Good
Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer by phone this evening (3.17.2014) and on this
number - ###-###-#### – the call just rang and rang and would not allow me to
leave a messageWhen calling this number - ###-###-#### – I was told by an
automated machine that the caller is unavailable or out of the service area and
I could not leave a message either
Our
records do not indicate that this customer has contacted us within the last
year to schedule a service requestBased on the nature of this claim as
described to you, please encourage the customer to reach out to us at
###-###-#### Monday – Saturday between 6:30am – 8:00pm to schedule a service
for this concernI have verified with our Work Force Management Department
that our call center does not have the option to leave a message for us while
you are holding; I think this customer is talking about the [redacted] Company in
regards to being denied serviceBobs Discount Furniture will be happy to help
this customer schedule a service appointment for her drawer as soon as she
contacts us
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] this afternoon (10.03.2014) and
verified that her concern has been resolvedWe are very sorry for any
frustration that we caused [redacted] by improperly informing her that she was
not eligible for a service, especially since her mattress remains under a
manufacturing warranty that we are obligated to honor
[redacted] is currently scheduled to receive an inspection
service to determine if this mattress is defective on and I have
provided [redacted] with all of my direct contact information for any future occurrences
of customer care she may need
Thank you
for the opportunity to make this failure right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to [redacted] tonight (3.21.2014) through the email
address she has provided in this complaintI have given this customer my direct
email address and phone number so she can contact me to discuss options for
resolution
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while
trying to get this concern resolvedI have reviewed the pictures taken by our
technician and the report that was made to GuardianGuardian does not offer
coverage against any damages that are present on the seams of upholstered
productsAs [redacted] sofa is currently over a year beyond its period of
warranty coverage through Bobs Discount Furniture we are unable to offer a
replacement at no costWe can offer to perform a ‘Best Effort' service to
resolve this concern
We can schedule one of our
service technicians to his residence to repair these seams to better than
showroom quality standardsIn researching this claim I have also spoken with
my Service Technician Manager who assured me that the technician assigned to
this original service call ran out of time to try and complete this work
otherwise we would have made this same offer while in the home early last
monthWe did perform a great deal of service to many other items inside [redacted] home on and [redacted] was the first stop on our
technician's run; regretfully we were unable to initiate the offer for ‘Best
Effort' service on due to time constraints
An offer of ‘Best Effort'
service indicates that we will do our very best to service the damage to an unnoticeable
state, however if our customer is still unhappy with the product after our
repair has been completed we will have no further recourse to offer relating to
this concernI have immense faith in all our technician's abilities and as
this item is out of warranty and this type of damage is not covered by the
Guardian company this is a very valuable offer for resolution at no cost to our
customer
I have created a service order
within our system for this concern and should our customer wish to accept this
option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat
630am-8:00pm) and provide this service order number: [redacted]I apologize again that our
representatives have been responding so poorly to [redacted]'s concern and I hope
very much he contacts us to schedule a service so we can earn his faith back in
our business
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so very sorry for the failures that this customer has had to endure based
off of our error in making his sale incorrectlyWe expect all of our delivery
teams to behave in the utmost professional manner and I thank this customer for
bringing these failures to our attention so we may have the opportunity to
address the obvious coaching concerns we haveI assure this customer that Bobs
Discount Furniture cares very much for his concerns and our intention was never
to create inconvenience for him during his purchase/delivery
Bob's prides itself on providing our customer
quality service and the best value product for the priceOur primary focus is
on ‘Making It Right' so that our customer is satisfied with the product that
they have purchased from usWe currently have a delivery scheduled for
to resolve this concernWhile it is not procedure to do so, I recognize
that we have caused our customer a great deal of inconvenienceFor that
reason, I will make a note that once we have made everything right, we will
review this customer's account to determine if further action should to be
takenPlease advise this customer that upon completion of their delivery, the driver
is expected to call into our Customer Care Department to allow us to speak
directly with themIf our customer still believes that further resolution is
needed to rectify this concern we can discuss what, if any, further resolution will
be offered
I
genuinely apologize again for the impression this customer has been left with
of our business
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize to you for the concerns you have had with your sofa, I
can understand your frustration having been offered options for resolution and
then being told these options could not be honored as originally advisedI assure
you that we have sought to resolve your concerns through all available avenues
After reading your complaint I did reach out to our liaison who handles
responding to our customer's Facebook postsI was informed that you had agreed
to email us with this concern at our bobs cares email box but haven't completed
sending us that email as of yet
The information you have cited in your complaint regarding the
factory warranty on your product is correct, however the technician that was
sent to your home on did not deem your concerns to be the result of a
factory defectThe technician serviced your merchandise to the best of his
abilities as a courtesy to you and his report thereafter indicated that the
concerns you had were the result of the wear and tear the sofa has sustained
while in your possessionIt is and expected that after using a piece of
furniture for an extended period of time the seats and stuffing of that item
will show signs of wearAs you have been using this sofa for over two and half
years a sofa that is manufactured such as this one is showing its signs of
usageAs far as the matching loveseat that you state has no concerns, it is
reasonable for our business to assume that the loveseat doesn't experience as
much use as the sofa doesUnless a customer is continually switching seats
and/or rotating cushions the complete even wear/use of all items in a living
room set is typically not accomplished
In an effort to provide you with the best care possible, our
Customer Care Department placed a parts order in that we were agreeing to pay
for on your behalfWe are unable to get parts free of cost from the vendor and
we were trying with any and all options available to us to help youIn most
cases we can still get parts for a set even when we drop it from our sales
lineupAs this set is no longer in production through the vendor we were
informed we couldn't get these parts after the order was placed and we remain
just as disappointed as you are that we are unable to offer you free of charge
parts as recourse
Our records reflect that you spoke with one of our Account
Management Specialists on and we offered to schedule a second
technician to your home to repair the preference concerns you have with this
sofaThis offer is still available to you and if you would like us to come out
again at no cost to you please contact our Customer Care Office to schedule
this appointmentI apologize for the frustrations you feel that we have caused
you and that we are unable to take responsibility for a concern that does not
stem from a factory defect nature
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
Our records indicate that as of yesterday (5.12.2014) Mr
[redacted] has been provided a credit for
the merchandise he is reporting to have concerns withWe tried to contact Mr
[redacted] yesterday at 3:01pm on the same number he has provided to us in this
complaint, we received an automated error that stated our customer was "not accepting calls"If Mr
[redacted] has questions regarding the credit we have entered for him please ask
him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until
Kind regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] via telephone this morning (5.22.2014) and
I will be handling his concern directly through his delivery process to ensure
he receives the best care possibleWhile I am very sorry that [redacted] had to spend
any of his own time filing this complaint I truly thank [redacted] for taking the time
to do soWe can now address coaching concerns we have within our company that
we were previously unaware of and work to make every customer's experience
better
Thank you
for the opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the lack of care and empathy it sounds
like your concerns were met while you were seeking our help to resolve these
complaintsI assure you that we do not consider the team's behavior a representation
of the professionalism we expect our delivery personnel to display
At this time we understand and acknowledge the reasons why
you would want the sofa and the loveseat removed from your home for a refund
We can most certainly honor you request based on the failures you have endured
and I ask that you please pass our apologies on to your mother, brother, and
neighbors as wellI have placed the return paperwork into our system for you
and will ask that you please contact us at our Customer Care office to schedule
the most convenient day when we can come to remove this merchandise from your
homeWe will make our Delivery Managers aware of the date you select to ensure
you receive the highest quality of service while we are removing this product
from your residenceYou can reach us at ###-###-#### (Mon – Sat 6:30a -8:00p)
to schedule this pickupOnce the merchandise has been fully processed back
into our inventory (the time line for this is dependent on the date you select
to schedule the pick up) the monetary refund for the product can be credited
back to you. Your original sale
indicates that you paid $for the sofa and loveseat and with taxes credited
back you will be receiving a total refund of $1,Here is the credit
number associated with the removal of the sofa and loveseat: [redacted]
In regards to the $that you allege the drivers took
while in your residence we are able to make a good faith effort to accommodate this
claim and provide you with a monetary refund in the amount of $I am
truly sorry for this suspected occurrence and although we are unable to take
full ownership for this unproved incident, we still want to reach out to you in
a caring manner and honor your request for a return of the $You are able
to get this $refunded to you at any point by calling us at ###-###-####
(Mon – Sat 6:30a -8:00p) and confirming this credit number: [redacted]
I apologize to you again [redacted] that you have spent so much
of your valuable time seeking resolution for these concerns, please call us at
your earliest convenience so we can finally offer you some satisfaction
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer [redacted]
today (8.28.2014) and we have agreed to honor a replacement nightstand for our
customerI am very sorry and quite embarrassed at the experience our customer
endured while seeking to follow up on her claim with us and I truly appreciate
our customer escalating this concern so that we can ensure our agents are
offering our customers the best resolutions possible
Thank you for the opportunity to make it right,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
KennethOur records reflect that a valid portion of [redacted]'s desired
settlement has been met as of today (6.24.2014) during a conversation he held
with one of our Consumer Liaison Specialists
Please advise us if [redacted] needs further assistance to
rectify his concern at this time
Thank you
Revdex.com for providing us with the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to [redacted] for her disappointment
in the way her product has worn after several years of useI assure [redacted]
that Bobs Discount Furniture stands behind the quality of our products and we
pride ourselves on being able to offer our customers the best product value for
the price paid
Our records reflect that this merchandise was serviced in
July of by our service technician and we do not show any record of this
customer contacting us to advise us that our technician's work was
unsatisfactory until after two years of use occurred furthering the wear and
tear to this merchandiseThe protection plan [redacted] purchased in is
called ‘Goof Proof' and just as its name depicts it offers coverage against many
accidents that may occur resulting in damage to the merchandiseIt is
and expected that any sofa from any retailer will experience changes and
shifting of its materials after the item has experienced several years of use
Bobs Discount Furniture does not consider this merchandise to be defective just
because it is showing signs of age from wear and tearI further
apologize as [redacted] alleges that her children were almost harmed by the sofa,
based on our technician's photos from the home (which I have attached for your
review) I see no safety concerns that would cause alarm from this merchandise residing
in the home
As an extreme courtesy we can offer to cover 50% of the cost
on the parts that [redacted] wishes to replace outside of her warranty period
through Bobs Discount FurnitureThis is a fair and adequate offer considering
all the facts within this case combined
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have just left a
message for [redacted] on the ‘Daytime' phone number he has provided in this
complaintI have left him my direct contact phone number because I would like
to speak with him in regards to the different avenues we have available to
resolve his concern
If he didn't receive
my message for some reason please pass on my email and my phone number for his
use: [redacted]
###-###-#### (Monday – Friday 8:00am -4:30pm)
Thank you for the
opportunity to make it right and I look forward to hearing from [redacted] so I
can earn his trust back in our business,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"">We are very sorry for the sales experience that [redacted] alleges
having during her purchaseI assure [redacted] that it is never our intention to
offer our customers anything that we don't feel will truly add value to their
livesOur Goof Proof Protection plan does offer coverage against various types
of animal damages; regretfully any damage that occurs from an animal's claws is
not coveredAs I was not present during this sales process I am unable to
further discuss what may or may not have been stated during this periodI am
available to help our customer move forward in seeking to resolve her concern
which I am very eager to doThe sales experience should be a very exciting
time and I will ensure that our retail location is made aware of our customer's
concern so we can correct any training concerns that may exist
I apologize that we are unable to offer our customer a replacement
sofa as this type of damage is not covered within the guidelines of the coverage
she purchasedAs a courtesy and because Bobs truly cares to help all of our
customers, depending on where the damage is we can offer to cover the cost of
buying our customer a replacement part directly from the manufacturer to help lower
the cost she has stated she will be
paying to fix this damageI spoke with this vendor and they have the outside
back panel available as a part so if the damage is on the outside back portion
of the merchandise we can place the part order and ask that this part arrive to
our customer's address within the next -days
If the damage is on a different area of the leather we wouldn't be
able to offer a replacement part as the vendor who makes this sofa doesn't make
other areas of the sofa available as partsIf this is the case we would be
able to offer a refund to our customer for the monies she paid towards her Goof
Proof Protection plan as she indicates she bought this plan for the reason of
covering cat scratchesA refund of these monies would void the plan so if our
customer wants to keep the remaining years she has left for her protection plan
we can offer her a Bobs Discount Furniture Gift Card for the amount she paid
for her Goof Proof Protection Plan as an apology for this concern
Please let
me know if/what avenue our customer would like to proceed with after reading
these three different options for resolution that we have to offerI apologize
to [redacted] again for any stress's we may have caused her while she has been
trying to resolve her concern
Thank you
for the opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] today (10.2.2014) and processed a
monetary refund to her original method of paymentI feel that given all the
failures [redacted] has endured during her experience with us it is more than fair
that we work to appease her request of monetary refund
We are truly sorry for the stress and inconvenience we
caused our customer and hope that she may provide us with another chance to
earn her trust back in the future
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We agree with the customer that this should have been refunded
""> We apologize for the miscommunications and
product issues that caused this to be an unhappy experience. The customer spoke with the store that also
agreed and processed the refund on 4/23/16.
This customer should see that post to their [redacted] within
business days. Please advise if the
customer should have any further issues
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am genuinely
very sorry that you are experiencing any issue with your product and I assure
you that we do want to help you resolve this concernAs expressed on the
documents you received at the time of sale we reserve the right to inspect any
merchandise prior to offering a replacementI further apologize for any lack
of care your complaint received while it was initiated to us; we value your
feedback beyond words and will most certainly follow up with our retail
location to ensure we are offering the best care possible at every level of our
organization
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item
Having been
in my business for nearly a decade, I can tell you that it's quite uncommon
that we would try to complete a repair on a foundationIf the technician
determines that your foundation is experiencing a defect concern you will be
scheduled for an even exchangeThe Bob O Pedic mattress you have is sold with
the same structurally made foundation that we sell our entire line of Bob O Pedics
withWe work with the same manufacturer on all of our memory foam bedding so
regretfully we have no physical way to offer you a different foundation for the
model mattress you have It is possible
that the foundation you received was built incorrectly at the overseas factory
it hails from and this is the reason for your disappointmentFollowing our
usual successful practices under our service policy we are already scheduled
out to your residence to complete our inspection
Our records
reflect that we are scheduled to your residence on to inspect this
foundation for defects under its current year non prorated warrantyPrior
to the technician leaving your residence he will make a phone call to our
Customer Care Office to discuss the results of your serviceOne of our
professionals in customer care will speak with you directly at that time
regarding the outcome of your service and what the next steps in resolution may
be
While I
acknowledge that you do not find our process sound, I do stand behind the
policies and procedures we have in place for this type of concern as the most
effective way to remain fair to all our consumers alike.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you are dissatisfied with the swivel recliner you selected from
Bobs Discount Furniture and I assure you that we consider our customers to be
the most important part of our business
Our
records indicate that any factory defect concern you originally had with this
recliner was resolved on when we dispatched our service technician to
your residenceI am so sorry that your product arrived with any concern but I do
see that we worked to please you by resolving this concern for you just a
couple days after the initial delivery date
Due to the
purchasing agreement you entered into with the ‘Acceptance Now' company Bobs
Discount Furniture is unable to approve a return for refund or store credit on
any of your merchandiseYou are currently paying ‘Acceptance Now' for this
recliner and the ‘Acceptance Now' company is the current owner of this product
as your lease to own agreement indicatesI did call and speak with an account
representative at the ‘Acceptance Now' location you purchased from and they
have agreed to offer you a store credit based on the full retail price of the
recliner so that you can come back into the store and select another product at
the same price point that will satisfy you moreI am truly sorry but per the
guidelines you agreed to at the time of sale you are not permitted to return a
partial amount of your sale for a refundAs Bobs Discount Furniture is a separate
business from the ‘Acceptance Now' company we are unable to make changes or
approve exceptions to any of their current operating practicesI do feel that offering
you a store credit to select an item you are happier with is a fair and
appropriate offer for resolution and I hope that can see this in the same
light
I have
placed the store credit of $into our system for your use and ask that
you contact your ‘Acceptance Now' desk directly at ###-###-#### (Credit
number: [redacted]) should you have any further questions about making your
new transaction happenThe account representative indicated to
me today that they have actually been waiting for you to come into the store to
make a reselection and are now aware of the active credit we have populated in
our system for youThis credit will expire on and due to the
product concern you reported on day of delivery Bobs can help accommodate you
by covering the cost of delivering the new item you select with this credit on
the same date we remove the current recliner that is in your home
Kind
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">We
have followed up with this customer on our Customer Care Senior Management
levelWe are anticipating complete customer satisfaction by and are
eager to make our failures right
Thank
you for bringing this complaint to our attention so we may always work to
improve our business
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to [redacted] on the daytime phone number he
provided today (7.28.2014)I have left a message asking that he call me back
I apologize for any failures on our end that caused this much inconvenience to
our valued customer and I look forward to speaking with [redacted] when he returns
my message
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good
Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer by phone this evening (3.17.2014) and on this
number - ###-###-#### – the call just rang and rang and would not allow me to
leave a messageWhen calling this number - ###-###-#### – I was told by an
automated machine that the caller is unavailable or out of the service area and
I could not leave a message either
Our
records do not indicate that this customer has contacted us within the last
year to schedule a service requestBased on the nature of this claim as
described to you, please encourage the customer to reach out to us at
###-###-#### Monday – Saturday between 6:30am – 8:00pm to schedule a service
for this concernI have verified with our Work Force Management Department
that our call center does not have the option to leave a message for us while
you are holding; I think this customer is talking about the [redacted] Company in
regards to being denied serviceBobs Discount Furniture will be happy to help
this customer schedule a service appointment for her drawer as soon as she
contacts us
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] this afternoon (10.03.2014) and
verified that her concern has been resolvedWe are very sorry for any
frustration that we caused [redacted] by improperly informing her that she was
not eligible for a service, especially since her mattress remains under a
manufacturing warranty that we are obligated to honor
[redacted] is currently scheduled to receive an inspection
service to determine if this mattress is defective on and I have
provided [redacted] with all of my direct contact information for any future occurrences
of customer care she may need
Thank you
for the opportunity to make this failure right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to [redacted] tonight (3.21.2014) through the email
address she has provided in this complaintI have given this customer my direct
email address and phone number so she can contact me to discuss options for
resolution
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while
trying to get this concern resolvedI have reviewed the pictures taken by our
technician and the report that was made to GuardianGuardian does not offer
coverage against any damages that are present on the seams of upholstered
productsAs [redacted] sofa is currently over a year beyond its period of
warranty coverage through Bobs Discount Furniture we are unable to offer a
replacement at no costWe can offer to perform a ‘Best Effort' service to
resolve this concern
We can schedule one of our
service technicians to his residence to repair these seams to better than
showroom quality standardsIn researching this claim I have also spoken with
my Service Technician Manager who assured me that the technician assigned to
this original service call ran out of time to try and complete this work
otherwise we would have made this same offer while in the home early last
monthWe did perform a great deal of service to many other items inside [redacted] home on and [redacted] was the first stop on our
technician's run; regretfully we were unable to initiate the offer for ‘Best
Effort' service on due to time constraints
An offer of ‘Best Effort'
service indicates that we will do our very best to service the damage to an unnoticeable
state, however if our customer is still unhappy with the product after our
repair has been completed we will have no further recourse to offer relating to
this concernI have immense faith in all our technician's abilities and as
this item is out of warranty and this type of damage is not covered by the
Guardian company this is a very valuable offer for resolution at no cost to our
customer
I have created a service order
within our system for this concern and should our customer wish to accept this
option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat
630am-8:00pm) and provide this service order number: [redacted]I apologize again that our
representatives have been responding so poorly to [redacted]'s concern and I hope
very much he contacts us to schedule a service so we can earn his faith back in
our business
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so very sorry for the failures that this customer has had to endure based
off of our error in making his sale incorrectlyWe expect all of our delivery
teams to behave in the utmost professional manner and I thank this customer for
bringing these failures to our attention so we may have the opportunity to
address the obvious coaching concerns we haveI assure this customer that Bobs
Discount Furniture cares very much for his concerns and our intention was never
to create inconvenience for him during his purchase/delivery
Bob's prides itself on providing our customer
quality service and the best value product for the priceOur primary focus is
on ‘Making It Right' so that our customer is satisfied with the product that
they have purchased from usWe currently have a delivery scheduled for
to resolve this concernWhile it is not procedure to do so, I recognize
that we have caused our customer a great deal of inconvenienceFor that
reason, I will make a note that once we have made everything right, we will
review this customer's account to determine if further action should to be
takenPlease advise this customer that upon completion of their delivery, the driver
is expected to call into our Customer Care Department to allow us to speak
directly with themIf our customer still believes that further resolution is
needed to rectify this concern we can discuss what, if any, further resolution will
be offered
I
genuinely apologize again for the impression this customer has been left with
of our business
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize to you for the concerns you have had with your sofa, I
can understand your frustration having been offered options for resolution and
then being told these options could not be honored as originally advisedI assure
you that we have sought to resolve your concerns through all available avenues
After reading your complaint I did reach out to our liaison who handles
responding to our customer's Facebook postsI was informed that you had agreed
to email us with this concern at our bobs cares email box but haven't completed
sending us that email as of yet
The information you have cited in your complaint regarding the
factory warranty on your product is correct, however the technician that was
sent to your home on did not deem your concerns to be the result of a
factory defectThe technician serviced your merchandise to the best of his
abilities as a courtesy to you and his report thereafter indicated that the
concerns you had were the result of the wear and tear the sofa has sustained
while in your possessionIt is and expected that after using a piece of
furniture for an extended period of time the seats and stuffing of that item
will show signs of wearAs you have been using this sofa for over two and half
years a sofa that is manufactured such as this one is showing its signs of
usageAs far as the matching loveseat that you state has no concerns, it is
reasonable for our business to assume that the loveseat doesn't experience as
much use as the sofa doesUnless a customer is continually switching seats
and/or rotating cushions the complete even wear/use of all items in a living
room set is typically not accomplished
In an effort to provide you with the best care possible, our
Customer Care Department placed a parts order in that we were agreeing to pay
for on your behalfWe are unable to get parts free of cost from the vendor and
we were trying with any and all options available to us to help youIn most
cases we can still get parts for a set even when we drop it from our sales
lineupAs this set is no longer in production through the vendor we were
informed we couldn't get these parts after the order was placed and we remain
just as disappointed as you are that we are unable to offer you free of charge
parts as recourse
Our records reflect that you spoke with one of our Account
Management Specialists on and we offered to schedule a second
technician to your home to repair the preference concerns you have with this
sofaThis offer is still available to you and if you would like us to come out
again at no cost to you please contact our Customer Care Office to schedule
this appointmentI apologize for the frustrations you feel that we have caused
you and that we are unable to take responsibility for a concern that does not
stem from a factory defect nature
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">
Our records indicate that as of yesterday (5.12.2014) Mr
[redacted] has been provided a credit for
the merchandise he is reporting to have concerns withWe tried to contact Mr
[redacted] yesterday at 3:01pm on the same number he has provided to us in this
complaint, we received an automated error that stated our customer was "not accepting calls"If Mr
[redacted] has questions regarding the credit we have entered for him please ask
him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until
Kind regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] via telephone this morning (5.22.2014) and
I will be handling his concern directly through his delivery process to ensure
he receives the best care possibleWhile I am very sorry that [redacted] had to spend
any of his own time filing this complaint I truly thank [redacted] for taking the time
to do soWe can now address coaching concerns we have within our company that
we were previously unaware of and work to make every customer's experience
better
Thank you
for the opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the lack of care and empathy it sounds
like your concerns were met while you were seeking our help to resolve these
complaintsI assure you that we do not consider the team's behavior a representation
of the professionalism we expect our delivery personnel to display
At this time we understand and acknowledge the reasons why
you would want the sofa and the loveseat removed from your home for a refund
We can most certainly honor you request based on the failures you have endured
and I ask that you please pass our apologies on to your mother, brother, and
neighbors as wellI have placed the return paperwork into our system for you
and will ask that you please contact us at our Customer Care office to schedule
the most convenient day when we can come to remove this merchandise from your
homeWe will make our Delivery Managers aware of the date you select to ensure
you receive the highest quality of service while we are removing this product
from your residenceYou can reach us at ###-###-#### (Mon – Sat 6:30a -8:00p)
to schedule this pickupOnce the merchandise has been fully processed back
into our inventory (the time line for this is dependent on the date you select
to schedule the pick up) the monetary refund for the product can be credited
back to you. Your original sale
indicates that you paid $for the sofa and loveseat and with taxes credited
back you will be receiving a total refund of $1,Here is the credit
number associated with the removal of the sofa and loveseat: [redacted]
In regards to the $that you allege the drivers took
while in your residence we are able to make a good faith effort to accommodate this
claim and provide you with a monetary refund in the amount of $I am
truly sorry for this suspected occurrence and although we are unable to take
full ownership for this unproved incident, we still want to reach out to you in
a caring manner and honor your request for a return of the $You are able
to get this $refunded to you at any point by calling us at ###-###-####
(Mon – Sat 6:30a -8:00p) and confirming this credit number: [redacted]
I apologize to you again [redacted] that you have spent so much
of your valuable time seeking resolution for these concerns, please call us at
your earliest convenience so we can finally offer you some satisfaction
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer [redacted]
today (8.28.2014) and we have agreed to honor a replacement nightstand for our
customerI am very sorry and quite embarrassed at the experience our customer
endured while seeking to follow up on her claim with us and I truly appreciate
our customer escalating this concern so that we can ensure our agents are
offering our customers the best resolutions possible
Thank you for the opportunity to make it right,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We are very sorry for any inconveniences that we have caused
KennethOur records reflect that a valid portion of [redacted]'s desired
settlement has been met as of today (6.24.2014) during a conversation he held
with one of our Consumer Liaison Specialists
Please advise us if [redacted] needs further assistance to
rectify his concern at this time
Thank you
Revdex.com for providing us with the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies to [redacted] for her disappointment
in the way her product has worn after several years of useI assure [redacted]
that Bobs Discount Furniture stands behind the quality of our products and we
pride ourselves on being able to offer our customers the best product value for
the price paid
Our records reflect that this merchandise was serviced in
July of by our service technician and we do not show any record of this
customer contacting us to advise us that our technician's work was
unsatisfactory until after two years of use occurred furthering the wear and
tear to this merchandiseThe protection plan [redacted] purchased in is
called ‘Goof Proof' and just as its name depicts it offers coverage against many
accidents that may occur resulting in damage to the merchandiseIt is
and expected that any sofa from any retailer will experience changes and
shifting of its materials after the item has experienced several years of use
Bobs Discount Furniture does not consider this merchandise to be defective just
because it is showing signs of age from wear and tearI further
apologize as [redacted] alleges that her children were almost harmed by the sofa,
based on our technician's photos from the home (which I have attached for your
review) I see no safety concerns that would cause alarm from this merchandise residing
in the home
As an extreme courtesy we can offer to cover 50% of the cost
on the parts that [redacted] wishes to replace outside of her warranty period
through Bobs Discount FurnitureThis is a fair and adequate offer considering
all the facts within this case combined
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have just left a
message for [redacted] on the ‘Daytime' phone number he has provided in this
complaintI have left him my direct contact phone number because I would like
to speak with him in regards to the different avenues we have available to
resolve his concern
If he didn't receive
my message for some reason please pass on my email and my phone number for his
use: [redacted]
###-###-#### (Monday – Friday 8:00am -4:30pm)
Thank you for the
opportunity to make it right and I look forward to hearing from [redacted] so I
can earn his trust back in our business,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"">We are very sorry for the sales experience that [redacted] alleges
having during her purchaseI assure [redacted] that it is never our intention to
offer our customers anything that we don't feel will truly add value to their
livesOur Goof Proof Protection plan does offer coverage against various types
of animal damages; regretfully any damage that occurs from an animal's claws is
not coveredAs I was not present during this sales process I am unable to
further discuss what may or may not have been stated during this periodI am
available to help our customer move forward in seeking to resolve her concern
which I am very eager to doThe sales experience should be a very exciting
time and I will ensure that our retail location is made aware of our customer's
concern so we can correct any training concerns that may exist
I apologize that we are unable to offer our customer a replacement
sofa as this type of damage is not covered within the guidelines of the coverage
she purchasedAs a courtesy and because Bobs truly cares to help all of our
customers, depending on where the damage is we can offer to cover the cost of
buying our customer a replacement part directly from the manufacturer to help lower
the cost she has stated she will be
paying to fix this damageI spoke with this vendor and they have the outside
back panel available as a part so if the damage is on the outside back portion
of the merchandise we can place the part order and ask that this part arrive to
our customer's address within the next -days
If the damage is on a different area of the leather we wouldn't be
able to offer a replacement part as the vendor who makes this sofa doesn't make
other areas of the sofa available as partsIf this is the case we would be
able to offer a refund to our customer for the monies she paid towards her Goof
Proof Protection plan as she indicates she bought this plan for the reason of
covering cat scratchesA refund of these monies would void the plan so if our
customer wants to keep the remaining years she has left for her protection plan
we can offer her a Bobs Discount Furniture Gift Card for the amount she paid
for her Goof Proof Protection Plan as an apology for this concern
Please let
me know if/what avenue our customer would like to proceed with after reading
these three different options for resolution that we have to offerI apologize
to [redacted] again for any stress's we may have caused her while she has been
trying to resolve her concern
Thank you
for the opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] today (10.2.2014) and processed a
monetary refund to her original method of paymentI feel that given all the
failures [redacted] has endured during her experience with us it is more than fair
that we work to appease her request of monetary refund
We are truly sorry for the stress and inconvenience we
caused our customer and hope that she may provide us with another chance to
earn her trust back in the future
Thank you
for the opportunity to make this right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
We agree with the customer that this should have been refunded
""> We apologize for the miscommunications and
product issues that caused this to be an unhappy experience. The customer spoke with the store that also
agreed and processed the refund on 4/23/16.
This customer should see that post to their [redacted] within
business days. Please advise if the
customer should have any further issues
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am genuinely
very sorry that you are experiencing any issue with your product and I assure
you that we do want to help you resolve this concernAs expressed on the
documents you received at the time of sale we reserve the right to inspect any
merchandise prior to offering a replacementI further apologize for any lack
of care your complaint received while it was initiated to us; we value your
feedback beyond words and will most certainly follow up with our retail
location to ensure we are offering the best care possible at every level of our
organization
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item
Having been
in my business for nearly a decade, I can tell you that it's quite uncommon
that we would try to complete a repair on a foundationIf the technician
determines that your foundation is experiencing a defect concern you will be
scheduled for an even exchangeThe Bob O Pedic mattress you have is sold with
the same structurally made foundation that we sell our entire line of Bob O Pedics
withWe work with the same manufacturer on all of our memory foam bedding so
regretfully we have no physical way to offer you a different foundation for the
model mattress you have It is possible
that the foundation you received was built incorrectly at the overseas factory
it hails from and this is the reason for your disappointmentFollowing our
usual successful practices under our service policy we are already scheduled
out to your residence to complete our inspection
Our records
reflect that we are scheduled to your residence on to inspect this
foundation for defects under its current year non prorated warrantyPrior
to the technician leaving your residence he will make a phone call to our
Customer Care Office to discuss the results of your serviceOne of our
professionals in customer care will speak with you directly at that time
regarding the outcome of your service and what the next steps in resolution may
be
While I
acknowledge that you do not find our process sound, I do stand behind the
policies and procedures we have in place for this type of concern as the most
effective way to remain fair to all our consumers alike.
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you are dissatisfied with the swivel recliner you selected from
Bobs Discount Furniture and I assure you that we consider our customers to be
the most important part of our business
Our
records indicate that any factory defect concern you originally had with this
recliner was resolved on when we dispatched our service technician to
your residenceI am so sorry that your product arrived with any concern but I do
see that we worked to please you by resolving this concern for you just a
couple days after the initial delivery date
Due to the
purchasing agreement you entered into with the ‘Acceptance Now' company Bobs
Discount Furniture is unable to approve a return for refund or store credit on
any of your merchandiseYou are currently paying ‘Acceptance Now' for this
recliner and the ‘Acceptance Now' company is the current owner of this product
as your lease to own agreement indicatesI did call and speak with an account
representative at the ‘Acceptance Now' location you purchased from and they
have agreed to offer you a store credit based on the full retail price of the
recliner so that you can come back into the store and select another product at
the same price point that will satisfy you moreI am truly sorry but per the
guidelines you agreed to at the time of sale you are not permitted to return a
partial amount of your sale for a refundAs Bobs Discount Furniture is a separate
business from the ‘Acceptance Now' company we are unable to make changes or
approve exceptions to any of their current operating practicesI do feel that offering
you a store credit to select an item you are happier with is a fair and
appropriate offer for resolution and I hope that can see this in the same
light
I have
placed the store credit of $into our system for your use and ask that
you contact your ‘Acceptance Now' desk directly at ###-###-#### (Credit
number: [redacted]) should you have any further questions about making your
new transaction happenThe account representative indicated to
me today that they have actually been waiting for you to come into the store to
make a reselection and are now aware of the active credit we have populated in
our system for youThis credit will expire on and due to the
product concern you reported on day of delivery Bobs can help accommodate you
by covering the cost of delivering the new item you select with this credit on
the same date we remove the current recliner that is in your home
Kind
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">We
have followed up with this customer on our Customer Care Senior Management
levelWe are anticipating complete customer satisfaction by and are
eager to make our failures right
Thank
you for bringing this complaint to our attention so we may always work to
improve our business
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to [redacted] on the daytime phone number he
provided today (7.28.2014)I have left a message asking that he call me back
I apologize for any failures on our end that caused this much inconvenience to
our valued customer and I look forward to speaking with [redacted] when he returns
my message
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison