Good Afternoon Revdex.com,
size="3">
This customer has been in direct contact with one of our Corporate
Liaisons
Options for resolution have been presented and we have conveyed to
our customer how sorry we are for our failures
At this time the customer is to contact the Corporate Liaison she
is directly connected to by to disclose what option she would like to
move forward with
Kindest Regards,
*** ** ***
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They did not speak with me and spoke with my daughter As I am the person that is on the contract, she did not have the authority to clear anything with anyone Where is the original call transcript when they spoke with me while I was at the store They only provided a transcript of my daughter's conversation, not mine
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and they have reached out to me via voicemail and today via email which I replied and I am waiting for further response to find resolution
Sincerely,
*** ***
Good Morning Revdex.com,
I responded to this customer by the email address she
provided in this complaint today (3.25.2014)I did offer two additional
options for resolution for her to select from and await her response so I may
proceed in resolving her concern
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI apologize that the dining table has arrived to you on multiple occasions in unsatisfactory conditionI have processed the necessary paperwork allowing one final delivery attempt with a special inspection
Currently the table is on back order until the last week of June or first week of July; we will contact you when it becomes available for delivery.The *** dining table is 100% genuine marbleDue to the natural characteristics of the stone, there may be small fissures, lighter or darker tones, color variances and pronounced variations in the stone pattern; each table will present differently. Without seeing a picture of your table it is difficult to determine if what you are witnessing is or a defect in the product. The dining set you have selected is one of our more popular sets and it is obvious that you really like it however; it is important to familiarize yourself with the characteristics of marbleIn an effort to explore all possible options for recourse and to avoid any further inconvenience you may; * Keep the table as is with a 30% refund $(voiding the manufacturer warranty but keeping the goof proof plan) * Return the complete *** dining set and reselect to a different style. * Return the set for a full refund Your business is appreciated and I apologize for the service you have received and inconvenience we have caused.Thank you,
*** **
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to learn of the poor experience you had during
your purchase at Bobs Discount FurnitureI can understand your frustration with
feeling rushed by our associates and I assure you that it is our goal to
provide a welcoming, informative, and fun sales experience in all of our
locations
If you’d like to keep your sales order open with us we can
provide you with a $Bobs Discount Furniture Gift Card as an apology for
our failures to youThis gift card could be used towards the cost of your
delivery fee should you need to take delivery in order to receive your
merchandise
If you’d prefer to move forward with receiving your refund I
can make a request to our Accounting Department to expedite your refund check
from our corporate officesWe do inform our customers of the longest possible
timeframe for their refund checks because we do not wish to disappoint our
customers further by quoting a timeframe that may not be correct
Please respond to me through this channel and let me know
how you would like to proceedI apologize to you again and hope that you will
give us another chance to earn your business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Ms.***,Thank you for choosing Bob's Discount Furniture for your home furnishing needs.I apologize for the multiple subpar customer and delivery related experiences, as you have described It is shocking to think that I am the firstperson who
immediately acknowledged and acceptable responsibility for theinconvenience we have caused youBob's Discount Furniture takes great pride inensuring that our customers are not only satisfied with their initial shoppingexperience but that the satisfaction continues as long as you possess ourfurniture.I have shared your concerns with delivery, store, warehouse and customer caremanagement to discuss ways to prevent occurrences such as yours from occurringin the futureI assure you that we are open to criticism as it relates toall areas of business operations and we will continue to implement anychange(s)necessary to improve the customer experience. Upon review of your account, I am pleased to learn, as you have mentioned that wehave addressed and resolved the sofa issue from July In regard to thegoof proof claim for the tables, delivery was successfully completed on April24, Goof proof allows you to keep the damaged item for which you filed aclaim against and give you store credit for the original purchase priceGiventhe limited space of your apartment, I understand that you would prefer torelinquish the damaged tables when the new tables are deliveredI will behappy to arrange for the tables to be picked up from your home. Bob’sDiscount Furniture truly appreciates you allowing us to be your furnitureretailer of choiceYour business is appreciated and your frustration is understoodYour feedback has allowed us anopportunity to view your experience from the customer vantage point and we areeager to address our internal disconnectsI would like to offer you a $75.00gift card since we have failed to allow you to experience the service we humblypride ourselves on; your use of the gift card will allow us another opportunityto restore your faith in our company.Thanks*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October and at the time of purchase the customer purchased the option
of *** *** ***.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We have sent our technicians to the home several times for
reports of damages. I do not see that
this customer has reported any accidents to ***. Our technicians did make attempts to correct
some of the issues as they saw there was damage that would not be covered by
*** as it was accumulated. There
also appeared to be damage from a pets nails, which is not covered.
As this damage is not manufacturing in nature Bob’s would
not be able to offer any recourse. If
this customer has specific incidents where an accident occurred, less then
thirty days ago and they can provide all the necessary details they can call
***. *** will only accept
claims for a single accident or incident per claim
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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 Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you had
and you are correct that the concerns you have are a result of our failures and
are completely our faultI am very embarrassed to read that you were met with
such a lack of care and empathy while trying to resolve your concerns and I
assure you that our customer’s satisfaction is the most important part of our
businessI’m so sorry you had to escalate you claims so highly and I have
taken the appropriate steps to ensure our delivery team is addressed for their behavior
Our records indicate that your request to have a refund of
your delivery fee was honored on as well as a $gift card to
Bobs Discount FurnitureWhile I do understand the reasons why you are seeking
more compensation we are unable to offer a further discount on our already
discounted factory fresh productsWe can offer you an additional Bobs Discount
Furniture Gift Card in the amount of $Should you not want to take
another delivery using our service I certainly don’t blame you and we do have
many cash and carry items available in our showroomsOur gift card offer is
not an attempt to force you to shop with us again, rather an attempt to honor
your request for additional compensation and an attempt to earn your trust back
in our business
Thank you for your extreme patience with us while we work to
meet your needs and balance the needs of our business
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This
customer has been taken care of on behalf of communications made today (5.7.2014) directly thru our
Corporate Offices
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for the
frustrations the Goof Proof Plan caused after this accident occurredOur Goof
Proof Plan is far from being a scam and we would never offer our customers any
item that we do not truly believe to be valuableAs we do stand behind all the
products we sell, our customer has already been provided with resolution
directly from Bobs Discount Furniture for this concernOur records reflect
that on (the same date we received this Revdex.com claim) a resolution was
entered into our system to satisfy our customer's concern
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for the inconvenience that this defect has
caused [redacted] and assure our customer that we understand the importance in
offering fair options for resolution and keeping our customers satisfied
Bobs Discount Furniture has properly met the implied
warranty on [redacted]'s productAs [redacted]'s bed is not fit to do what a bed is
supposed to do (allow a consumer to safely sleep in it) Bobs has offered
recourse for the affected product that [redacted]'s concern is withThat alone is
the responsibility that we owe to [redacted] as a business
Bobs Discount Furniture has gone further than the responsibility
we owe to our customer already and we stand behind the caring and more than
valuable offer that was presented to [redacted] on We offered to provide
our customer with 100% store credit on the defective merchandise and 90% credit
on the non defective items that we cannot re sell and will ultimately have to
cover the cost of disposingPlease remember that this 90% credit is being
applied to merchandise with no factory defect concernsFurthermore this
additional merchandise has been in [redacted]'s possession for over months
If [redacted] would prefer to keep the current headboard and
footboard she has I have located a set of bed rails from the manufacturer of
this product that will work comparably to the railings we no longer carryInstead
of a reselection to another set, we can offer to schedule a delivery of the
comparable bed railings so that our team can reassemble the bed to its implied
warranty status
I eagerly await [redacted]'s response as I am willing and able
to help her resolve her concern with two different options for resolutionI
apologize again that this concern has taken up so much of [redacted]'s valuable
time
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any and all inconveniences our customer
endured during this purchase with us
We do understand that having to reschedule and as our
customer alleges she was routed for a day she didn't agree on, is extremely
frustratingWe do take ownership for our own failures and/or lack of care in
this scenario; however we cannot be responsible for the fees or services that
were contracted through another company
The customer did accept our offer for a $gift card as
an apology and we fulfilled the original agreement we were hired to complete to
this consumer
Should the customer wish to accept it we will make a final
offer of compensation for a monetary refund in the amount of $(this is
what the customer paid us for a delivery fee)As we already indicated to our
customer, it is far beyond our procedures to refund monetary amounts from
a sales order for any reasonWe are working above and beyond to try and
satisfy this customer's demand for compensation
The customer can contact our Customer Care Office (###-###-####)
to process this refund credit or respond to us directly through this Revdex.com
channel that this option is satisfactory
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer a refund after this merchandise has been
successfully removed from the homeThis pick up is scheduled to occur today
(10.7.2014) and we apologize sincerely for the dissatisfaction that [redacted] was
met with during multiple delivery attempts and in speaking with our Customer Care
OfficeWe thank our customer for making this complaint so that we can use the
coaching and quality concerns presented as tools to grow within our
organization
Our records
indicate that [redacted] will be following up with our retail location after the
pick up is completed so that her refund can be completely processed to the
original method of payment
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer's frustration and
acknowledge the reasons why the customer may feel they are owed something
additional after their concerns have been resolved
We have an exchange scheduled for the piece on 4/6/16. If the customer would like to send both
pieces back with the team when the team comes to do the exchange, I will refund
the customer for the piece back to the Wells Fargo account.
If the team brings the new wardrobe to the home and you
wish to accept the new piece for the exchange we can certainly offer
compensation. Having to wait for a part
for six months is really extreme. We
recognize that this was a breakdown in communication and that will be addressed
internally. If you do decide to accept
the exchange piece, we will refund $to the [redacted] account
Please advise which option you accept so I can set up
the paperwork before tomorrows delivery
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"">Please
pass on our deepest apologies for any inconvenience we may have caused this
customer during their experience with us
Regretfully I am unable to locate any account information that matches this
consumer's complaint within our internal records
The phone number provided brings up a sales order from that is under a completely different customer name out
of [redacted] and we have received zero calls on this sales order in the last
five years
The name provided returns two accounts and I highly doubt they are
for this customer as they were purchased out of ** and [redacted] not the state of [redacted]
The street address listed returns no customer records when searched for
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchaseIf the invoice number is unavailable
please ask if the customer can provide the original delivery address for this
merchandise or any alternate phone numbers that may bring up their account
records
Based
solely on what the customer has posted please see
this link(s) via our website that depicts that rips/tears are covered under the
terms issued by the Guardian company (not Bobs Discount Furniture) and from the
occurrence of a one time accidental damage
Link will show:
[redacted]
Q: What is the [redacted] Protection Plan?
A: The [redacted] Protection Plan at Bob's provides comprehensive coverage for many
accidental stains, damages on leather, fabric and vinyl upholstered furniture,
as well as wood and other hard surface furniture, that are the result of a
specific incident of accidental damage. In addition to years of
coverage for accidental damages, [redacted]lus also extends Bob's year
guarantee against factory defects to years
Link displays general [redacted] information for this
plan (commonly given at the time of purchase):
[redacted]
I am certainly willing to research this customer's concern further to ensure
that fair and adequate resolutions are being provided once accurate account/
purchase information can be confirmed
Thank You,
Stephanie
Bobs Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I 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 than the current scheduled date of
As this delivery is part of our extended delivery region
program we are unable to break up the delivery dates and make separate deliveries
of merchandise that may be available from our warehouse nowThis merchandise
is traveling to you in ** from our distribution center in ** and we must take
every precaution available to us to ensure the merchandise arrives to you in
the pristine condition you expect due to the lengthily trip it is making to
begin withYour account indicates that some of the merchandise we had
previously shown as being in stock was delayed from the vendor's overseas
shipment which ultimately held back the rest of the shipment due to our inability
to deliver separate shipmentsWhile I certainly acknowledge your reasons for
feeling disappointed and seeking compensation Bob's prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have a
delivery scheduled for to resolve your concern
If you still remain
unsatisfied after your merchandise has been fully received we can revisit your
account and discuss what option we may have to accommodate you further
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,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customerThere are several reasons as to how
or why this type of concern arises and regretfully because they are all related
to the environment the product is being kept in; Bobs Discount Furniture is
unable to take ownership or responsibility for this occurrenceBy offering
this customer any type of resolution we would be taking responsibility for this
concern and this concern is not directly related to Bob's Discount Furniture;
there are various articles and education available to the public regarding
‘mold on a mattress'This issue is also not directly related to our brand of
memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to
assume that their customer has done the appropriate research to satisfy their
own needs for information prior to purchasing any productA retailer cannot be
responsible to advise every consumer how the specific merchandise they have
chosen to purchase will react within their specific home environment because
the sales person is not actually going into that specific environment and
inspecting it while selling a productI agree with our customer that a
consumer always has a right to know, however I believe every consumer as an
obligation to educate them-selves prior to purchasing a product they will use
so frequently
Mold is a fungus found in areas
that are mostly dark and moist with very little sunlight and little to no air ventilation
Fibers and foams like those found in mattresses can be common places that
support mold growthIf our customer is wondering how,
why there is moisture under his mattress the simple answer is that the came
from his body
Everyone sweats in their sleep; some
folks do more than othersHaving been a salesperson for Bobs before, I have spoken
to several customers who say they can sweat up to a pint or more during the
course of an eveningAny type of memory foam mattress is manufactured to hold
in heat and remember your body signature as the years of use pass byThrough out the
course of a night the body temperature rises and the human body perspires in
order to cool it back downDuring this process the body gets rid of a great
deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed
protector the mattress acts like a sponge and absorbs the moisture
I am truly
very sorry that we have no recourse to offer this customer relating to this
concern and I do hope he will understand our position in this case and provide
us a future chance to earn his trust back in our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I have
just finished speaking with our Operations Store Manager in our [redacted]
location and made him aware of your extreme disappointment with how your sales
order has been handled thus farPlease accept my apologies for the frustration
we have caused you and the various answers you have been receiving from members
of our staff in regards to the stock availability on your dining room set
Once
we schedule you for delivery and your order is "locked" to a delivery date we
normally do not experience further concerns with being able to deliver you the
merchandise you have selectedI believe that given the fact that your sales
order had a pending delivery date our system did not alert us on our end to
reach out to youWhile this is a computer error, we still do take
responsibility for our computer error and have taken action to try and get you
the hutch that has been completely discontinued from our sales line upThe
remaining pieces of your dining room set are all showing as available and
scheduled to be delivered on and there should be no reason to be
alarmed about these pieces making it out to youI have doubled checked and
verified this fact with our store management as well
In
regards to the ‘hutch' we have just emailed our Merchandising Department to see
if we can locate any remaining hutches inside of our various warehouses so we
can also deliver you this piece of your dining room setRegretfully, with this hutch there is
no additional inventory available in the warehouse and no more can be ordered
directly from the manufacturerI wish I had a more favorable answer for you as
it seems you do not want to reselect to any other dining room group we have to
offer
We can
offer to contact some of our other showrooms in your area and you can purchase
this discontinued hutch at a discounted rate off of our sales floorIf the
sale was made to you off of our sales floor you would be asked to take the item
with you as it is now considered a ‘cash and carry' item to our inventory
systemThe [redacted] store has already sold the hutch that was displayed in
their showroom and we would be happy to call around to other locations and
check on your behalf if you'd like to take the routeIf you would like a
refund on the monies you paid for the hutch instead that can also be arranged
for youI'm so sorry again that the full merchandise you selected is not
available to us and I wish there was more I could offer you as far as obtaining
this discontinued hutch
Please
let me know how you would like to proceed as we are all eager to help you
resolve your concerns
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
This customer has been in direct contact with one of our Corporate
Liaisons
Options for resolution have been presented and we have conveyed to
our customer how sorry we are for our failures
At this time the customer is to contact the Corporate Liaison she
is directly connected to by to disclose what option she would like to
move forward with
Kindest Regards,
*** ** ***
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
They did not speak with me and spoke with my daughter As I am the person that is on the contract, she did not have the authority to clear anything with anyone Where is the original call transcript when they spoke with me while I was at the store They only provided a transcript of my daughter's conversation, not mine
Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and they have reached out to me via voicemail and today via email which I replied and I am waiting for further response to find resolution
Sincerely,
*** ***
Good Morning Revdex.com,
I responded to this customer by the email address she
provided in this complaint today (3.25.2014)I did offer two additional
options for resolution for her to select from and await her response so I may
proceed in resolving her concern
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI apologize that the dining table has arrived to you on multiple occasions in unsatisfactory conditionI have processed the necessary paperwork allowing one final delivery attempt with a special inspection
Currently the table is on back order until the last week of June or first week of July; we will contact you when it becomes available for delivery.The *** dining table is 100% genuine marbleDue to the natural characteristics of the stone, there may be small fissures, lighter or darker tones, color variances and pronounced variations in the stone pattern; each table will present differently. Without seeing a picture of your table it is difficult to determine if what you are witnessing is or a defect in the product. The dining set you have selected is one of our more popular sets and it is obvious that you really like it however; it is important to familiarize yourself with the characteristics of marbleIn an effort to explore all possible options for recourse and to avoid any further inconvenience you may; * Keep the table as is with a 30% refund $(voiding the manufacturer warranty but keeping the goof proof plan) * Return the complete *** dining set and reselect to a different style. * Return the set for a full refund Your business is appreciated and I apologize for the service you have received and inconvenience we have caused.Thank you,
*** **
Good Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry to learn of the poor experience you had during
your purchase at Bobs Discount FurnitureI can understand your frustration with
feeling rushed by our associates and I assure you that it is our goal to
provide a welcoming, informative, and fun sales experience in all of our
locations
If you’d like to keep your sales order open with us we can
provide you with a $Bobs Discount Furniture Gift Card as an apology for
our failures to youThis gift card could be used towards the cost of your
delivery fee should you need to take delivery in order to receive your
merchandise
If you’d prefer to move forward with receiving your refund I
can make a request to our Accounting Department to expedite your refund check
from our corporate officesWe do inform our customers of the longest possible
timeframe for their refund checks because we do not wish to disappoint our
customers further by quoting a timeframe that may not be correct
Please respond to me through this channel and let me know
how you would like to proceedI apologize to you again and hope that you will
give us another chance to earn your business
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Ms.***,Thank you for choosing Bob's Discount Furniture for your home furnishing needs.I apologize for the multiple subpar customer and delivery related experiences, as you have described It is shocking to think that I am the firstperson who
immediately acknowledged and acceptable responsibility for theinconvenience we have caused youBob's Discount Furniture takes great pride inensuring that our customers are not only satisfied with their initial shoppingexperience but that the satisfaction continues as long as you possess ourfurniture.I have shared your concerns with delivery, store, warehouse and customer caremanagement to discuss ways to prevent occurrences such as yours from occurringin the futureI assure you that we are open to criticism as it relates toall areas of business operations and we will continue to implement anychange(s)necessary to improve the customer experience. Upon review of your account, I am pleased to learn, as you have mentioned that wehave addressed and resolved the sofa issue from July In regard to thegoof proof claim for the tables, delivery was successfully completed on April24, Goof proof allows you to keep the damaged item for which you filed aclaim against and give you store credit for the original purchase priceGiventhe limited space of your apartment, I understand that you would prefer torelinquish the damaged tables when the new tables are deliveredI will behappy to arrange for the tables to be picked up from your home. Bob’sDiscount Furniture truly appreciates you allowing us to be your furnitureretailer of choiceYour business is appreciated and your frustration is understoodYour feedback has allowed us anopportunity to view your experience from the customer vantage point and we areeager to address our internal disconnectsI would like to offer you a $75.00gift card since we have failed to allow you to experience the service we humblypride ourselves on; your use of the gift card will allow us another opportunityto restore your faith in our company.Thanks*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October and at the time of purchase the customer purchased the option
of *** *** ***.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We have sent our technicians to the home several times for
reports of damages. I do not see that
this customer has reported any accidents to ***. Our technicians did make attempts to correct
some of the issues as they saw there was damage that would not be covered by
*** as it was accumulated. There
also appeared to be damage from a pets nails, which is not covered.
As this damage is not manufacturing in nature Bob’s would
not be able to offer any recourse. If
this customer has specific incidents where an accident occurred, less then
thirty days ago and they can provide all the necessary details they can call
***. *** will only accept
claims for a single accident or incident per claim
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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 Morning ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experience you had
and you are correct that the concerns you have are a result of our failures and
are completely our faultI am very embarrassed to read that you were met with
such a lack of care and empathy while trying to resolve your concerns and I
assure you that our customer’s satisfaction is the most important part of our
businessI’m so sorry you had to escalate you claims so highly and I have
taken the appropriate steps to ensure our delivery team is addressed for their behavior
Our records indicate that your request to have a refund of
your delivery fee was honored on as well as a $gift card to
Bobs Discount FurnitureWhile I do understand the reasons why you are seeking
more compensation we are unable to offer a further discount on our already
discounted factory fresh productsWe can offer you an additional Bobs Discount
Furniture Gift Card in the amount of $Should you not want to take
another delivery using our service I certainly don’t blame you and we do have
many cash and carry items available in our showroomsOur gift card offer is
not an attempt to force you to shop with us again, rather an attempt to honor
your request for additional compensation and an attempt to earn your trust back
in our business
Thank you for your extreme patience with us while we work to
meet your needs and balance the needs of our business
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This
customer has been taken care of on behalf of communications made today (5.7.2014) directly thru our
Corporate Offices
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for the
frustrations the Goof Proof Plan caused after this accident occurredOur Goof
Proof Plan is far from being a scam and we would never offer our customers any
item that we do not truly believe to be valuableAs we do stand behind all the
products we sell, our customer has already been provided with resolution
directly from Bobs Discount Furniture for this concernOur records reflect
that on (the same date we received this Revdex.com claim) a resolution was
entered into our system to satisfy our customer's concern
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize for the inconvenience that this defect has
caused [redacted] and assure our customer that we understand the importance in
offering fair options for resolution and keeping our customers satisfied
Bobs Discount Furniture has properly met the implied
warranty on [redacted]'s productAs [redacted]'s bed is not fit to do what a bed is
supposed to do (allow a consumer to safely sleep in it) Bobs has offered
recourse for the affected product that [redacted]'s concern is withThat alone is
the responsibility that we owe to [redacted] as a business
Bobs Discount Furniture has gone further than the responsibility
we owe to our customer already and we stand behind the caring and more than
valuable offer that was presented to [redacted] on We offered to provide
our customer with 100% store credit on the defective merchandise and 90% credit
on the non defective items that we cannot re sell and will ultimately have to
cover the cost of disposingPlease remember that this 90% credit is being
applied to merchandise with no factory defect concernsFurthermore this
additional merchandise has been in [redacted]'s possession for over months
If [redacted] would prefer to keep the current headboard and
footboard she has I have located a set of bed rails from the manufacturer of
this product that will work comparably to the railings we no longer carryInstead
of a reselection to another set, we can offer to schedule a delivery of the
comparable bed railings so that our team can reassemble the bed to its implied
warranty status
I eagerly await [redacted]'s response as I am willing and able
to help her resolve her concern with two different options for resolutionI
apologize again that this concern has taken up so much of [redacted]'s valuable
time
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any and all inconveniences our customer
endured during this purchase with us
We do understand that having to reschedule and as our
customer alleges she was routed for a day she didn't agree on, is extremely
frustratingWe do take ownership for our own failures and/or lack of care in
this scenario; however we cannot be responsible for the fees or services that
were contracted through another company
The customer did accept our offer for a $gift card as
an apology and we fulfilled the original agreement we were hired to complete to
this consumer
Should the customer wish to accept it we will make a final
offer of compensation for a monetary refund in the amount of $(this is
what the customer paid us for a delivery fee)As we already indicated to our
customer, it is far beyond our procedures to refund monetary amounts from
a sales order for any reasonWe are working above and beyond to try and
satisfy this customer's demand for compensation
The customer can contact our Customer Care Office (###-###-####)
to process this refund credit or respond to us directly through this Revdex.com
channel that this option is satisfactory
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have contacted this customer today (10.07.2014) and
advised that we will offer a refund after this merchandise has been
successfully removed from the homeThis pick up is scheduled to occur today
(10.7.2014) and we apologize sincerely for the dissatisfaction that [redacted] was
met with during multiple delivery attempts and in speaking with our Customer Care
OfficeWe thank our customer for making this complaint so that we can use the
coaching and quality concerns presented as tools to grow within our
organization
Our records
indicate that [redacted] will be following up with our retail location after the
pick up is completed so that her refund can be completely processed to the
original method of payment
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer's frustration and
acknowledge the reasons why the customer may feel they are owed something
additional after their concerns have been resolved
We have an exchange scheduled for the piece on 4/6/16. If the customer would like to send both
pieces back with the team when the team comes to do the exchange, I will refund
the customer for the piece back to the Wells Fargo account.
If the team brings the new wardrobe to the home and you
wish to accept the new piece for the exchange we can certainly offer
compensation. Having to wait for a part
for six months is really extreme. We
recognize that this was a breakdown in communication and that will be addressed
internally. If you do decide to accept
the exchange piece, we will refund $to the [redacted] account
Please advise which option you accept so I can set up
the paperwork before tomorrows delivery
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"">Please
pass on our deepest apologies for any inconvenience we may have caused this
customer during their experience with us
Regretfully I am unable to locate any account information that matches this
consumer's complaint within our internal records
The phone number provided brings up a sales order from that is under a completely different customer name out
of [redacted] and we have received zero calls on this sales order in the last
five years
The name provided returns two accounts and I highly doubt they are
for this customer as they were purchased out of ** and [redacted] not the state of [redacted]
The street address listed returns no customer records when searched for
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchaseIf the invoice number is unavailable
please ask if the customer can provide the original delivery address for this
merchandise or any alternate phone numbers that may bring up their account
records
Based
solely on what the customer has posted please see
this link(s) via our website that depicts that rips/tears are covered under the
terms issued by the Guardian company (not Bobs Discount Furniture) and from the
occurrence of a one time accidental damage
Link will show:
[redacted]
Q: What is the [redacted] Protection Plan?
A: The [redacted] Protection Plan at Bob's provides comprehensive coverage for many
accidental stains, damages on leather, fabric and vinyl upholstered furniture,
as well as wood and other hard surface furniture, that are the result of a
specific incident of accidental damage. In addition to years of
coverage for accidental damages, [redacted]lus also extends Bob's year
guarantee against factory defects to years
Link displays general [redacted] information for this
plan (commonly given at the time of purchase):
[redacted]
I am certainly willing to research this customer's concern further to ensure
that fair and adequate resolutions are being provided once accurate account/
purchase information can be confirmed
Thank You,
Stephanie
Bobs Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I 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 than the current scheduled date of
As this delivery is part of our extended delivery region
program we are unable to break up the delivery dates and make separate deliveries
of merchandise that may be available from our warehouse nowThis merchandise
is traveling to you in ** from our distribution center in ** and we must take
every precaution available to us to ensure the merchandise arrives to you in
the pristine condition you expect due to the lengthily trip it is making to
begin withYour account indicates that some of the merchandise we had
previously shown as being in stock was delayed from the vendor's overseas
shipment which ultimately held back the rest of the shipment due to our inability
to deliver separate shipmentsWhile I certainly acknowledge your reasons for
feeling disappointed and seeking compensation Bob's prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have a
delivery scheduled for to resolve your concern
If you still remain
unsatisfied after your merchandise has been fully received we can revisit your
account and discuss what option we may have to accommodate you further
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,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customerThere are several reasons as to how
or why this type of concern arises and regretfully because they are all related
to the environment the product is being kept in; Bobs Discount Furniture is
unable to take ownership or responsibility for this occurrenceBy offering
this customer any type of resolution we would be taking responsibility for this
concern and this concern is not directly related to Bob's Discount Furniture;
there are various articles and education available to the public regarding
‘mold on a mattress'This issue is also not directly related to our brand of
memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to
assume that their customer has done the appropriate research to satisfy their
own needs for information prior to purchasing any productA retailer cannot be
responsible to advise every consumer how the specific merchandise they have
chosen to purchase will react within their specific home environment because
the sales person is not actually going into that specific environment and
inspecting it while selling a productI agree with our customer that a
consumer always has a right to know, however I believe every consumer as an
obligation to educate them-selves prior to purchasing a product they will use
so frequently
Mold is a fungus found in areas
that are mostly dark and moist with very little sunlight and little to no air ventilation
Fibers and foams like those found in mattresses can be common places that
support mold growthIf our customer is wondering how,
why there is moisture under his mattress the simple answer is that the came
from his body
Everyone sweats in their sleep; some
folks do more than othersHaving been a salesperson for Bobs before, I have spoken
to several customers who say they can sweat up to a pint or more during the
course of an eveningAny type of memory foam mattress is manufactured to hold
in heat and remember your body signature as the years of use pass byThrough out the
course of a night the body temperature rises and the human body perspires in
order to cool it back downDuring this process the body gets rid of a great
deal of waterUltimately if moisture gets beyond the bed sheets and/or the bed
protector the mattress acts like a sponge and absorbs the moisture
I am truly
very sorry that we have no recourse to offer this customer relating to this
concern and I do hope he will understand our position in this case and provide
us a future chance to earn his trust back in our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I have
just finished speaking with our Operations Store Manager in our [redacted]
location and made him aware of your extreme disappointment with how your sales
order has been handled thus farPlease accept my apologies for the frustration
we have caused you and the various answers you have been receiving from members
of our staff in regards to the stock availability on your dining room set
Once
we schedule you for delivery and your order is "locked" to a delivery date we
normally do not experience further concerns with being able to deliver you the
merchandise you have selectedI believe that given the fact that your sales
order had a pending delivery date our system did not alert us on our end to
reach out to youWhile this is a computer error, we still do take
responsibility for our computer error and have taken action to try and get you
the hutch that has been completely discontinued from our sales line upThe
remaining pieces of your dining room set are all showing as available and
scheduled to be delivered on and there should be no reason to be
alarmed about these pieces making it out to youI have doubled checked and
verified this fact with our store management as well
In
regards to the ‘hutch' we have just emailed our Merchandising Department to see
if we can locate any remaining hutches inside of our various warehouses so we
can also deliver you this piece of your dining room setRegretfully, with this hutch there is
no additional inventory available in the warehouse and no more can be ordered
directly from the manufacturerI wish I had a more favorable answer for you as
it seems you do not want to reselect to any other dining room group we have to
offer
We can
offer to contact some of our other showrooms in your area and you can purchase
this discontinued hutch at a discounted rate off of our sales floorIf the
sale was made to you off of our sales floor you would be asked to take the item
with you as it is now considered a ‘cash and carry' item to our inventory
systemThe [redacted] store has already sold the hutch that was displayed in
their showroom and we would be happy to call around to other locations and
check on your behalf if you'd like to take the routeIf you would like a
refund on the monies you paid for the hutch instead that can also be arranged
for youI'm so sorry again that the full merchandise you selected is not
available to us and I wish there was more I could offer you as far as obtaining
this discontinued hutch
Please
let me know how you would like to proceed as we are all eager to help you
resolve your concerns
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison