Good Afternoon [redacted],
"background: white; margin: 0in 7.5pt 10pt; line-height: 12pt; vertical-align: middle;">I am very sorry for the disappointment you are experiencing with your
bonded leather loveseatI assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesiveOver time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material's
manufacturing process You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before nowThe Bobs warranty on your merchandise expired over two
years ago and as this concern does not stem from a factory defect in the product's
workmanship and is viewed as wear and tear industry wide, we are only
able to make a store credit offer to you from a place of extreme courtesy and
care
If you would like to reselect to a different loveseat, made of a different
material that may fit your furniture needs better we can offer to credit you 80%
of the original cost you paid for the loveseat.
In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandiseWe can offer to remove the loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry
to learn of our customer's poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven't been able to deliver this purchase as advised to our customer, our
records indicate that we have sincerely worked to the best of our ability to
provide the customer with the most updated information we have and remain just
as disappointed as our customer is that this special order hasn't become
physically available to us to deliver
While I
can understand the customer's observation of fairness in their request for
compensation we are regretfully unable to provide the customer with the Goof
Proof Plus Protection at no costThe services this plan offers for five years
are not solely managed by Bobs Discount Furniture and the plan offers coverage
for five years of services that have not failed the customer as they haven't
had a chance to even be renderedIn reference to the delivery fee being
refunded this can also be considered a service paid for that has not failed the
customer however the customer's account shows notations indicating that our
retail location already approved (already working well above our policies)
waiving the delivery fee ($169.99) for this customer on As the
customer has indicated we process any compensations after the completion of the
order has occurred
We have the
current options available for recourse in relation to this customer's concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
deliveryWe will give the customer the store credit of what they paid plus 10%
to use towards a different item plus the credit of delivery charge
·
To wait for the items the customer initially
purchased with the understanding that the tentative stock date remains beyond
our direct control, we have communicated the most updated information we have
available and we will return 5% of the customer's merchandise purchase price
plus the delivery charge- after the delivery has been successfully completed to
the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer
Kindest Regards,
Stephanie AG[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">As of we have reached
out to this customer by providing monetary compensation for the aggravation and
the failures we caused during her scheduled deliveryAs of today (2.26.2014)
our records reflect that we have processed this compensation to a credit card
this customer provided us Her account
also reflects that the merchandise purchased has been delivered
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
reached out to [redacted] directly today to discuss this matter further (10.13.2014)
Bobs Discount Furniture truly wishes to help every customer who has a concern
and in this case we are very sorry that we are unable to offer further
recourseI have left the customer my direct phone number in the case she
wishes to speak with us further about our position
The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a
staining concern from pet bodily fluidsI completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this
customer with this concern following their protocolsBobs Discount Furniture
did not make direct agreements with [redacted] in regards to replacing parts of this
merchandise and given the amount of animal damage that is logged as having occurred
to this set I feel that the technician did what he could to service this
merchandise to the best of his ability
If the
customer is seeking a different outcome she would want to pursue this matter
with the [redacted] company directly as this is the company she has been working
with all along for this concern
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially caused and we are truly sorry
for the aggravation we have caused [redacted] and his wife to feel
Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the
paperwork to refund the delivery fee [redacted] was charged and left instructions
(below) for [redacted] on how to contact our store to have this fully processed back
to his original method of paymentWe do not keep full credit card numbers on
file for security reasons; please ask that [redacted] follow the instructions below
at his earliest convenience
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 this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing
We apologize again that so much of [redacted] valuable time has
been spent on these concerns and thank [redacted] for his feedback so that we can appropriately
rectify the coaching concerns we have
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that it has taken me a few days to respond to this claim[redacted]
has reached out to Bob's voicemail with her concern as well and we have been
trying to contact her via email since last weekHere is some context from the
email we sent this past Thursday (1.23.2014) I was hoping to respond to you today
explaining what resolution was taken to resolve this concern; however we have
yet to receive a response back from [redacted]
Good
Afternoon,
I am reaching
out to you in reference to the VM received here in our Corp Office; I was also
informed of the claim filed with the Revdex.com
I would first
like to apologize for any and all inconveniences that have been caused by Bobs
I have looked into the account and I see the issue is with the purchase of a
sectional in Aug a SPC order that you have not receivedI am so very
sorry that you are still waiting for the merchandise
I have looked
into the delay with my Merchandising Department to see what the delay is with
receiving the merchandise and there is a delay from the MFGI tried to see if
we would be able to fill the order any sooner but unfortunately due it being a
SPC order there is no way to do it as there is no stock of the pieces in our
warehouses
What I can do
is offer you of the options below- please let me know if you are interested
·
You can wait for the delivery
(2/22/14) and once the delivery is complete we can refund the delivery fee
($199.99) & the SPC order fee ($39.99) back to the [redacted] account
·
I can provide you with a reselection/
you can CXL the order you have now and you can select another set that Is in
stock, and I will provide a gift card to apply to the account to cover the
taxes that you would have saved on the sale from tax free week ($112.44), I
will also waive the delivery fee for the set to be delivered
·
I know this is the last option Bobs
wants to provide, but I do want you to know the option is there to CXL the
order
Please let me
know if you are interested in any of the above offers, and also if you have
any other questions or concerns
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
cannot apologize to you enough for all the failures that have incurred during
your purchases with Bobs Discount FurnitureIt is totally unacceptable that
you feel you were not met with empathy and kindness while speaking with our Customer
Care Department and I assure you we are not taking your disappointment lightly
Bobs Discount Furniture honorably wishes to make our failures right by our
valued customers because we understand how important gaining and maintaining
our customer's trust is to our business
Our
records reflect that as of we have spoken with you and processed a
refund of $(your delivery fee charged) and are mailing a $Bobs
Discount Furniture Gift Card to your residence as forms of compensation for all
the aggravations we have caused youI am so sorry again [redacted] for the amount
of inconvenience you have had to deal with and I pledge to you that the
compensation you have been provided is above and beyond the processes we
adhere toWe have provided you with these amounts because we understand that
your frustrations are our faults and your concerns deserved to be handled at
the highest level possibleThank you for providing us this much needed
feedback as we have already begun to address the training concerns we have at
the various levels of our company that you have made us aware of
Please
feel free to respond to me through this channel if you have further questions
or concerns I can be of assistance with
Thank
you for your time and extreme patience [redacted],
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
apologize to this customer on my behalf that it has taken me a few days to
respond to this concernOur records are indicating that we have approved and
processed a refund for this customer in the amount of $Please ask the
customer to reach out to us again through this channel if further assistance is
still wanted/needed in regards to the refund amount she is requesting
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry that [redacted] is experiencing any concerns with
his products purchased from Bobs Discount Furniture[redacted] merchandise is very
far outside of its Bobs warranty period and is not experiencing any concerns
from a factory defectWhile we do understand our cus[redacted]er's unhappiness we
must also consider that this merchandise has been in our cus[redacted]er's possession
for over three years and with three years of use the type of concerns
[redacted] is reporting can occurIt is absolutely that after three years of
using any product the seat of that product will loose resiliencyWe apologize
again that [redacted] is so disappointed with his product and assure him that a seat,
a back, and even an arm loosing resiliency over an extended period of time is
common knowledge and referred to as wear and tear through out the
furniture industry
Our records reflect that [redacted] received this merchandise on
and we were not made aware of any seat resiliency concerns until
Furthermore a piece of [redacted]'s merchandise has been subjected to cus[redacted]er
cause damageIn May of we scheduled a technician visit to [redacted]'s home and
located a cus[redacted]er caused damaged on the sofa –The left
side facing arm had a tear in the leatherWe referred [redacted] to his Goof Proof
Protection Plan ([redacted]) so he could report how this tear occurred and get
service through the protection plan he purchasedWe could not take responsibility
for this tear because the merchandise was already outside of its Bobs Guarantee
period and had not been delivered to [redacted] years earlier with any tears
As a business we must balance our customer's wants with the
needs of our business and regretfully the fact remains that [redacted] is not covered
for the concerns he has through any warranty associated with Bobs Discount
Furniture[redacted]'s account and concern has been reviewed by several members of
our Customer Care staff including a member of our management team and I do feel
that our customer has received the best care we can provide given the
circumstances of his claimOur customer is currently seeking a credit on
merchandise that has no defect, is outside of warranty, and has previously
reported customer cause damages
As an extreme courtesy we can offer to provide our customer
with a store credit for 50% of what he originally paid for the Sofa, loveseat,
chair, and ottomanBobs Discount Furniture cannot take on the responsibility
of removing the current merchandise in [redacted]'s homeWe are working at full
capacity, above and beyond the responsibility any business has in this case to
offer our customer resolutionWe do hope that [redacted] can appreciate and
understand our position in this scenario and we apologize again for any frustrations
we may have caused him in our quest to honestly answer his concerns
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">We are so
sorry that our customer has been experiencing this concern since having her
sleeper sofa delivered and we also apologize that our attempts to correct this
product failure have caused our customer further inconveniencesWe are able to
set up an installation for the new sleeper mechanism for as early as next week
If our customer would like to take this installation please ask that they call
us at ###-###-#### to schedule this service appointment
I do
understand the reasons behind our customer seeking a refund for the product and
if our customer does not want to schedule a service appointment with us, we can
offer our customer a reselection credit insteadWe would provide our customer
with the full price originally paid for this sleeper sofa in the form of store
credit Once the credit is entered, our
customer can return to our showroom and select a different sleeper sofa (we have
several made by different manufacturers) and we will remove the defective product
on the same day we deliver the factory fresh product at no delivery charge to
our customer
Please let
me know how our customer would like to proceed as I am eager to resolve these
concerns and help to earn our customer's trust back in our business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
give this customer my apologies for the failures that she has endured during
her purchase with usI can certainly understand the customer's disappointment and
we assure her that we care very much about satisfying our customers in the
event any failure occurs
This
customer purchased through the ‘Acceptance Now' lease to own program we offer
and while I acknowledge this customer's aggravation and agree that compensation
is deserved we are unable to offer a monetary refund based on the fact that
this customer is not paying Bobs Discount Furniture for her merchandise[redacted]
has paid and is paying directly to ‘Acceptance Now' for the furniture she has
We
do not deliver used furniture to our customers and again we apologize that our
customer received product with cosmetic and factory defect concernsAt this
time we are able to offer this customer a Bobs Discount Furniture Gift Card for
$as a form of apology for the inconvenience she has experienced as a
result of our failuresWe have many cash and carry items available in our
stores for well under $so this customer can have an actual item or
item(s) of her choice from us as our apology
Please
let me know if our customer is accepting of this offer and I will start the
process to mail her out this valuable offer of compensation
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for any
confusion that may have been present after her phone call with usWe feel
terrible that our customer felt they could keep a defective item and we have
reviewed the recorded call that took place on between our customer
and the customer care agent she has cited in her complaint ([redacted]) to ensure
that our customer was properly educated during this call
We have listened to the complete call, and nowhere in this
call was our customer told she could keep the merchandise. She was even
given the "return" number and at one point in the call [redacted] told the customer
that we would pick up the old merchandise when we delivered the
new merchandiseThere were various options for resolution offered within this
call so we do acknowledge some responsibility for the customer's confusion and
have already processed a $Bobs Discount Furniture Gift Card as a form of
apology for a missed ‘call-ahead' request during the delivery process and the
concern our customer has filed this complaint forI would also like to
apologize for the incorrect information our customer was provided at the time
of her new saleThe record and comment section of this return order has always
reflected "new sale do not charge delivery fee" and I will certainly be
following up with our retail location in [redacted] so we may correct any
training failures we have for locating these type of comments as a sales
professional
I apologize again that our customer was left with any
question as to how her upcoming delivery would flow and assure you that the
record does not reflect our customer being told she could keep the defective
console
Kind
regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
"margin: 0in 0in 0pt;">I am very
sorry that the receipt of your part order has been delayed so much and also
that you had to endure any inconvenience with the delivery of your new bedroom
setIt is never our intention to disappoint our customers, let alone on
multiple occasions
In regards
to your bedroom set, our records reflect that as of (yesterday) we
spoke with you and scheduled to re-deliver you factory fresh pieces due to the
parts order arriving incompletely for the legsOur records also reflect that
on we confirmed the updated estimated arrival time of your purchased
part order (seat –casing and core)I understand at this time our apologies to
you are rather empty because you have been waiting so long for these parts to
arrive and I assure you that we have been working at full capacity to ensure
your part is on its way to youThe information our Customer Care Agent's have been
providing you was accurate to what our computer system was reflecting on that
date and time
I have completed some extensive research on your behalf and have
been educated that this order was originally ordered with the vendor [redacted], but
then [redacted] was bought out by [redacted]A number of our orders got lost, as the
company was taken overWe do now have confirmation that our orders have been
put on a container (to be shipped across the ocean), and they are due to arrive
to us in the middle of JulyOnce the order comes into our CT distribution
center it can then begin its [redacted] processI expected that we should have a
tracking number for you closer to the middle of JulyI am genuinely very sorry
that the business between furniture manufacturers has caused any delay in you receiving
your order and I look forward to satisfying you during your upcoming delivery
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">I received [redacted] information through another
outlet, we have already been in contact, she has had her delivery and we have
offered compensation, which she has accepted.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">Please provide this customer my sincerest apologies for the
aggravation his concern seems to be causing himI would like very much to be
able to help our customer resolve this concern, however what our customer is
indicating occurred is extremely unlikely given the specific items he purchased
and received
I have attached a copy of his original invoice that denotes
the purchase and delivery of two queen sets of bedding (mattress and
foundation) and two queen beds (headboard, footboard, and rails)In order for
this customer's statement to be truthful our company would have had to pick and
load twelve (12) items that differed from the written orderI'm certainly not
denying that we make mistakes and boxes can be tagged incorrectly in our
warehouse but these are all different items from different manufacturersOur
warehouse picking vehicles would have had to literally visit several different
racks of furniture in various spots of our warehouse and twelve (12) items
would have had been tagged incorrectly from three (3) different vendors
On top of that information, one of the queen beds (Jamestown
set) is offered in only a queen or king sizeIt would be physically impossible
to deliver a full size bed from the Jamestown set as it is not constructed by
the vendor for sale therefore the item does not exist in our distribution center
I have also attached a copy of our sales floor line up for the Jamestown set as
a reference that we do not offer a full size version of this bed
Here at Bobs Discount Furniture we pride ourselves on core
values such as integrity and honestly, we do not under any circumstances charge
a customer for one type of furniture and deliver the total opposite of what they
purchased and expect our customer to be satisfiedI feel terrible that [redacted]
believes, in his words, he "was ripped off".
I truly hope that our customer can see our position and understand that
after nearly three years with no reports of concern and the facts we have
provided above we are unable to offer any resolution for this concern
Thank you for your help in communicating this information,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please give [redacted] my sincerest apologies for the terrible
experience she and her family had to endure during the delivery process of this
bedIt is never our intention to disappoint our customers, let alone on
multiple occasionsI am extremely embarrassed and would like nothing more then
to be able to provide our customer with a resolution she finds satisfactory
This is certainly not the way we normally conduct our business and I apologize
again that [redacted] and her family members have had to take time away from their
lives to get this concern rectified
I am currently unable
to locate the sales order or account that has this bed purchase/delivery within
itUnder [redacted]'s phone number, name, and address I am only able to find a
sale from for a sleeper sofaCan you please ask [redacted] to respond with
information pertaining to the sales order for the bed itself so I can locate
this account and begin researching what options we have for monetary
compensation?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales invoice
-The delivery address
Thank You
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">My sincerest apologies that you haven't received the follow
up your claim rightfully deserves from our companyI assure you that resolving
our customers concerns is extremely important to usI have placed two options
below for your review and you may respond to me directly through this channelAs
I am unable to view the photos you sent and won't dare to ask you to spend any
more of your own time on getting this resolved I am uncertain if the damage is
repairable and have listed options for exchange or discount
Option 1:
Our records indicate there is a ‘Property Manager' named ‘[redacted]'
on site for receipt of a deliveryWe can offer to replace the affected item
with a factory fresh version and select a date that is most convenient for you
and/or your Property Manager to accept this exchange
-Or-
Option 2:
It is certainly not within our practices to deliver
damaged merchandise and then throw empty monetary amounts at our customers for
resolution as we truly would prefer to get you the product we guaranteed you in
good conditionIt is my understanding that after reviewing your concern in
full it may be the avenue you see fit so I will make monetary offers of further
discount off the affected item
We are unable to honor any remaining warranty after a
product has been further discounted (off of our already discounted retail
price) past 20%Please see below for the sub offers of Option 2:
Option 2A: Your manufacturer
warranty through Bobs (Years) remains in tact and we provide you with a 20%
refund based off the monetary amount you paid for the affected itemWe will
not offer service for the damages you are receiving the discount forFuture
services can be offered within the guidelines of your warranty
-Or-
Option 2B: Your manufacturer
warranty through Bobs (Years) is voided and we provide you with a 30% refund
based off the monetary amount you paid for the affected itemWith this
scenario we will also provide a partial refund on the price paid for the ‘[redacted]' plan (based off the affected item now being considered a clearance piece
because of the actual price it is being sold to you at)Future services will
not be offered on this specific item for any reason as there will be no
warranty coverage at all
Our records indicate that your refund of $was
processed back to your original method of payment on at 11:07amOur
system shows an authorization number of [redacted] and I would suggest you
provide your bank with this number if they have not fully processed the refund
to the card as of yetAs our system indicates no issues with this refund being
made I would not expect that you would have received a specific follow up for
this compensation transactionI apologize if there was any confusion set forth
on our end that you would be receiving follow up on the refund transactionYou
absolutely should have been called by us for follow up on the product concern
and I further apologize that you had to escalate your concern so highly in
order to get it properly recognizedThank you for so blatantly pointing out
our failures so that we can improve our overall businessI look forward to
your response through this public channel letting me know how you would like to
proceed as I am eager to help you resolve your concernIf you are accepting an
option please ensure it is explicitly clear what option you are
satisfied with so that I can create the paperwork and have our offices follow
up with you in the most efficient manner
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to [redacted] by phone today (8.05.2014) on
the daytime number she has provided in this complaintI have left a message
with my direct contact information so that I can directly assist our customer
in resolving this concernI am very sorry for any troublesomeness [redacted] has endured while seeking to get her concern rectified and I am eager to receive
her return call so that Bobs Discount Furniture can offer our customer the
satisfaction she deserves
Thank You for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
"">
I am
sorry that you have been waiting so long for your credit to completely upload
As [redacted] is a third party company Bobs Discount Furniture is not permitted
to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into
your customer account records
Regretfully
our records indicate that the ‘[redacted]' you need replacement on is
currently on back order from our vendor until Our Delivery Calendar
only populates thirty days out from the present date so we can start discussing
future delivery dates with you on or around Please call us at our
Customer Care Office closer to the end of this month – start of October to
discuss the available future delivery dates we can make this exchange for you
We will most certainly be in touch with you should the item arrive to us sooner
than expected to discuss earlier deliver dates
For
your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for
this concern to be resolved
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies to [redacted] for the
scheduling concern that caused us to fail on properly delivering his order for
as promisedI assure our customer that it was never our intention
to blatantly let him down and that we care very much to help him resolve this
concern and get him the furniture he purchased in good condition
This sales order is made up of a Sofa, Loveseat, Pack of
Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an
effort to make our failure right, we were able to get the customer added on for
delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to
get the Living Room set
While we are very sorry that the Dining Room set remains on back
order directly from the manufacturer we are regretfully unable to provide our
customer with merchandise we do not physically haveWhen we originally sold
this merchandise to our customer we were sure that we would be able to deliver
it on the date promised and again we apologize for the unanticipated delay from
the factory where this Dining Room set is being builtI do understand that
this is the set the customer originally selected and if there is absolutely an
immediate need for a Dining Room set prior to this date we have others
available in our showroom that may be in stock and available to deliver prior
to The customer can visit our showroom to make a reselection should
this option suit him
Bob's prides itself
on providing our customer with quality service and the best value product for
the priceOur primary focus is on making it right so that our customer is
satisfied with the product that they have purchased from usWe currently have two
deliveries scheduled for & to resolve this concern
While it is not procedure to do so, I recognize that
we have caused this customer a great deal of inconvenienceFor that reason, I
will make a note that once we have made everything right, we will review this account
to determine if further action should to be taken in regards to compensationOur
delivery team will call into our Customer Care Offices prior to leaving the
residence after the Dining Room set has been delivered and should [redacted] feel
necessary, we can discuss a further form of apology compensation with him at that time for this
failure
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
"background: white; margin: 0in 7.5pt 10pt; line-height: 12pt; vertical-align: middle;">I am very sorry for the disappointment you are experiencing with your
bonded leather loveseatI assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesiveOver time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount FurnitureIf
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material's
manufacturing process You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before nowThe Bobs warranty on your merchandise expired over two
years ago and as this concern does not stem from a factory defect in the product's
workmanship and is viewed as wear and tear industry wide, we are only
able to make a store credit offer to you from a place of extreme courtesy and
care
If you would like to reselect to a different loveseat, made of a different
material that may fit your furniture needs better we can offer to credit you 80%
of the original cost you paid for the loveseat.
In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandiseWe can offer to remove the loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry
to learn of our customer's poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven't been able to deliver this purchase as advised to our customer, our
records indicate that we have sincerely worked to the best of our ability to
provide the customer with the most updated information we have and remain just
as disappointed as our customer is that this special order hasn't become
physically available to us to deliver
While I
can understand the customer's observation of fairness in their request for
compensation we are regretfully unable to provide the customer with the Goof
Proof Plus Protection at no costThe services this plan offers for five years
are not solely managed by Bobs Discount Furniture and the plan offers coverage
for five years of services that have not failed the customer as they haven't
had a chance to even be renderedIn reference to the delivery fee being
refunded this can also be considered a service paid for that has not failed the
customer however the customer's account shows notations indicating that our
retail location already approved (already working well above our policies)
waiving the delivery fee ($169.99) for this customer on As the
customer has indicated we process any compensations after the completion of the
order has occurred
We have the
current options available for recourse in relation to this customer's concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
deliveryWe will give the customer the store credit of what they paid plus 10%
to use towards a different item plus the credit of delivery charge
·
To wait for the items the customer initially
purchased with the understanding that the tentative stock date remains beyond
our direct control, we have communicated the most updated information we have
available and we will return 5% of the customer's merchandise purchase price
plus the delivery charge- after the delivery has been successfully completed to
the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer
Kindest Regards,
Stephanie AG[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">As of we have reached
out to this customer by providing monetary compensation for the aggravation and
the failures we caused during her scheduled deliveryAs of today (2.26.2014)
our records reflect that we have processed this compensation to a credit card
this customer provided us Her account
also reflects that the merchandise purchased has been delivered
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have
reached out to [redacted] directly today to discuss this matter further (10.13.2014)
Bobs Discount Furniture truly wishes to help every customer who has a concern
and in this case we are very sorry that we are unable to offer further
recourseI have left the customer my direct phone number in the case she
wishes to speak with us further about our position
The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a
staining concern from pet bodily fluidsI completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this
customer with this concern following their protocolsBobs Discount Furniture
did not make direct agreements with [redacted] in regards to replacing parts of this
merchandise and given the amount of animal damage that is logged as having occurred
to this set I feel that the technician did what he could to service this
merchandise to the best of his ability
If the
customer is seeking a different outcome she would want to pursue this matter
with the [redacted] company directly as this is the company she has been working
with all along for this concern
Kind
Regards,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially caused and we are truly sorry
for the aggravation we have caused [redacted] and his wife to feel
Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the
paperwork to refund the delivery fee [redacted] was charged and left instructions
(below) for [redacted] on how to contact our store to have this fully processed back
to his original method of paymentWe do not keep full credit card numbers on
file for security reasons; please ask that [redacted] follow the instructions below
at his earliest convenience
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 this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing
We apologize again that so much of [redacted] valuable time has
been spent on these concerns and thank [redacted] for his feedback so that we can appropriately
rectify the coaching concerns we have
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that it has taken me a few days to respond to this claim[redacted]
has reached out to Bob's voicemail with her concern as well and we have been
trying to contact her via email since last weekHere is some context from the
email we sent this past Thursday (1.23.2014) I was hoping to respond to you today
explaining what resolution was taken to resolve this concern; however we have
yet to receive a response back from [redacted]
Good
Afternoon,
I am reaching
out to you in reference to the VM received here in our Corp Office; I was also
informed of the claim filed with the Revdex.com
I would first
like to apologize for any and all inconveniences that have been caused by Bobs
I have looked into the account and I see the issue is with the purchase of a
sectional in Aug a SPC order that you have not receivedI am so very
sorry that you are still waiting for the merchandise
I have looked
into the delay with my Merchandising Department to see what the delay is with
receiving the merchandise and there is a delay from the MFGI tried to see if
we would be able to fill the order any sooner but unfortunately due it being a
SPC order there is no way to do it as there is no stock of the pieces in our
warehouses
What I can do
is offer you of the options below- please let me know if you are interested
·
You can wait for the delivery
(2/22/14) and once the delivery is complete we can refund the delivery fee
($199.99) & the SPC order fee ($39.99) back to the [redacted] account
·
I can provide you with a reselection/
you can CXL the order you have now and you can select another set that Is in
stock, and I will provide a gift card to apply to the account to cover the
taxes that you would have saved on the sale from tax free week ($112.44), I
will also waive the delivery fee for the set to be delivered
·
I know this is the last option Bobs
wants to provide, but I do want you to know the option is there to CXL the
order
Please let me
know if you are interested in any of the above offers, and also if you have
any other questions or concerns
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
cannot apologize to you enough for all the failures that have incurred during
your purchases with Bobs Discount FurnitureIt is totally unacceptable that
you feel you were not met with empathy and kindness while speaking with our Customer
Care Department and I assure you we are not taking your disappointment lightly
Bobs Discount Furniture honorably wishes to make our failures right by our
valued customers because we understand how important gaining and maintaining
our customer's trust is to our business
Our
records reflect that as of we have spoken with you and processed a
refund of $(your delivery fee charged) and are mailing a $Bobs
Discount Furniture Gift Card to your residence as forms of compensation for all
the aggravations we have caused youI am so sorry again [redacted] for the amount
of inconvenience you have had to deal with and I pledge to you that the
compensation you have been provided is above and beyond the processes we
adhere toWe have provided you with these amounts because we understand that
your frustrations are our faults and your concerns deserved to be handled at
the highest level possibleThank you for providing us this much needed
feedback as we have already begun to address the training concerns we have at
the various levels of our company that you have made us aware of
Please
feel free to respond to me through this channel if you have further questions
or concerns I can be of assistance with
Thank
you for your time and extreme patience [redacted],
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
apologize to this customer on my behalf that it has taken me a few days to
respond to this concernOur records are indicating that we have approved and
processed a refund for this customer in the amount of $Please ask the
customer to reach out to us again through this channel if further assistance is
still wanted/needed in regards to the refund amount she is requesting
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry that [redacted] is experiencing any concerns with
his products purchased from Bobs Discount Furniture[redacted] merchandise is very
far outside of its Bobs warranty period and is not experiencing any concerns
from a factory defectWhile we do understand our cus[redacted]er's unhappiness we
must also consider that this merchandise has been in our cus[redacted]er's possession
for over three years and with three years of use the type of concerns
[redacted] is reporting can occurIt is absolutely that after three years of
using any product the seat of that product will loose resiliencyWe apologize
again that [redacted] is so disappointed with his product and assure him that a seat,
a back, and even an arm loosing resiliency over an extended period of time is
common knowledge and referred to as wear and tear through out the
furniture industry
Our records reflect that [redacted] received this merchandise on
and we were not made aware of any seat resiliency concerns until
Furthermore a piece of [redacted]'s merchandise has been subjected to cus[redacted]er
cause damageIn May of we scheduled a technician visit to [redacted]'s home and
located a cus[redacted]er caused damaged on the sofa –The left
side facing arm had a tear in the leatherWe referred [redacted] to his Goof Proof
Protection Plan ([redacted]) so he could report how this tear occurred and get
service through the protection plan he purchasedWe could not take responsibility
for this tear because the merchandise was already outside of its Bobs Guarantee
period and had not been delivered to [redacted] years earlier with any tears
As a business we must balance our customer's wants with the
needs of our business and regretfully the fact remains that [redacted] is not covered
for the concerns he has through any warranty associated with Bobs Discount
Furniture[redacted]'s account and concern has been reviewed by several members of
our Customer Care staff including a member of our management team and I do feel
that our customer has received the best care we can provide given the
circumstances of his claimOur customer is currently seeking a credit on
merchandise that has no defect, is outside of warranty, and has previously
reported customer cause damages
As an extreme courtesy we can offer to provide our customer
with a store credit for 50% of what he originally paid for the Sofa, loveseat,
chair, and ottomanBobs Discount Furniture cannot take on the responsibility
of removing the current merchandise in [redacted]'s homeWe are working at full
capacity, above and beyond the responsibility any business has in this case to
offer our customer resolutionWe do hope that [redacted] can appreciate and
understand our position in this scenario and we apologize again for any frustrations
we may have caused him in our quest to honestly answer his concerns
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">We are so
sorry that our customer has been experiencing this concern since having her
sleeper sofa delivered and we also apologize that our attempts to correct this
product failure have caused our customer further inconveniencesWe are able to
set up an installation for the new sleeper mechanism for as early as next week
If our customer would like to take this installation please ask that they call
us at ###-###-#### to schedule this service appointment
I do
understand the reasons behind our customer seeking a refund for the product and
if our customer does not want to schedule a service appointment with us, we can
offer our customer a reselection credit insteadWe would provide our customer
with the full price originally paid for this sleeper sofa in the form of store
credit Once the credit is entered, our
customer can return to our showroom and select a different sleeper sofa (we have
several made by different manufacturers) and we will remove the defective product
on the same day we deliver the factory fresh product at no delivery charge to
our customer
Please let
me know how our customer would like to proceed as I am eager to resolve these
concerns and help to earn our customer's trust back in our business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
give this customer my apologies for the failures that she has endured during
her purchase with usI can certainly understand the customer's disappointment and
we assure her that we care very much about satisfying our customers in the
event any failure occurs
This
customer purchased through the ‘Acceptance Now' lease to own program we offer
and while I acknowledge this customer's aggravation and agree that compensation
is deserved we are unable to offer a monetary refund based on the fact that
this customer is not paying Bobs Discount Furniture for her merchandise[redacted]
has paid and is paying directly to ‘Acceptance Now' for the furniture she has
We
do not deliver used furniture to our customers and again we apologize that our
customer received product with cosmetic and factory defect concernsAt this
time we are able to offer this customer a Bobs Discount Furniture Gift Card for
$as a form of apology for the inconvenience she has experienced as a
result of our failuresWe have many cash and carry items available in our
stores for well under $so this customer can have an actual item or
item(s) of her choice from us as our apology
Please
let me know if our customer is accepting of this offer and I will start the
process to mail her out this valuable offer of compensation
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies to our customer for any
confusion that may have been present after her phone call with usWe feel
terrible that our customer felt they could keep a defective item and we have
reviewed the recorded call that took place on between our customer
and the customer care agent she has cited in her complaint ([redacted]) to ensure
that our customer was properly educated during this call
We have listened to the complete call, and nowhere in this
call was our customer told she could keep the merchandise. She was even
given the "return" number and at one point in the call [redacted] told the customer
that we would pick up the old merchandise when we delivered the
new merchandiseThere were various options for resolution offered within this
call so we do acknowledge some responsibility for the customer's confusion and
have already processed a $Bobs Discount Furniture Gift Card as a form of
apology for a missed ‘call-ahead' request during the delivery process and the
concern our customer has filed this complaint forI would also like to
apologize for the incorrect information our customer was provided at the time
of her new saleThe record and comment section of this return order has always
reflected "new sale do not charge delivery fee" and I will certainly be
following up with our retail location in [redacted] so we may correct any
training failures we have for locating these type of comments as a sales
professional
I apologize again that our customer was left with any
question as to how her upcoming delivery would flow and assure you that the
record does not reflect our customer being told she could keep the defective
console
Kind
regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
"margin: 0in 0in 0pt;">I am very
sorry that the receipt of your part order has been delayed so much and also
that you had to endure any inconvenience with the delivery of your new bedroom
setIt is never our intention to disappoint our customers, let alone on
multiple occasions
In regards
to your bedroom set, our records reflect that as of (yesterday) we
spoke with you and scheduled to re-deliver you factory fresh pieces due to the
parts order arriving incompletely for the legsOur records also reflect that
on we confirmed the updated estimated arrival time of your purchased
part order (seat –casing and core)I understand at this time our apologies to
you are rather empty because you have been waiting so long for these parts to
arrive and I assure you that we have been working at full capacity to ensure
your part is on its way to youThe information our Customer Care Agent's have been
providing you was accurate to what our computer system was reflecting on that
date and time
I have completed some extensive research on your behalf and have
been educated that this order was originally ordered with the vendor [redacted], but
then [redacted] was bought out by [redacted]A number of our orders got lost, as the
company was taken overWe do now have confirmation that our orders have been
put on a container (to be shipped across the ocean), and they are due to arrive
to us in the middle of JulyOnce the order comes into our CT distribution
center it can then begin its [redacted] processI expected that we should have a
tracking number for you closer to the middle of JulyI am genuinely very sorry
that the business between furniture manufacturers has caused any delay in you receiving
your order and I look forward to satisfying you during your upcoming delivery
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">I received [redacted] information through another
outlet, we have already been in contact, she has had her delivery and we have
offered compensation, which she has accepted.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 0pt;">Please provide this customer my sincerest apologies for the
aggravation his concern seems to be causing himI would like very much to be
able to help our customer resolve this concern, however what our customer is
indicating occurred is extremely unlikely given the specific items he purchased
and received
I have attached a copy of his original invoice that denotes
the purchase and delivery of two queen sets of bedding (mattress and
foundation) and two queen beds (headboard, footboard, and rails)In order for
this customer's statement to be truthful our company would have had to pick and
load twelve (12) items that differed from the written orderI'm certainly not
denying that we make mistakes and boxes can be tagged incorrectly in our
warehouse but these are all different items from different manufacturersOur
warehouse picking vehicles would have had to literally visit several different
racks of furniture in various spots of our warehouse and twelve (12) items
would have had been tagged incorrectly from three (3) different vendors
On top of that information, one of the queen beds (Jamestown
set) is offered in only a queen or king sizeIt would be physically impossible
to deliver a full size bed from the Jamestown set as it is not constructed by
the vendor for sale therefore the item does not exist in our distribution center
I have also attached a copy of our sales floor line up for the Jamestown set as
a reference that we do not offer a full size version of this bed
Here at Bobs Discount Furniture we pride ourselves on core
values such as integrity and honestly, we do not under any circumstances charge
a customer for one type of furniture and deliver the total opposite of what they
purchased and expect our customer to be satisfiedI feel terrible that [redacted]
believes, in his words, he "was ripped off".
I truly hope that our customer can see our position and understand that
after nearly three years with no reports of concern and the facts we have
provided above we are unable to offer any resolution for this concern
Thank you for your help in communicating this information,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please give [redacted] my sincerest apologies for the terrible
experience she and her family had to endure during the delivery process of this
bedIt is never our intention to disappoint our customers, let alone on
multiple occasionsI am extremely embarrassed and would like nothing more then
to be able to provide our customer with a resolution she finds satisfactory
This is certainly not the way we normally conduct our business and I apologize
again that [redacted] and her family members have had to take time away from their
lives to get this concern rectified
I am currently unable
to locate the sales order or account that has this bed purchase/delivery within
itUnder [redacted]'s phone number, name, and address I am only able to find a
sale from for a sleeper sofaCan you please ask [redacted] to respond with
information pertaining to the sales order for the bed itself so I can locate
this account and begin researching what options we have for monetary
compensation?
Any of the following information will be greatly
appreciated:
-The invoice number
-The first and last name that is on the sales order
-The telephone number that is listed on the sales invoice
-The delivery address
Thank You
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">My sincerest apologies that you haven't received the follow
up your claim rightfully deserves from our companyI assure you that resolving
our customers concerns is extremely important to usI have placed two options
below for your review and you may respond to me directly through this channelAs
I am unable to view the photos you sent and won't dare to ask you to spend any
more of your own time on getting this resolved I am uncertain if the damage is
repairable and have listed options for exchange or discount
Option 1:
Our records indicate there is a ‘Property Manager' named ‘[redacted]'
on site for receipt of a deliveryWe can offer to replace the affected item
with a factory fresh version and select a date that is most convenient for you
and/or your Property Manager to accept this exchange
-Or-
Option 2:
It is certainly not within our practices to deliver
damaged merchandise and then throw empty monetary amounts at our customers for
resolution as we truly would prefer to get you the product we guaranteed you in
good conditionIt is my understanding that after reviewing your concern in
full it may be the avenue you see fit so I will make monetary offers of further
discount off the affected item
We are unable to honor any remaining warranty after a
product has been further discounted (off of our already discounted retail
price) past 20%Please see below for the sub offers of Option 2:
Option 2A: Your manufacturer
warranty through Bobs (Years) remains in tact and we provide you with a 20%
refund based off the monetary amount you paid for the affected itemWe will
not offer service for the damages you are receiving the discount forFuture
services can be offered within the guidelines of your warranty
-Or-
Option 2B: Your manufacturer
warranty through Bobs (Years) is voided and we provide you with a 30% refund
based off the monetary amount you paid for the affected itemWith this
scenario we will also provide a partial refund on the price paid for the ‘[redacted]' plan (based off the affected item now being considered a clearance piece
because of the actual price it is being sold to you at)Future services will
not be offered on this specific item for any reason as there will be no
warranty coverage at all
Our records indicate that your refund of $was
processed back to your original method of payment on at 11:07amOur
system shows an authorization number of [redacted] and I would suggest you
provide your bank with this number if they have not fully processed the refund
to the card as of yetAs our system indicates no issues with this refund being
made I would not expect that you would have received a specific follow up for
this compensation transactionI apologize if there was any confusion set forth
on our end that you would be receiving follow up on the refund transactionYou
absolutely should have been called by us for follow up on the product concern
and I further apologize that you had to escalate your concern so highly in
order to get it properly recognizedThank you for so blatantly pointing out
our failures so that we can improve our overall businessI look forward to
your response through this public channel letting me know how you would like to
proceed as I am eager to help you resolve your concernIf you are accepting an
option please ensure it is explicitly clear what option you are
satisfied with so that I can create the paperwork and have our offices follow
up with you in the most efficient manner
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to [redacted] by phone today (8.05.2014) on
the daytime number she has provided in this complaintI have left a message
with my direct contact information so that I can directly assist our customer
in resolving this concernI am very sorry for any troublesomeness [redacted] has endured while seeking to get her concern rectified and I am eager to receive
her return call so that Bobs Discount Furniture can offer our customer the
satisfaction she deserves
Thank You for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
"">
I am
sorry that you have been waiting so long for your credit to completely upload
As [redacted] is a third party company Bobs Discount Furniture is not permitted
to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into
your customer account records
Regretfully
our records indicate that the ‘[redacted]' you need replacement on is
currently on back order from our vendor until Our Delivery Calendar
only populates thirty days out from the present date so we can start discussing
future delivery dates with you on or around Please call us at our
Customer Care Office closer to the end of this month – start of October to
discuss the available future delivery dates we can make this exchange for you
We will most certainly be in touch with you should the item arrive to us sooner
than expected to discuss earlier deliver dates
For
your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for
this concern to be resolved
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies to [redacted] for the
scheduling concern that caused us to fail on properly delivering his order for
as promisedI assure our customer that it was never our intention
to blatantly let him down and that we care very much to help him resolve this
concern and get him the furniture he purchased in good condition
This sales order is made up of a Sofa, Loveseat, Pack of
Tables, Two Lamps, A Dining Room Table, and Dining Room Side ChairsIn an
effort to make our failure right, we were able to get the customer added on for
delivery tomorrow (10.16.2014) so he will not have to wait until Thursday to
get the Living Room set
While we are very sorry that the Dining Room set remains on back
order directly from the manufacturer we are regretfully unable to provide our
customer with merchandise we do not physically haveWhen we originally sold
this merchandise to our customer we were sure that we would be able to deliver
it on the date promised and again we apologize for the unanticipated delay from
the factory where this Dining Room set is being builtI do understand that
this is the set the customer originally selected and if there is absolutely an
immediate need for a Dining Room set prior to this date we have others
available in our showroom that may be in stock and available to deliver prior
to The customer can visit our showroom to make a reselection should
this option suit him
Bob's prides itself
on providing our customer with quality service and the best value product for
the priceOur primary focus is on making it right so that our customer is
satisfied with the product that they have purchased from usWe currently have two
deliveries scheduled for & to resolve this concern
While it is not procedure to do so, I recognize that
we have caused this customer a great deal of inconvenienceFor that reason, I
will make a note that once we have made everything right, we will review this account
to determine if further action should to be taken in regards to compensationOur
delivery team will call into our Customer Care Offices prior to leaving the
residence after the Dining Room set has been delivered and should [redacted] feel
necessary, we can discuss a further form of apology compensation with him at that time for this
failure
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]