defect and is very far outside the
period we agreed to offer coverage throughThe Bobs Warranty period can be
found on your mother’s original sales invoice and the Goof Proof Plan is an
extremely valuable resource when it is used within its intended guidelines
As an extreme courtesy we can offer to credit your mother’s
account for 80% of the cost she paid for the chair and ottoman setThis credit
is one that she could use within the next two months to return to our showroom
and select either the same chair/ottoman or choose a different chair that may
fit her needs betterBecause we are working above and beyond policies and
guidelines to satisfy this concern we will ask that should your mother want her
new item delivered she pays a new delivery fee based on the pricing of the merchandise
she picks outWe always keep our delivery fees separate from our merchandise
cost and maintain that the delivery is a service within itselfI must disclose
that we will expect to remove this current chair/ottoman set before or on the
same date we deliver the new merchandise your mother selects and we will cover
the cost of removing and disposing of the current item in this home
Please let me know through this Revdex.com channel if you would
like to accept this option for resolution on your mother’s behalf and I will process
the credit and have our retail location reach out to you to confirm completion
I apologize that your mother is experiencing any disappointment in her product
and we are eager to help resolve your concern in a fair manner
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer Care
Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
From: *** ***
Sent: Tuesday, May 20, 8:AM
To: Revdex.com
Subject: Complaint ID ***
Good morning
As the furniture does not have leather rot, I accept the business's response to resolve this complaintI will take 80% store credit in exchange for the damaged furniturePlease let me know when this will be made available to me
Thank you,
*** ***
We purchased a dinning room set at the Burbank,Ill locationThe service from the time of purchase was excellent to the delivery and set up
Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns
that
our customer has experienced with their merchandise purchased from Bobs
Discount Furniture and the lack of care/resolution they cite to have received
from our Customer Care Offices
Mold on any memory foam mattress is related to the
environment the mattress is being kept in, there is a vast amount of public
knowledge available on this concern for all consumers alike to referenceAs a
business we will take the mattress away with the sleeper sofa as the sleeper
sofa itself has a manufacturing defect concern and the attempts to make this
right by our customer have continually failed
Upon an executive review of this concern it has been decided
that the best route to benefit our customer is to grant the monetary refund to
our customer for the merchandise, goof proof, and delivery charges remaining
from the original sales orderThe refund credits are actively open for our
customer within our system and can be fully processed back to the customer’s original
method of payment once the customer makes contact with their retail locationWe
advise that the customer make contact with their retail location within the
next five days so there is no chance of these open credits being voided for
lack of action
For the customer’s reference I have posted some directions
below for the remaining steps left to gain access to processing the refund:
o
Anytime after 10am and before 9pm Dial *** ***
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them these
order numbers: *** * ***
o
At that point they will take the credit card
information from you and complete the processing
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
We sincerely apologize for the inconvenience this
customer has experienced while seeking to receive her merchandiseI certainly understand
the frustration of having to continually switch addresses and I apologize
further that while the address was being continually updated the stock of this
merchandise became questionableWhen a shipping address is updated after the
initial time of sale our inventory system forces a recalculation of stock
because the distribution center the merchandise is coming out of depends directly
on the shipping addressThe final ***, ** address is an
exception to our usual delivery routes and I apologize again that having this
merchandise shipped to this address had to ultimately cause our customer more
stressHad we known about this address at the time of sale we could have
prepared the customer for the ‘out of zone’ availability for this address
Our
records indicate that as of today (11.12.2014) the merchandise was delivered to
our customer’s residenceThe customer’s account further indicates that the
mirror arrived with a minor cosmetic concern that we are seeking to repair for
the customer by way of a professional technician that we have on staffWe
tried very hard to get our customer added on for a service appointment on
and regretfully we contacted her by phone this afternoon to advise
her that we are fully booked for the date and all the technicians we
have on the road are scheduled to their legal max capacity of work hoursSince
we only go out to this customer’s area (to service) on Friday’s we can
certainly try and request an appointment for or (to
coordinate with the already scheduled delivery of the TV Chest) if the customer
wishesWe ask that the customer contact us at our Customer Care Office
(###-###-#### /Mon-Sat 6:30a-8:00p) to advise us of how we can help accommodate
her further with the service appointment
We
apologize again for the aggravation the customer has experienced and we thank
the customer for their feedback so that we can properly coach our agents into
always offering the best care possible
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
No one stated at anytime during my calls to your business they needed my full credit card #In addition the lamp fell on carpet, We paid to have the lamp put together by your delivery menThey did not put the lamp together due to the fact that they had to hurry to another deliverySo my husband put the lamp togetherSo the over $lamp has three prongs at the top that are not connected with the lamp shade probably due to improper assembly therefore what would be warranted is you allow me to return the chair that will ultimately have the same problems after the warranty is overWithin thirty days I have a right to return furniture, myself if I find that your product is NOT durable, or long lasting past the warrantyAs I stated the lamp should not have broken, since it fell on SOFT CARPET ! So with that being said you will not repair the obvious non quality lampSo my resolve to either give me back money for delivery and assemble or allow me to return the ultimately defective chairThe chair came through my door with issues, I could just imagine what will happen with actually using this chair.
My request is warranted I asked to return this chair within daysYou guys are prolonging this whole issueMy next complaint will be to the Attorney General, and "RIPOFF" report onlineSo I's advise you guys to try and work out some type o resolutionI didn't pay $for a lamp without a shade !
Thank you,
*** ***
###-###-#### is my cell phone and my home # is ###-###-####No one has contacted me at either on of these #'s to give me my refund, via giving full credit card #You guys are ridiculous ! I will never purchase anything else from your store ever, I will also make sure that everyone I know doesn't either !
Good Afternoon Revdex.com,
size="3">
I contacted *** this afternoon (9.29.2015) and apologized for
the terrible experience she has endured with this purchase from usThe comments regarding the lack of care she
and her family received are very important to usWe want customers to love
shopping with Bobs, so reading a report of such a disturbing experience with
our associates is a serious concern for usWe find the behaviors reported here
inexcusable and know it is upsetting when someone who should be serving you is
disrespectfulWe do hope our customer can accept our deepest apologiesWe
have begun addressing the obvious coaching concerns our customer has brought to
our attention within our staff and will take appropriate action
At this time we do have an open apology offer of a $refund
to the customer’s method of payment
During our conversation today *** advised me that it wasn’t her
preferred time to talk about this concern, she further informed me that she
wanted to speak with her lawyer about the refund offer we have made prior to
fully having it processed*** advised me that she or her Husband (***)
would be contacting me back directly to discuss this concern at their convenience
I look forward to speaking with *** and/or *** with the hope
that I can somehow earn even just a little bit of their trust back in our
business
Kindest Regards,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons
Complaint: ***
I am rejecting this response because:I do not have any more time to spend chasing these people. Based on my experience, Bob's chooses to define "accidental" to suit their own purposes (not what was presented by their sales rep, not what is in the warranty paperwork they provided at POS, not what is in the dictionary, etc.). Based on my experience, with Bob's post sale definition of the word "accidental" Bob's conveniently encircles the warranty with an impassable moat. I will take my future business to upscale providers without the word "Discount" in their name.Lessons Learned: You get what you pay for from a "Discount" provider and based on my experience the warranty is a rip off. Sincerely,*** ***
hi I was writing back again dissatisfied with this company! We did finally recieve our furniture last Wednesday and we were told that $dollars would be given to us for compensation for what we had been through! We were told to call back the next day and someone would place it back on the card for usNow here we are again and it's been a week and three days and still nothing!!! I have left a few messages with the same lady I had dealt with during the furniture incident and she will not answer nor call backWe are just so unhappy again and I still do not understand why this company is not putting our customer satisfaction first
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I bought a chair January it broke a month laterthey replaced it with another oneless than six months that one brokeFiled warranty claim to replace in February not Having no money to re-buy furniture a year later I went to the outlet to purchase something with the warranty creditI rented a *** after speaking with customer service about the fact that I couldn't use the warranty onLine I'd have to physically go into the store to purchase something with the warranty I told them I will be going to Secaucus where it's more reasonably priced and I will be renting a *** truckI asked specifically if I could take the broken piece of crap back with me they said noI get out there tell the people I'm using the warranty, tell them the piece is in my house and is going to be picked up the next daythey say go pick out something I come back with something picked out all of a sudden I cant use the warranty because the furniture is still there even though it's going to be picked up in less than hoursI pay for a truck I had someone come with me for the muscle, from miles away and they can't do anything about it knowing that the broke one was going to be picked up and I borr the expense of coming out there on my own to get something else because the warranty claim is *** and riddled with asinine stipulationsafter all this, broke chairs, three attempts to bring the second one till they got it right, total inconvenience and now me wasting money on a truck to go out there to have them tell me I can't they can't do anything for methe worst customer service everno Humanity, robotic clones.a trained monkey could do the crap they do thereit's ridiculousNo type of empathy whatsoever for the customer the people on the phones tell u one thing and the store does wat they want long as they dont help customerThe store is very non accommodating and I would steer anyone and everyone from ever purchasing anything from there againAll they can say is sorry that's the lamest thing I've heard in my lifeTry putting themselves in customer shoes maybe they cud deal with reality and get something done rightI just wanna use warranty that I paid for for furniture that aint broke and causing my company back painand to be done with this company and itsbsorry excuse for customer service
Good Day Revdex.com,
line-height: 15pt;">We have reached out to this customer directly
to address the issue. We have made an
offer which has been accepted. Thank you
for bringing this to our attention,
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
DO NOT ENROLL IN THE *** *** PROGRAMTHEY HIDE THE TRUE FACTS OF THE DETAILS OF THE DEALI UTILIZED *** *** IN BOBS FURNITURE IN DELAWAREI WAS INFORMED TODAY WHEN I ATTEMPTED TO PAY OF MY ORIGINAL BALANCE OF $THAT DESPITE THE $I PAID TO DATE MY BALANCE IS STILL $WHEN THE REP ERICA WAS ASKED TO EXPLAIN WHAT WAS PAID TO THE PRINCIPLE SHE SAID I DONT KNOW AND LIED AND SAID MY CELL PHONE DOES NOT WORK AND THEY HAVE BEEN TRYING TO CALL ME!!!!! LIES LIESSTAY AWARE BOBS HAS CONTRACTED WITH THIS PROGRAM TO PREY ON THE LESS FORTUNATE
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to this customer by phone today, she was not
available to speak with me regarding her account as she was busy with other
commitmentsI have emailed her my direct contact information and hope to hear
from her soon so I can resolve her concerns
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this *** *** doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you
Sincerely,
*** ***
Good Afternoon Revdex.com-
We are very sorry that the process was
so frustrating for
this customer. We did send the team out
to remove the mattress and foundation from the parking lot on 1.6.17. We also tried to reach out to the customer at
2:36pm to discuss compensation.
We can certainly make an offer for compensation now
We would like to offer a Bob’s store credit in the amount of
$199.99. If the customer would like to
accept this offer they can reply that they accept and the credit will be placed
on the customer’s account. This credit
never expires or loses value.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for the failures
represented in this
complaint. We do not believe this is the
experience that any of our customers should have to endure.
We do absolutely offer compensation for our failures. We do not however compensate for lost
wages. We do believe in being fair across
the board with our customer’s.
Compensating for lost wages would be showing preferential treatment towards
a group or groups. We do base our
compensation offer on our failures solely.
The refund of $has been created. The customer must call in with the original
credit card used, *** ***. For security purposes we are only able to see
the last four digits of the original card used.
We would need the entire card number to process the refund. The customer can either call customer care
with the card in hand, or stop by the store.
Once the card number has been entered into the credit the credit will be
released to the *** card for refund.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">I feel terrible and extremely embarrassed after reading about this
customer’s experience with usI
don't blame our customer 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 our customer and while I know this is their Bobs
experience I assure our customer that we would not be continuing to grow if all
our customers were met with so much disappointment during such an important
purchase
The
comments regarding the service received by our delivery and customer care teams
are very important to usWe want customers to love shopping with Bobs, so this
report of such a disturbing experience with our associates and merchandise is a
serious concern for usIt is inexcusable for anyone to speak to or act towards
a customer in an impatient way during any delivery or customer care interaction
I know it is upsetting when someone who should be serving you is disrespectful
and we do hope our customer will accept our deepest apologiesWe have begun
addressing the obvious coaching concerns our customer has brought to our
attention within our staff and will take appropriate action
Our records
indicate that we were able to successfully deliver and assemble a bed for our
customer as of We have also provided our customer with a further
form of our apology by refunding the original delivery fee paid to us
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression our customer has been left with of our company Our customer has our pledge to maintain the
quality of all our customer interactions at every level and we truly thank our customer
for reporting these incidents to us
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
We spoke with technician *** regarding this matter and the
following is his direct account of the service call:
He arrived at the home and waited for customer to arrive
several minutes later
Before the tech was even invited into the home the customer
began saying, "You're going to take care of me, right? I need you to tell
Bobs this is a manufacturing problem." Tech stated he needed to
inspect the bed first before he could make any determinationThe customer then
let him into the homeUpon tech's inspection he found that the metal canopy
support was bentIn his opinion this was caused by improper care by the
customer and not a defect in manufacturingIn his opinion this was caused by
attempting to move the bed without disassembling itTech then reported his findings
to Bobs customer care deptTech adamantly denies having any conversation with
the customer with regards to cause and condition, "rocket science",
or any warnings about what to say to BobsIt was very apparent that the
customer was determined to coerce the tech into a report so he left the
home as quickly as possible
As a representative of Bobs Discount Furniture, I stand
behind *** on this matter in that he acted professionally and appropriately in
this situationI am truly very sorry that we have no recourse to offer our
customer relating to this concern
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison