Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please provide [redacted] with my apologies for the frustration
he has been experiencing while seeking to resolve his concerns with the Bobs
financing account he opened with usWe do expect our technicians to be honest
while in our customer's homes and while furniture is built on mass production
assembly lines it is possible to encounter a line of products with similar
defectsWe have since upgraded our Apollo line and worked with the manufacturer
to ensure that we are offering our customers the best quality available at our
valuable price points
Bobs made this failure right by our customer and refunded
the monies associated with the returned product to the financing account six
months agoThe reason [redacted] has not received a return payment is due to his
original delivery fee not being refunded to the financing accountThe payments
he previously made went towards this charge for delivering the productMy best
guess is that because the service of delivery is separate from the defective
product itself and there was no delivery failure; our customer care department
did not feel it valid in this scenario to refund the delivery fee initially
chargedI can understand how [redacted] might see this differently and as a result
of this acknowledgement I have processed a refund to his financing account in
the amount of $(Delivery fee of $+tax)The order number
associated with this refund is: [redacted] and I have mailed a
printed copy of the refund order to the address [redacted] has listed in this claim
In regards to the letter that [redacted] is seeking verifying his
account status, I would encourage him to follow up with [redacted] directly
after the final refund created today (7.25.2014) has posted to his accountIt
can take up to a full billing cycle for this to occur however in my experience
since there isn't physical inventory associated with this refund I don't expect
it to take that long
Please apologize to [redacted] again for me and please tell him if there
is anything else I can be of help with he should feel welcome to respond to me
via this channel
[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking only what we promised you during the time of sale for this
reclinerI assure you that we never anticipate failing our customers by not
being able to provide them with the product they purchased on the date we
agreed toThere are no excuses for the failure you had to experience based on
our computer glitch and I apologize again to you and your wife for all the
frustration we have caused you to feel
I attempted to call you this afternoon (10.03.2014) on both
the numbers you have listed in this complaint and I was unable to reach you or
leave a message on either numberSee below for the results of each number:
###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access
code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that
has not been set up yet)
Per our policies, listed on your sales receipt, you are absolutely
entitled to a full refund of your purchase priceDue to this being an
undelivered item only our retail location can complete the processing of the
refund to youWe ask that you contact our retail location at ###-###-####
(Press #on your phone's keypad when you hear Bob's voice) to complete the
refund processing
I am also mortified that you cite to have been met with
rudeness while making your complaint and I have already begun the necessary
actions to gain access to our recordings so that I am able to properly address
the agents you allege treated you so poorlyWe may have serious coaching
concerns here and I thank you for bringing those to our attention so that we
can ensure our customers are always receiving the best care possible
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are very sorry for the miscommunications.
The credit for the reselection was already created and posted to the
account. This customer is able to go to
the store and reselect as soon as they are ready. Advice the store you have a reselection
credit in the system, they will apply the credit as payment on the new
sale. They will schedule the delivery
and the pick up of this merchandise at the same time, so the customer will not
be without merchandise at any time. We
hope the customer can find a new set that they will love for many years
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer [redacted] this
afternoon (7.17.2014) and I was able to offer resolutions for her concerns that
she agreed were satisfactoryBobs Discount Furniture is very sorry for the
stress and frustrations we have caused [redacted] in this case and we are thankful for the opportunity to provide our
customer with a better impression of our business
Good Afternoon
">[redacted],
I am very sorry to learn of your disappointment with the product you received from usNew wood furniture does bring a "new wood smell" with itMany consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during productionI am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual
Please see the below verbiage of our ‘Refunds and Cancellations Policy' as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up
I am perplexed as to where you are locating any information about a ‘day' or 'day' policy, if you can provide me with specific details about where this information has been presented to you I'd be happy to look into clarifying any confusion that may be present
As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of your account indicates that we created a ‘reselection credit' for you
At this time your concern is being addressed above and beyond our expressed policiesWe stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry for the issues this customer has endured with this
delivery
""> As this delivery was not
completed the agent submitted an arequest. These are not guaranteed, as we have to try
to add another stop on to an existing route.
This arequest was not able to be accommodated; the trucks in the
area were all at the maximum number of hours allowed by State and Federal
Department of Transportation hours
Due to this delivery not being completed we can honor
this customer's request for a pickup for full refund. This refund is approved and the customer can
either call customer care to have the exchange scheduled or have the pick up
for refund set up for our next available date
We would not be able to offer a discount as the customer
has requested. If this customer would
like to proceed with the delivery we can certainly offer compensation based on
our failure to have the delivery completed on a timely basisWe do offer
compensation based on our failures only after the delivery has been
successfully completed so that we can base the compensation on the account
details from start to finish.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">We are very sorry that this customer waited for months
for a special order color and then a piece failed. The replacement piece is available and we
have ordered it. We do have to wait for
the manufacturer to make the customer's piece to match the special order color
this customer requested.
We can certainly offer compensation for this extreme inconvenience. We can completely understand why this would
be frustrating to the customerIf this customer is willing to wait for the
new chaise to be made specifically for them, we can absolutely offer to
compensate them for this inconvenience
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I apologize that our customer feels he was provided with
such a terrible experienceI assure him that it was not the intention
of our delivery team to attempt to extort him as he allegesOur delivery teams
are professionally trained to recognize when a delivery obstacle could harm the
furniture and the residenceWe do not want to cause our customer the inconvenience
of having to deal with a property claim or a re-delivery because we stressed the
item by fitting into a space that we were unconfident withI believe our
delivery driver was only trying to help our customer using a creative option
that he had available to him via an outside serviceHad we been made aware
that the customer still expected us to assemble this merchandise after our team
left his home we absolutely would have scheduled a different delivery team to
his home to make this assembly, we apologize again that our customer was inconvenienced
at allWe did make our initial delivery failure right by re-delivering the
customers merchandise on
I can certainly understand the confusion most of our
customers seem to have with the ‘All Day Delivery Service' we run at Bobs
Discount Furniture and I assure [redacted] that we do everything in our power to
make our customer's aware of this serviceThis information is clearly listed
within our trifold and listed on the sales invoice that is provided at the time
of saleOur customer's receive three hour estimated windows of when we expect
our team to arrive and we also give our customers the information that there
are many events on the road that are beyond our controlThese events can cause
our delivery teams or technician's to arrive outside of the estimated window
We are a company built on honesty and transparency and also cite that our
timeframes our never a guarantee in the literature we provide our customers at
the time of saleWe also offer an online delivery tracker that our customer's
can use on their own to help narrow down the arrival of a technician or driver
In the event that we were able to honor our customer's request for a certain
estimated window, it is never possible to guarantee the arrival of a team or technician
due to what may happen to that vehicle or employee while on the roadPlease
know that on average we arrive within our estimated window and do not seek to
inconvenience our customers, we genuinely believe in providing our customers
with honest answers
In regards to the "damage" the customer cites is present on
the merchandise, our records reflect that the damage is a one inch scratch on
the leg of the itemBobs Discount Furniture showed our care for the customer
and this damage by offering to repair this one inch scratch[redacted]'s account
indicates that when we arrived to his home to service this on he was
not homeHis account further notes that he is refusing to accept our service
because he requires a morning time frame and due to our geographically routed
services we haven't been able to accommodate his requestIf [redacted] would
prefer we can order him a replacement leg instead of providing him a service
where he has to wait on a technician to arriveThe customer can install the
leg himself and I feel this is a good option to offer as the customer has told
us he doesn't have time to wait for a technician to come to his homeThe part
order would take anywhere from 5-business days to arrive to his residence
and should he prefer this route instead we just ask that he make us aware
I find it odd that our customer alleges ‘[redacted]' as an
unhelpful agent because our records indicate that ‘[redacted]' went out of his way
to try and get the customer added on to a date that was already closed for delivery
(the very next day to be exact) and when our routing department denied this add
on request the customer demanded to speak with ‘[redacted]' only on [redacted]
refused to work with ‘[redacted]' who was attempting to assist him on and ‘[redacted]'
actually called [redacted] back on that same day as he requestedIf [redacted] would
like I can certainly make time to review the calls that transpired between
[redacted], [redacted], and [redacted] but I maintain strong confidence that his request to
speak with Bob was met with an appropriate answer along the lines of "Bob is the face of our company and we are put in our
positions to handle these claims and any concerns our customers may have"[redacted]'s
notes point out that he did make [redacted] aware that we could discuss
compensation as a further form of apology once his merchandise concerns were
completely resolvedIt is always our goal to provide our customer's with the
original promise we made to them, which is the merchandise they purchased in
its expected conditionWe do not find discussing compensations relative until
we have successfully satisfied our customer's main concern
I do realize and acknowledge that [redacted] has
escalated his concern to this level for a reason and I am happy to work above
and beyond our policies and offer [redacted] a Bobs Discount Furniture Gift
Card in the amount he paid us for his delivery feeIf [redacted] would like to
accept this offer for compensation please ask that he make us aware through
this channel or by calling us at ###-###-#### (6:30am – 8:00pm/ Monday –Saturday)
We humbly ask all our customer's for the opportunity to earn their trust back
in our business when they feel we have failed them, we do not offer gift cards
as compensation because we seek to force another saleThis gift card will
never expire and can be used to purchase a variety of cash and carry items
should [redacted] not be comfortable
I apologize to [redacted] for any frustrations he has had
to endure during this process and look forward to helping him resolve his
concerns
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our apologies to [redacted] for the frustration
he has experienced with his purchase from usWe have tried to call [redacted] directly several times in the past two days and have been unable to reach him
to discuss this matter furtherWe have sent a written communication directly
to [redacted]s email address today (10.8.2014) in another effort to help him
resolve the concern he has with his dining room furniture
Our records indicate that one of the chairs has suffered
animal damage from a pet and we were unable to repair that damage on
due to the nature of its occurrence
We have placed a store credit in the system for our customer
that represents the cost he paid on of the dining chairs and the tableWe
are willing to work with our customer in getting him a dining room set that
fits his needs; we are just not able to accept merchandise back that has
suffered animal damage
We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise
or the removal of the chairs and table from his residence
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my sincerest apologies as it is clear that she has
been trying her best to work with us and we have not been providing her the
same courtesy in helping to resolve her concerns
Goof Proof
is an extremely valuable protection plan when used within the appropriate
coverage guidelinesRegretfully Goof Proof does not offer coverage for fading
marble as fading, etching, and soiling over time are all considered wear
and tear for this type of productThese facts combined with the multiple rings
on the table are being viewed as ‘accumulation of damage' by [redacted] and this
is common reason our customers receive denials to their protection claims
We are very
sorry that this customer has been experiencing such stress and truthfully after
reading this complaint I am embarrassed by the lack of care she has received from
our Customer Care Department as a wholeThis is not the way we conduct
our business as we strive to represent core values such as integrity and
responsibility every day
Please let
this customer know that we can offer to place a credit in our system for 80% of
what this customer paid for her tableOnce this credit is in our system the
customer can return to our showroom and pick a different table out or pay the
remaining 20% to receive the same table she has in her homeWe will pick up
the damaged table and bring her new table on the same date if the customer is
willing to pay a new delivery fee for her new table
Please
respond to me with this customer's acceptance or denial of this resolution as I
am eager to assist her in resolving her concern
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry that you were met with any inconvenience while
trying to use a credit that we promised youI have researched our system and
your address is referenced with three different accounts inside our system
These accounts have two different names on them – one is: [redacted] and the
other is [redacted]One account is located in our older ‘View Only' system from
and the other two accounts are located within our current operating
systemI was able to find a $credit under [redacted]'S name and account
Our records reflect this credit was entered on To use this credit
you would only need to provide your sales person with this internal reference
number: [redacted]Is the $credit the credit you were looking for in
filing this complaint? If not, please respond to me and I will continue to
research your accounts in search of what you seek
I would suggest that when making future purchases with us you save
your sales order receipts and paperwork associated with that purchaseSince
you have three different accounts under the two different names if you need to
call us for service or questions it will help us not waste any more of your
valuable time if we are aware what sales order number you are calling in mention
to
For your records here are the three crs reflected in
our systems for your address:
Older System: There is a purchase and a return from
located within this account and it is in [redacted]'s name: cr: [redacted]
Current System: (Your Name): This contains a financing
account through [redacted] but not open sales orders as of yet: cr: [redacted]
Current System: ([redacted]'s name): This
contains the $credit but no other sales orders: cr: [redacted]
I apologize again for the frustrations we caused you, please
let me know if there is anything else I can do to help you resolve your
concerns
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just finished leaving [redacted] a voicemail on the number he provided in
this complaintI have left him my direct contact phone number and explained I am
working on his concern and am eager to help him resolve the issues with his
sofaI have also made him aware that I will be reaching out to the company
that technically ‘owns' his furniture – "Acceptance Now"My hope is that he
will return my call directly so we can open a productive line of communication
It is always important to Bobs Discount Furniture that our customers feel they
are cared for above all else
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to this customer for any inconvenience they
have experienced while working directly with the [redacted] company for their
accidental damage claim
Our records reflect that as of we scheduled one
of our service technicians to this customer's residence to perform a repair to
the best of his abilities on the damaged tableThis is normally not something
we would offer to directly service as these damages are not the result of a
factory defect and we stand behind this option as the best recourse we have to
offer our customer for this concern
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This
customer's request for resolution has been honored by a member of our Customer
Care groupAs of today (2.07.2014) our records reflect that we will be
replacing this portion of his sectional on Please extend my
apologies for the frustration that we have caused him during this product
failure
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
pass on our apologies to our customer for the poor experience they feel to have
endured overall during this purchase
Our
records indicate that the mattress protector has been canceled and refunded to
the customer's original financing accountWhile I agree with our customer that
the [redacted] fee should have been waived and will certainly follow up with out
retail location regarding the exception I feel should have been made, we are
unable to offer further recourse on an item that no longer exists on a sales
order
While we
do disclose to remove old bedding during the delivery of a new bedding sale it
is an appropriate business practice that we trust our delivery drivers to make
the determination as to whether the old bedding is toxic to the other customer's
merchandise on their truckRegardless of what the customer states the
substances are on the mattress we cannot force a person into accepting receipt
of a mattress they personally and professionally feel at risk withWe stand
behind the choice of the delivery team to remove the old foundation but not the
old mattress
As a courtesy,
I have created the necessary transaction to refund ½ of the customer's delivery
fee charged on this sales orderThe specific service of delivering the new bedding
was provided as originally promised to this customerThis may take one full
billing cycle to show up on the customer's financing account but has been fully
processed from our end
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
The Revdex.com is a mediation site
"">
They are a tool for a customer to voice a concern; they do not demand or
suggest the resolution. They do allow
the customer and the business to communicate and try to find a solution that is
mutually agreeable.
We have decided to accept the customer request for pickup
for refund. We have amended the
paperwork to reflect this offer.
Customer must call in with original credit card used- [redacted] For security purposes we are only able to see
the last four digits of the card number used.
We would need the customer to either call in or stop by one of our
stores with that card available to be able to process the refund. Please ensure this is entered before the
pickup is scheduled to enable the refund to be processed without delay. Once the credit card information is added, we
can schedule the pickup at the customer's convenience. We would process the refund to the customer's
card of the cost of the merchandise, the Goof Proof plan and the tax once the
pickup is completed.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob's Discount Furniture
Good Morning Kendra,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experiences you
have endured while seeking to get the product you purchased in its expected
conditionI completely understand your frustrations and they have been our
fault time and time againI assure you that Bobs Discount Furniture Prides
itself on providing you with the best quality merchandise for the price and in
the event we do fail our customers we strive to make it right by our customers
and earn their trust back in our business
Our records indicate that your last delivery on
was successful with the exception of the railings of your "[redacted]" bed being
refused due to what is cited as a "defect in the wood" per our delivery team's
reportIf you are seeking to keep the current bed railings that you have in
your home we can offer to provide you with a 20% discount off the cost of those
railings due to the fact that you would be agreeing to keep damaged merchandise
as isOur records indicate that the other items from your purchase have all
been delivered in good condition and regretfully we are unable to further
discount any product that stands in our customer's possession with no damage
concerns
In regards to the delivery fee of $that you paid us,
we are happy to offer this back to you in the form of a monetary refund as our
apology for the many delivery attempts you had to endure to get your merchandise
in its expected condition.
We will also offer to provide you with a Bobs Discount
Furniture Gift Card in the amount of $as a further form of our
apologiesShould you not want to utilize our delivery service in the future,
we do have many cash and carry items available in our showrooms or clearance centers
that you can use your gift card towardsThis gift card will never expire and
we would truly appreciate another opportunity to earn your trust back in our
business
In total our compensation offer is reasonably close to your
desired settlement and I apologize again that you have had to deal with so much
stress as a result of our disappointments
Please respond to me via this channel if you would like to
accept our offer and I will make the necessary arrangements to process your
compensations
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer by email directly and
also provided my direct phone numberI am seeking to help this customer
resolve their concern on a more direct basis
Thank You,
[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 the disappointment
he is currently experiencing with his productOur records indicate that this
sofa was delivered to [redacted] on and this concern was first reported to
us on At that point the Bobs Discount Furniture Warranty had expired
on the merchandise and [redacted] was granted a service at no charge by us as a
courtesy[redacted] did purchase the [redacted] protection plan which, as its name
depicts, offers coverage against accidental concerns causing damage to the
furniture
Our technician's inspection results show that while he was
in the home he repaired a leg on the sofa that had been badly scratched and
inspected the frameHe found that the frame was not cracked as a result of a
factory defect as the frame had no knot where the crack occurred and the damage
was not a ‘seasoned split'We stand behind our technicians report as if our
own eyes were in the home and while it is not appropriate for us to assume what
may have occurred to the sofa to cause such damage we felt it suitable to refer
[redacted] to the protection plan he purchased for occurrences such as thisWe do
not believe that this sofa is experiencing a factory defect and the fact
remains that the direct coverage through Bobs Discount Furniture had expired
prior to this being reported to usThese two facts combined are adequate
reasons why we are unable to offer [redacted] recourse for this concern
I have listed extreme
courtesy options below for [redacted]'s review as we do try and offer a
willingness to resolve our customer's concerns whenever possible
Option #1:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment
We will offer to provide [redacted]
with a store credit in the amount of 80%This 80% will be based off the amount
he paid for this sofa itselfHe may use this store credit to reselect and as
another extreme courtesy we will offer to cover the cost of the
new delivery fee associated with the new merchandise he selects along with the
cost of removing (and disposing since we cannot re sell it) the current
merchandise he has in the homeWe will not include a [redacted] Plan credit
here as this reselection option is being offered by Bobs and not the [redacted]
company ([redacted])
-OR-
Option #2:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment
We will offer to provide [redacted] with
a monetary refund amount of 40%This 40% will be based off the amount he paid
for the sofa itself and will void any and all responsibility [redacted] feels
is owed to him from Bobs Discount Furniture for this sofaWe will also
offer to cancel and refund the [redacted] plan [redacted] purchased in its full
amount of $A monetary refund is always processed to the original method
of payment via restrictions put in place from our systemIn this scenario we
would be refunding the financing account that [redacted] originally used and he
would be cut a direct check from the financing company associated with his
account
I apologize to [redacted] again for the
level of stress this concern has caused him to feel and I assure him it is
always our intention to place our customer's satisfaction first while keeping
in mind the importance to weigh out the needs of our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out this this customer by phone today
(4.18.2014) and I am working directly with the customer by phoneI am
currently seeking to provide her with the resolution she desires and will
contact her again by Monday (4.21.2014) to confirm the resolution we have to
resolve her concern
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please provide [redacted] with my apologies for the frustration
he has been experiencing while seeking to resolve his concerns with the Bobs
financing account he opened with usWe do expect our technicians to be honest
while in our customer's homes and while furniture is built on mass production
assembly lines it is possible to encounter a line of products with similar
defectsWe have since upgraded our Apollo line and worked with the manufacturer
to ensure that we are offering our customers the best quality available at our
valuable price points
Bobs made this failure right by our customer and refunded
the monies associated with the returned product to the financing account six
months agoThe reason [redacted] has not received a return payment is due to his
original delivery fee not being refunded to the financing accountThe payments
he previously made went towards this charge for delivering the productMy best
guess is that because the service of delivery is separate from the defective
product itself and there was no delivery failure; our customer care department
did not feel it valid in this scenario to refund the delivery fee initially
chargedI can understand how [redacted] might see this differently and as a result
of this acknowledgement I have processed a refund to his financing account in
the amount of $(Delivery fee of $+tax)The order number
associated with this refund is: [redacted] and I have mailed a
printed copy of the refund order to the address [redacted] has listed in this claim
In regards to the letter that [redacted] is seeking verifying his
account status, I would encourage him to follow up with [redacted] directly
after the final refund created today (7.25.2014) has posted to his accountIt
can take up to a full billing cycle for this to occur however in my experience
since there isn't physical inventory associated with this refund I don't expect
it to take that long
Please apologize to [redacted] again for me and please tell him if there
is anything else I can be of help with he should feel welcome to respond to me
via this channel
[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible experience you have endured
while seeking only what we promised you during the time of sale for this
reclinerI assure you that we never anticipate failing our customers by not
being able to provide them with the product they purchased on the date we
agreed toThere are no excuses for the failure you had to experience based on
our computer glitch and I apologize again to you and your wife for all the
frustration we have caused you to feel
I attempted to call you this afternoon (10.03.2014) on both
the numbers you have listed in this complaint and I was unable to reach you or
leave a message on either numberSee below for the results of each number:
###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access
code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that
has not been set up yet)
Per our policies, listed on your sales receipt, you are absolutely
entitled to a full refund of your purchase priceDue to this being an
undelivered item only our retail location can complete the processing of the
refund to youWe ask that you contact our retail location at ###-###-####
(Press #on your phone's keypad when you hear Bob's voice) to complete the
refund processing
I am also mortified that you cite to have been met with
rudeness while making your complaint and I have already begun the necessary
actions to gain access to our recordings so that I am able to properly address
the agents you allege treated you so poorlyWe may have serious coaching
concerns here and I thank you for bringing those to our attention so that we
can ensure our customers are always receiving the best care possible
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">
We are very sorry for the miscommunications.
The credit for the reselection was already created and posted to the
account. This customer is able to go to
the store and reselect as soon as they are ready. Advice the store you have a reselection
credit in the system, they will apply the credit as payment on the new
sale. They will schedule the delivery
and the pick up of this merchandise at the same time, so the customer will not
be without merchandise at any time. We
hope the customer can find a new set that they will love for many years
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with our customer [redacted] this
afternoon (7.17.2014) and I was able to offer resolutions for her concerns that
she agreed were satisfactoryBobs Discount Furniture is very sorry for the
stress and frustrations we have caused [redacted] in this case and we are thankful for the opportunity to provide our
customer with a better impression of our business
Good Afternoon
">[redacted],
I am very sorry to learn of your disappointment with the product you received from usNew wood furniture does bring a "new wood smell" with itMany consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during productionI am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual
Please see the below verbiage of our ‘Refunds and Cancellations Policy' as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up
I am perplexed as to where you are locating any information about a ‘day' or 'day' policy, if you can provide me with specific details about where this information has been presented to you I'd be happy to look into clarifying any confusion that may be present
As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of your account indicates that we created a ‘reselection credit' for you
At this time your concern is being addressed above and beyond our expressed policiesWe stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
We are very sorry for the issues this customer has endured with this
delivery
""> As this delivery was not
completed the agent submitted an arequest. These are not guaranteed, as we have to try
to add another stop on to an existing route.
This arequest was not able to be accommodated; the trucks in the
area were all at the maximum number of hours allowed by State and Federal
Department of Transportation hours
Due to this delivery not being completed we can honor
this customer's request for a pickup for full refund. This refund is approved and the customer can
either call customer care to have the exchange scheduled or have the pick up
for refund set up for our next available date
We would not be able to offer a discount as the customer
has requested. If this customer would
like to proceed with the delivery we can certainly offer compensation based on
our failure to have the delivery completed on a timely basisWe do offer
compensation based on our failures only after the delivery has been
successfully completed so that we can base the compensation on the account
details from start to finish.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
"line-height: 115%Verdana","sans-serif"">We are very sorry that this customer waited for months
for a special order color and then a piece failed. The replacement piece is available and we
have ordered it. We do have to wait for
the manufacturer to make the customer's piece to match the special order color
this customer requested.
We can certainly offer compensation for this extreme inconvenience. We can completely understand why this would
be frustrating to the customerIf this customer is willing to wait for the
new chaise to be made specifically for them, we can absolutely offer to
compensate them for this inconvenience
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I apologize that our customer feels he was provided with
such a terrible experienceI assure him that it was not the intention
of our delivery team to attempt to extort him as he allegesOur delivery teams
are professionally trained to recognize when a delivery obstacle could harm the
furniture and the residenceWe do not want to cause our customer the inconvenience
of having to deal with a property claim or a re-delivery because we stressed the
item by fitting into a space that we were unconfident withI believe our
delivery driver was only trying to help our customer using a creative option
that he had available to him via an outside serviceHad we been made aware
that the customer still expected us to assemble this merchandise after our team
left his home we absolutely would have scheduled a different delivery team to
his home to make this assembly, we apologize again that our customer was inconvenienced
at allWe did make our initial delivery failure right by re-delivering the
customers merchandise on
I can certainly understand the confusion most of our
customers seem to have with the ‘All Day Delivery Service' we run at Bobs
Discount Furniture and I assure [redacted] that we do everything in our power to
make our customer's aware of this serviceThis information is clearly listed
within our trifold and listed on the sales invoice that is provided at the time
of saleOur customer's receive three hour estimated windows of when we expect
our team to arrive and we also give our customers the information that there
are many events on the road that are beyond our controlThese events can cause
our delivery teams or technician's to arrive outside of the estimated window
We are a company built on honesty and transparency and also cite that our
timeframes our never a guarantee in the literature we provide our customers at
the time of saleWe also offer an online delivery tracker that our customer's
can use on their own to help narrow down the arrival of a technician or driver
In the event that we were able to honor our customer's request for a certain
estimated window, it is never possible to guarantee the arrival of a team or technician
due to what may happen to that vehicle or employee while on the roadPlease
know that on average we arrive within our estimated window and do not seek to
inconvenience our customers, we genuinely believe in providing our customers
with honest answers
In regards to the "damage" the customer cites is present on
the merchandise, our records reflect that the damage is a one inch scratch on
the leg of the itemBobs Discount Furniture showed our care for the customer
and this damage by offering to repair this one inch scratch[redacted]'s account
indicates that when we arrived to his home to service this on he was
not homeHis account further notes that he is refusing to accept our service
because he requires a morning time frame and due to our geographically routed
services we haven't been able to accommodate his requestIf [redacted] would
prefer we can order him a replacement leg instead of providing him a service
where he has to wait on a technician to arriveThe customer can install the
leg himself and I feel this is a good option to offer as the customer has told
us he doesn't have time to wait for a technician to come to his homeThe part
order would take anywhere from 5-business days to arrive to his residence
and should he prefer this route instead we just ask that he make us aware
I find it odd that our customer alleges ‘[redacted]' as an
unhelpful agent because our records indicate that ‘[redacted]' went out of his way
to try and get the customer added on to a date that was already closed for delivery
(the very next day to be exact) and when our routing department denied this add
on request the customer demanded to speak with ‘[redacted]' only on [redacted]
refused to work with ‘[redacted]' who was attempting to assist him on and ‘[redacted]'
actually called [redacted] back on that same day as he requestedIf [redacted] would
like I can certainly make time to review the calls that transpired between
[redacted], [redacted], and [redacted] but I maintain strong confidence that his request to
speak with Bob was met with an appropriate answer along the lines of "Bob is the face of our company and we are put in our
positions to handle these claims and any concerns our customers may have"[redacted]'s
notes point out that he did make [redacted] aware that we could discuss
compensation as a further form of apology once his merchandise concerns were
completely resolvedIt is always our goal to provide our customer's with the
original promise we made to them, which is the merchandise they purchased in
its expected conditionWe do not find discussing compensations relative until
we have successfully satisfied our customer's main concern
I do realize and acknowledge that [redacted] has
escalated his concern to this level for a reason and I am happy to work above
and beyond our policies and offer [redacted] a Bobs Discount Furniture Gift
Card in the amount he paid us for his delivery feeIf [redacted] would like to
accept this offer for compensation please ask that he make us aware through
this channel or by calling us at ###-###-#### (6:30am – 8:00pm/ Monday –Saturday)
We humbly ask all our customer's for the opportunity to earn their trust back
in our business when they feel we have failed them, we do not offer gift cards
as compensation because we seek to force another saleThis gift card will
never expire and can be used to purchase a variety of cash and carry items
should [redacted] not be comfortable
I apologize to [redacted] for any frustrations he has had
to endure during this process and look forward to helping him resolve his
concerns
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our apologies to [redacted] for the frustration
he has experienced with his purchase from usWe have tried to call [redacted] directly several times in the past two days and have been unable to reach him
to discuss this matter furtherWe have sent a written communication directly
to [redacted]s email address today (10.8.2014) in another effort to help him
resolve the concern he has with his dining room furniture
Our records indicate that one of the chairs has suffered
animal damage from a pet and we were unable to repair that damage on
due to the nature of its occurrence
We have placed a store credit in the system for our customer
that represents the cost he paid on of the dining chairs and the tableWe
are willing to work with our customer in getting him a dining room set that
fits his needs; we are just not able to accept merchandise back that has
suffered animal damage
We ask that [redacted] respond directly to the [redacted] that is assigned to his case and has emailed him [redacted] should he have any questions about this store credit, selecting his new merchandise
or the removal of the chairs and table from his residence
Good Afternoon
Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my sincerest apologies as it is clear that she has
been trying her best to work with us and we have not been providing her the
same courtesy in helping to resolve her concerns
Goof Proof
is an extremely valuable protection plan when used within the appropriate
coverage guidelinesRegretfully Goof Proof does not offer coverage for fading
marble as fading, etching, and soiling over time are all considered wear
and tear for this type of productThese facts combined with the multiple rings
on the table are being viewed as ‘accumulation of damage' by [redacted] and this
is common reason our customers receive denials to their protection claims
We are very
sorry that this customer has been experiencing such stress and truthfully after
reading this complaint I am embarrassed by the lack of care she has received from
our Customer Care Department as a wholeThis is not the way we conduct
our business as we strive to represent core values such as integrity and
responsibility every day
Please let
this customer know that we can offer to place a credit in our system for 80% of
what this customer paid for her tableOnce this credit is in our system the
customer can return to our showroom and pick a different table out or pay the
remaining 20% to receive the same table she has in her homeWe will pick up
the damaged table and bring her new table on the same date if the customer is
willing to pay a new delivery fee for her new table
Please
respond to me with this customer's acceptance or denial of this resolution as I
am eager to assist her in resolving her concern
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
rs reflected in
r: [redacted]
r: [redacted]
r: [redacted]
class="MsoNormal" "margin: 0in 0in 10pt;">I am so sorry that you were met with any inconvenience while
trying to use a credit that we promised youI have researched our system and
your address is referenced with three different accounts inside our system
These accounts have two different names on them – one is: [redacted] and the
other is [redacted]One account is located in our older ‘View Only' system from
and the other two accounts are located within our current operating
systemI was able to find a $credit under [redacted]'S name and account
Our records reflect this credit was entered on To use this credit
you would only need to provide your sales person with this internal reference
number: [redacted]Is the $credit the credit you were looking for in
filing this complaint? If not, please respond to me and I will continue to
research your accounts in search of what you seek
I would suggest that when making future purchases with us you save
your sales order receipts and paperwork associated with that purchaseSince
you have three different accounts under the two different names if you need to
call us for service or questions it will help us not waste any more of your
valuable time if we are aware what sales order number you are calling in mention
to
For your records here are the three c
our systems for your address:
Older System: There is a purchase and a return from
located within this account and it is in [redacted]'s name: c
Current System: (Your Name): This contains a financing
account through [redacted] but not open sales orders as of yet: c
Current System: ([redacted]'s name): This
contains the $credit but no other sales orders: c
I apologize again for the frustrations we caused you, please
let me know if there is anything else I can do to help you resolve your
concerns
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have just finished leaving [redacted] a voicemail on the number he provided in
this complaintI have left him my direct contact phone number and explained I am
working on his concern and am eager to help him resolve the issues with his
sofaI have also made him aware that I will be reaching out to the company
that technically ‘owns' his furniture – "Acceptance Now"My hope is that he
will return my call directly so we can open a productive line of communication
It is always important to Bobs Discount Furniture that our customers feel they
are cared for above all else
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to this customer for any inconvenience they
have experienced while working directly with the [redacted] company for their
accidental damage claim
Our records reflect that as of we scheduled one
of our service technicians to this customer's residence to perform a repair to
the best of his abilities on the damaged tableThis is normally not something
we would offer to directly service as these damages are not the result of a
factory defect and we stand behind this option as the best recourse we have to
offer our customer for this concern
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">This
customer's request for resolution has been honored by a member of our Customer
Care groupAs of today (2.07.2014) our records reflect that we will be
replacing this portion of his sectional on Please extend my
apologies for the frustration that we have caused him during this product
failure
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
pass on our apologies to our customer for the poor experience they feel to have
endured overall during this purchase
Our
records indicate that the mattress protector has been canceled and refunded to
the customer's original financing accountWhile I agree with our customer that
the [redacted] fee should have been waived and will certainly follow up with out
retail location regarding the exception I feel should have been made, we are
unable to offer further recourse on an item that no longer exists on a sales
order
While we
do disclose to remove old bedding during the delivery of a new bedding sale it
is an appropriate business practice that we trust our delivery drivers to make
the determination as to whether the old bedding is toxic to the other customer's
merchandise on their truckRegardless of what the customer states the
substances are on the mattress we cannot force a person into accepting receipt
of a mattress they personally and professionally feel at risk withWe stand
behind the choice of the delivery team to remove the old foundation but not the
old mattress
As a courtesy,
I have created the necessary transaction to refund ½ of the customer's delivery
fee charged on this sales orderThe specific service of delivering the new bedding
was provided as originally promised to this customerThis may take one full
billing cycle to show up on the customer's financing account but has been fully
processed from our end
Sincerely,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
The Revdex.com is a mediation site
"">
They are a tool for a customer to voice a concern; they do not demand or
suggest the resolution. They do allow
the customer and the business to communicate and try to find a solution that is
mutually agreeable.
We have decided to accept the customer request for pickup
for refund. We have amended the
paperwork to reflect this offer.
Customer must call in with original credit card used- [redacted] For security purposes we are only able to see
the last four digits of the card number used.
We would need the customer to either call in or stop by one of our
stores with that card available to be able to process the refund. Please ensure this is entered before the
pickup is scheduled to enable the refund to be processed without delay. Once the credit card information is added, we
can schedule the pickup at the customer's convenience. We would process the refund to the customer's
card of the cost of the merchandise, the Goof Proof plan and the tax once the
pickup is completed.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob's Discount Furniture
Good Morning Kendra,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for the terrible delivery experiences you
have endured while seeking to get the product you purchased in its expected
conditionI completely understand your frustrations and they have been our
fault time and time againI assure you that Bobs Discount Furniture Prides
itself on providing you with the best quality merchandise for the price and in
the event we do fail our customers we strive to make it right by our customers
and earn their trust back in our business
Our records indicate that your last delivery on
was successful with the exception of the railings of your "[redacted]" bed being
refused due to what is cited as a "defect in the wood" per our delivery team's
reportIf you are seeking to keep the current bed railings that you have in
your home we can offer to provide you with a 20% discount off the cost of those
railings due to the fact that you would be agreeing to keep damaged merchandise
as isOur records indicate that the other items from your purchase have all
been delivered in good condition and regretfully we are unable to further
discount any product that stands in our customer's possession with no damage
concerns
In regards to the delivery fee of $that you paid us,
we are happy to offer this back to you in the form of a monetary refund as our
apology for the many delivery attempts you had to endure to get your merchandise
in its expected condition.
We will also offer to provide you with a Bobs Discount
Furniture Gift Card in the amount of $as a further form of our
apologiesShould you not want to utilize our delivery service in the future,
we do have many cash and carry items available in our showrooms or clearance centers
that you can use your gift card towardsThis gift card will never expire and
we would truly appreciate another opportunity to earn your trust back in our
business
In total our compensation offer is reasonably close to your
desired settlement and I apologize again that you have had to deal with so much
stress as a result of our disappointments
Please respond to me via this channel if you would like to
accept our offer and I will make the necessary arrangements to process your
compensations
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer by email directly and
also provided my direct phone numberI am seeking to help this customer
resolve their concern on a more direct basis
Thank You,
[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 the disappointment
he is currently experiencing with his productOur records indicate that this
sofa was delivered to [redacted] on and this concern was first reported to
us on At that point the Bobs Discount Furniture Warranty had expired
on the merchandise and [redacted] was granted a service at no charge by us as a
courtesy[redacted] did purchase the [redacted] protection plan which, as its name
depicts, offers coverage against accidental concerns causing damage to the
furniture
Our technician's inspection results show that while he was
in the home he repaired a leg on the sofa that had been badly scratched and
inspected the frameHe found that the frame was not cracked as a result of a
factory defect as the frame had no knot where the crack occurred and the damage
was not a ‘seasoned split'We stand behind our technicians report as if our
own eyes were in the home and while it is not appropriate for us to assume what
may have occurred to the sofa to cause such damage we felt it suitable to refer
[redacted] to the protection plan he purchased for occurrences such as thisWe do
not believe that this sofa is experiencing a factory defect and the fact
remains that the direct coverage through Bobs Discount Furniture had expired
prior to this being reported to usThese two facts combined are adequate
reasons why we are unable to offer [redacted] recourse for this concern
I have listed extreme
courtesy options below for [redacted]'s review as we do try and offer a
willingness to resolve our customer's concerns whenever possible
Option #1:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment
We will offer to provide [redacted]
with a store credit in the amount of 80%This 80% will be based off the amount
he paid for this sofa itselfHe may use this store credit to reselect and as
another extreme courtesy we will offer to cover the cost of the
new delivery fee associated with the new merchandise he selects along with the
cost of removing (and disposing since we cannot re sell it) the current
merchandise he has in the homeWe will not include a [redacted] Plan credit
here as this reselection option is being offered by Bobs and not the [redacted]
company ([redacted])
-OR-
Option #2:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment
We will offer to provide [redacted] with
a monetary refund amount of 40%This 40% will be based off the amount he paid
for the sofa itself and will void any and all responsibility [redacted] feels
is owed to him from Bobs Discount Furniture for this sofaWe will also
offer to cancel and refund the [redacted] plan [redacted] purchased in its full
amount of $A monetary refund is always processed to the original method
of payment via restrictions put in place from our systemIn this scenario we
would be refunding the financing account that [redacted] originally used and he
would be cut a direct check from the financing company associated with his
account
I apologize to [redacted] again for the
level of stress this concern has caused him to feel and I assure him it is
always our intention to place our customer's satisfaction first while keeping
in mind the importance to weigh out the needs of our business
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out this this customer by phone today
(4.18.2014) and I am working directly with the customer by phoneI am
currently seeking to provide her with the resolution she desires and will
contact her again by Monday (4.21.2014) to confirm the resolution we have to
resolve her concern
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison