Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry to learn of all the disappointment you experienced with this
purchaseI completely understand your frustrations with having to wait to get
your merchandise after you were promised it would be delivered on two separate
occasionsI further apologize that you feel let down in regards to choosing
Bobs Discount Furniture as the retailer where you would finally make your
bedding purchase, I assure you that we care very much for our customers and the
behavior you received when communicating your concerns to us is behavior that
we consider absolutely intolerableOur customers are the most important part
of our business and we recognize that we must ensure your satisfaction
Our
records reflect that you made this purchase through the ‘Acceptance Now'
company/purchasing optionRegretfully refunding your delivery fee in a
monetary form would not be possible as you did not purchase directly through
Bobs Discount FurnitureThe only company who has received any revenue from you
thus far is ‘Acceptance Now'
Please
review the first page of your signed agreement from ‘Acceptance Now' as this
page depicts that you are currently leasing this merchandise and ‘Acceptance
Now' is the actual owner of this product through the length of term listed on
this agreementPlease know that I agree with your concerns wholeheartedly and
while we are unable to control certain events like winter weather, I do feel
that you deserve compensation as a further apology for the stress we have
caused you during this purchase and delivery processWe are able to offer you
a $(the price you paid for delivery) Bobs Discount Furniture Gift Card as
a form of further apology for your concernsThis gift card will never expire
and can be used to purchase cash and carry or ‘Pit'/Clearance items should you
feel you would rather not accept a delivery again from usPlease respond to me
and let me know if you will accept this option for resolution as I am eager to
help resolve your concerns
I
am so sorry that you had to heighten your concerns to this level to ensure they
were properly recognized and I truly appreciate you taking your time to make
this complaint so we can continue to improve our overall customer experience
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you are experiencing issues with the
product you have purchased from Bobs Discount FurnitureI assure you that Bobs
considers our customers to be the most important part of our business and we
seek to resolve our customer's concerns by applying care and offering fair
options
I have mailed you (to the address you have listed in this
complaint) a copy of the [redacted] plan/terms and conditions your merchandise maintains
coverage under and I am very sorry that it has taken this long to obtain these
documents
I have also reached out to the [redacted] company to see why
your claim was denied so I may have all the facts to assist you furtherAs I
await their response with your claim details, I ask that you forward me current
photos of your merchandise and the concerns you have with itPlease send a minimum
of (2) photo(s) that depict an overall view on the pieces themselves so we may as the condition your merchandise has been upheld in as well as the damage
If you'd like you may send me these photos through this channel or directly to
me at [redacted]
I look forward to finding an avenue to resolve your
merchandise concerns and earn your trust back in our business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am so sorry that you haven't
been able to find resolution with your Goof Proof protection plan; I can
certainly understand your frustrations and assure you that Bobs Discount
Furniture cares about every customer's concern
The time of sale is an extremely
exciting experience, not only for you but for your sales person as wellI
truly apologize if a misunderstanding with the Goof Proof plan occurred at that
time and I assure you our intentions were never to mislead youThe protection
plan is an enormously valuable return on your investment when used with the
appropriate guidelines
I apologize that you weren't sent
out the terms and conditions sheet from the ‘[redacted] Company' shortly after receiving
your deliveryHad you requested this information from Bobs we would have
provided it to as soon as possibleAs [redacted] is a third party company from
Bobs we do not know when a customer is experiencing concerns with this company
until our customer reports these concerns directly to usI can also send a copy
of the [redacted] contract to your home if this is something you'd like now for
your referenceWe agree with you that we should educate our customers more on
the protection plan we sell and this is why we have upgraded our website to
have a specific link just for frequently asked questions about Goof ProofLike
many other protection plans offered on electronics or automobiles there are
specific guidelines and exclusionsIn order to remain fair to all our
customers there are certain scenarios which are not covered
In an effort to try and resolve
your concerns I have done extensive research on your account, including
speaking with the [redacted] company to get a copy of the report you initially
gaveI was hoping to try and dispute the denial result you were given however
after reading the report there are several instances that make disputing
difficultThe report you provided to [redacted] outlines a mass amount of
damages to several different pieces of merchandise caused from nail polish
Accumulated damages are not covered as it is reasonable to ask that the
customer keep the merchandise in good condition prior to filing a claim for an
accidental occurrence
Another reason for the denial
result is that there is no realistic explanation for how this much nail polish
became present on this many pieces of furniture during one accidental occurrence
Based on the outcome of the [redacted] company covering a one time replacement of
your furniture, requiring this information is not a lot to ask of the consumer
Is it possible for you to provide an explanation of how this accident occurred
that matches the amount of damages present?
[redacted], it is exceedingly
important to me that you grasp the level of care Bobs Discount Furniture has
for our customers and their furnitureI promise you I am looking into every
angle to try and find some type of resolution for your concernsAccumulated
customer caused damage is normally an immediate denial with any retailer
regardless if it is a furniture purchase.
In an effort to explore all avenues and help you with the highest level
of excellence, I will ask that you send me current photos of your dresser,
chest, and nightstandPlease send a minimum of six (6) photos so I have full
knowledge of the condition of your setPlease take one (1) photo of each item
from a distance and one (1) photo of each item's damage up closeAfter
receiving these photos I can respond to you with what, if any, options we may
have for recourseThank you for your patience with us and I apologize again
that these issues have taken up so much of your valuable time
I look forward to hearing from
you soon and reviewing your photos
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your [redacted]I assure that this plan is extremely valuable when used within
the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended
to cover multiple occurrences of damage as the detailed contract and the sales
flyer, we provide at the time of sale, indicatesThis plan is for coverage on one
time incidents only and I have included the complete contract and the sales flyer
you were provided as attachments for everyone's review
I do apologize that the third party company who manages this
plan did not apply any care and empathy to your case when you initially called
and I'll be happy to review your case in more detail directly from Bobs
Discount Furniture should you be able to supply me with the following photos
thru this Revdex.com channel:
(1)
Photo of the affected item from a distance
(1)
Photo of the affected item showing the ‘milk
stain' at close range
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental occurrence
of damage being reportedShould your merchandise prove to be in overall good
condition besides this damage we will look into what, if anything, we are able
to offer you for recourse directly through Bobs Discount Furniture
Our records do indicate that we are scheduled to come to
your residence to replace a slat on so in all reality Bobs Discount
Furniture has been caring for you as our customer[redacted], the company that
manages the accidental portion of your protection plan is separate from Bobs and
we are unable to overturn another company's decision on their own coverage
guidelines
I look forward to the receipt of your photos thru this Revdex.com
website so that I can continue to offer you assistance
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass my apologies to this
customer as it is obvious that we failed him on multiple levelsRegretfully
this customer has already been refunded for his full purchase price as he has
chosen to fully cancel the sales order he had open with usI certainly
understand the reason why he has chosen to purchase furniture elsewhere and I do
hope this customer will give us another chance to earn his business back in the
futureIf this customer would like to provide me feedback directly on how we
can improve our entire operation I would be grateful for the opportunity to
listen to himPlease provide him my direct email address to use should he see
fit
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I spoke with [redacted] by phone today (7.16.2014) and have
initiated replacement options for resolution using the valuable protection plan
that [redacted] purchased from usI do feel that we failed [redacted] in not providing
her with the best customer care possible and I am very grateful for the
opportunity she has provided us to make this right
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I am not certain when this complaint was originally sent to
you however our records reflect that on our customer has received the
resolution sought directly through Bobs Discount FurnitureI apologize that
our customer was experiencing any difficulty in using the Goof Proof PlanWe absolutely
honor the value of the products we sell and as an example of that our records
indicate that this customer's Goof Proof plan was used to cover the complete
cost of replacing the product which is a cost far greater then the revenue
collected from this plan
We do not deny that there are other complaints regarding the
Goof Proof coverage we sell but in all reality I answer these complaints and
the majority of these concerns originate from consumers not fully educating
themselves on what the protection they selected to purchase actually coversWe
welcome any inquiries from our customer prior to them contacting the third
party company that manages their protection plan so we may have the opportunity
to fully educate them if they have not reviewed the terms and conditions of
their planThe time of sale is meant to be an exciting time focused on our
customer's enthusiasm and needs Therefore, we do not expect our sales
professionals to overwhelm our customers when offering additional productsWe
provide a brief and informative description of our protection plan and it is
always an optional buy
Please advise me if our customer has any further concerns or
questions that I can be of assistance with at this time and I apologize again
that our customer experienced any stress while seeking resolution for this
concern
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my sincerest apologies for the failures she has
enduredWe have also received her message to our corporate office and in an
effort to make our failures right we placed this customer first and added her
merchandise onto a delivery truck for todayOur records reflect that the
customer's remaining items were delivered today (3.03.2014) with no other
issuesPlease let me know if further resolution is needed on this account
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
"margin: 0in 0in 0pt;">
I
apologize that you experienced a product defect with the original table we
delivered to youI can certainly understand and empathize with your
frustration and assure you that as a business we are seeking to satisfy your
concern to the best of our ability
Most
furniture today is built on an assembly line and defects in workmanship can
occur during the production processOur goal as a furniture retailer is to
take responsibility for such an occurrence and make it right by delivering you
the product you selected in its expected condition
We
currently have a resolution in place to provide you with a non defective table
as our records indicate that we have offered to bring you a factory fresh model
of the table you selected
As
you indicated, our products are guaranteed to be free from defects directly
through our company for a period of one yearOn the second page of your
invoice (this is commonly signed by the purchaser prior to leaving the store)
please note that our Service Policy signifies that if our technician determines
that the defect is not serviceable a replacement of the affected item will be
scheduled
I
apologize that a monetary refund is not an option for resolution pertaining to
your table concern and as a business we have several options for recourse
available to make this right for youWe are happy to schedule the even
exchange or offer you the
opportunity to select another table set from our extensive line up
As
a retailer our policies and procedures are put in place, disclosed at the time
of sale whether verbally or in writing, and honored in order to keep all things
fair for all consumers alikeWe are more than willing to help you resolve this
concern and look forward to being able to schedule an even exchange of your
table or set you up with a store credit for reselection purposes
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer directly today
(4.30.2014) by email in order to assist her further in resolving her concernsI
have also provided her my direct phone number in the case [redacted] prefers phone
communication
See my email to our customer (below):
Good Morning [redacted],
My name is [redacted] and I work for Bobs Discount
Furniture as a Customer Care Corporate LiaisonI have recently received your
request for follow up from the Revdex.com and would like the opportunity
to assist you directly to resolve your concernsI am very sorry for the run
around you have received and the unprofessional behavior that you witnessed in
our office while trying to get your initial concerns resolvedI am extremely
embarrassed about the impression you have of our business and I would like to
do anything I can to change that impression to a positive experience
As of 4.24.2014, I believe the monetary aspects of your
account should have been satisfied and at this point I can discuss the options
for compensation that we have available to youIf this is not the case and you
are not aware of the monetary issues begin corrected please let me know and I
will speak with my Accounting Department to get the full details of what we did
to correct your balances and send them your way for conformation
I am very sorry again that you have had to deal with so much
stress because of our mistakes, I agree with you 100% that you should have been
properly educated on what you were buying before you actually made the
purchaseWe do not want to disappoint you further and I am eager to receive
your response so I can resolve your concerns
If you prefer phone communication my direct number is listed
below –please feel welcome to contact me via email or phone
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly by email
tonight (3.20.2014) to provide her with some options for resolution
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so
sorry to learn of our customer's poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven't been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the latter part of November
We have
the current options available for recourse in relation to this customer's
concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
deliveryWe will give the customer the store credit of what they paid plus 10%
to use towards a different item plus the credit of delivery charge
·
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about and we will return 5% of the customer's merchandise purchase
price plus the delivery charge- after the delivery has been successfully completed
to the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or disappoint
our customer
Please
note – This sales order remains unscheduled at this time as our records
indicate we were told by a "Vivian" to leave it that way on
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer via the telephone number providedI have
left a voice mail message with my direct contact number in the hope I will hear
from the customer soon to discuss this concern
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to [redacted] by phone today (6.05.2014) and
provided her with my direct phone number for follow upAt this time we are
scheduled to deliver to [redacted] tomorrow (6.06.2014) and service her merchandise
on I have made [redacted] aware that we can discuss compensation upon conclusion
of her service as we want to ensure our customer is completely satisfied prior
to discussing the compensation we are able to offerWhile it is not our
procedure to do so, I realize that we have failed our customer and caused many
unnecessary inconveniences and for this reason we are able to work above and
beyond our policies and offer compensation in the form of a monetary
refundI have apologized to [redacted] and explained that regretfully we are unable
to compensate for an individual's specific time and can make offers based off
the money she has paid to us for her sales order
We are also willing to approve [redacted]'s request to remove the
furniture for refund as she has depicted in the ‘desired settlement' section of
this claimWe would most certainly prefer to keep our customer's valued
business however Bob's is a company that puts our customer first and we feel terrible
that [redacted] has had to endure this much stress as a result of our letdowns
Thank you
for providing us with an opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the disappointment
you experienced with this purchase and I assure you that it is never our
intention to continually fail our customers while not being able to provide
them with the original promise we madeI absolutely understand your frustration
seeing how we let you down on multiple occasions and I cannot apologize enough
for the obvious coaching concerns we have on our endI am truly embarrassed
after reading your complaint and thank you for bringing this complaint to our
escalated attention so that we can continue to grow and improve our customer's
overall experience
Our records indicate that the table base
was removed from your home on and successfully refunded to your
original method of payment by our Accounting TeamOur records also indicate
that the monies from the table top were processed back to your original method
of payment as well
I pledge to you that our Customer Care
Agents would not intentionally lie to you about scheduling delivery dates and
the availability they saw on their computer screensI can understand from your
point of view why you would have this impression and it is certainly a failure
we own when our inventory system reads incorrectly or a shipment from a vendor
is delayedThere is no excuse that will outline why we were unable to catch
this glitch or why the automated system went off without us actually having
stock to load for delivery
As your account indicates that your
complaint has been addressed and accounted for we would like to offer you a
further form of apology from us as we ultimately wish to earn your trust back
in our businessIf you would like to accept it, we can mail a Bobs Discount
Furniture Gift Card to your home in the amount of $We humbly ask that
you provide us with an opportunity to discount a future purchase with this gift
card or it can be used within any of our showrooms on the various accessory
items we sell for cash and carry
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to [redacted] via telephone today (7.29.2014)
Bobs Discount Furniture cares very much for every one of our customers and we
appreciate the opportunity to exemplify that when ever it is possibleI am
awaiting an email conformation with photo(s) from our customer so that I may adequately
verify [redacted]'s concerns and further research what options for resolution we
have available to offer our customerUpon verifying this I will proceed to
process a resolution that [redacted] agrees is satisfactory for this concern
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
We are very sorry that the delivery did not go as it should have
""> We did complete the set up of the bed today
Thursday 9.8.16. The team found there
was cosmetic damage on one piece, which has been set up for exchange next
week. We will certainly be able to offer
compensation once the pieces in the home are in showroom quality.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have such little faith in our company
and our willingness to help you solve your concernsI assure you that we care
very much for our customers and always work to offer an option for resolution
that is fair for both parties when all facts are considered
Our records indicate that you first reported the concern
with your living room furniture to us on 8.25.2014, nearly three years after
you received and had been using this merchandiseAs you cite this merchandise
started showing this concern very early on it is hard to believe that you let
it go for years unreportedOur records also indicate that you had a service professional
out to your home in August of for a different concern and our records don't
indicate that the seams separating were a problem in 2012; we then paid to replace
your product for you as a courtesy even though our service professional determined
that there was no manufacturer defect with your productWe stand behind the
quality of our product and while I agree with the last technician sent to your
home (on 9.10.2014) that your sofa is experiencing these concerns as a result
of many years of use (wear and tear) we are willing to make you a fair
offer for resolution that balances both the needs of our valued customer and
our business
We will offer you a 50% store credit (based on the price you
originally paid for these items) on the piece sectional, the matching
ottoman, and the matching accent chairWe will also offer to cover the cost of
delivering the new set you select and removing the current merchandise in your
home which in all reality is a major cost for any business to offer to incur
We will also include a prorated (based on years) credit for the Goof Proof Plan
you purchased in this offer
In regards to the king size bed delivered to you on
(nearly two years ago), our records show absolutely no report
of any concern on this bedI checked our service report from our last visit
earlier this month and I couldn't find any reported concerns regarding this bed
there eitherWe do not place different versions of the merchandise we stock in
our warehouse in our showroomsWe are a retailer and for an accusation like
this to be true every single vendor we work with, from various parts of the world,
would have to literally build two different models of merchandise to ship out
to the hundreds of retailers they sell to nationwideEven though we haven't
determined any defect with this bed and you are just now reporting your concern
in workmanship after several years of use we will offer you the same courtesy
as we have on the living room furniture (50% credit based on the price you paid
for the headboard, footboard, rails, prorated Goof Proof credit based on years,
no new delivery fee on the new sale which includes assembly, and removal of the
current headboard, footboard, and railings you have)
I apologize to you again [redacted] that you are so disappointed in
the product you have purchased from usIf you would like to accept these
offers please respond to me via this Revdex.com channel and I will create the credits
and have our retail location follow up with you directly
Kind Regards,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer for our
failings. I do not see that any request
for a Breakfast with Bob's was entered until the customer received her
timeframe call, two days before. At that
point it was too late to have it re-routed.
I understand this customer may have been lead to believe they were
locked in, but that was incorrect. For
this failure we will absolutely be able to offer compensation. I am offering to compensate this customer for
the Bob's failures as a $gift card. I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer's trust back and proving to our customer that delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology
Kindest Regards,
Tracy S[redacted]
Customer Care Corporate Liaison
Bob's Discount Furniture
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
she has endured during this furniture purchaseI have spoken to our customer
today (10.29.2014) and scheduled the delivery of her merchandise for
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry to learn of all the disappointment you experienced with this
purchaseI completely understand your frustrations with having to wait to get
your merchandise after you were promised it would be delivered on two separate
occasionsI further apologize that you feel let down in regards to choosing
Bobs Discount Furniture as the retailer where you would finally make your
bedding purchase, I assure you that we care very much for our customers and the
behavior you received when communicating your concerns to us is behavior that
we consider absolutely intolerableOur customers are the most important part
of our business and we recognize that we must ensure your satisfaction
Our
records reflect that you made this purchase through the ‘Acceptance Now'
company/purchasing optionRegretfully refunding your delivery fee in a
monetary form would not be possible as you did not purchase directly through
Bobs Discount FurnitureThe only company who has received any revenue from you
thus far is ‘Acceptance Now'
Please
review the first page of your signed agreement from ‘Acceptance Now' as this
page depicts that you are currently leasing this merchandise and ‘Acceptance
Now' is the actual owner of this product through the length of term listed on
this agreementPlease know that I agree with your concerns wholeheartedly and
while we are unable to control certain events like winter weather, I do feel
that you deserve compensation as a further apology for the stress we have
caused you during this purchase and delivery processWe are able to offer you
a $(the price you paid for delivery) Bobs Discount Furniture Gift Card as
a form of further apology for your concernsThis gift card will never expire
and can be used to purchase cash and carry or ‘Pit'/Clearance items should you
feel you would rather not accept a delivery again from usPlease respond to me
and let me know if you will accept this option for resolution as I am eager to
help resolve your concerns
I
am so sorry that you had to heighten your concerns to this level to ensure they
were properly recognized and I truly appreciate you taking your time to make
this complaint so we can continue to improve our overall customer experience
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
s the condition your merchandise has been upheld in as well as the damage
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you are experiencing issues with the
product you have purchased from Bobs Discount FurnitureI assure you that Bobs
considers our customers to be the most important part of our business and we
seek to resolve our customer's concerns by applying care and offering fair
options
I have mailed you (to the address you have listed in this
complaint) a copy of the [redacted] plan/terms and conditions your merchandise maintains
coverage under and I am very sorry that it has taken this long to obtain these
documents
I have also reached out to the [redacted] company to see why
your claim was denied so I may have all the facts to assist you furtherAs I
await their response with your claim details, I ask that you forward me current
photos of your merchandise and the concerns you have with itPlease send a minimum
of (2) photo(s) that depict an overall view on the pieces themselves so we may
a
If you'd like you may send me these photos through this channel or directly to
me at [redacted]
I look forward to finding an avenue to resolve your
merchandise concerns and earn your trust back in our business
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I am so sorry that you haven't
been able to find resolution with your Goof Proof protection plan; I can
certainly understand your frustrations and assure you that Bobs Discount
Furniture cares about every customer's concern
The time of sale is an extremely
exciting experience, not only for you but for your sales person as wellI
truly apologize if a misunderstanding with the Goof Proof plan occurred at that
time and I assure you our intentions were never to mislead youThe protection
plan is an enormously valuable return on your investment when used with the
appropriate guidelines
I apologize that you weren't sent
out the terms and conditions sheet from the ‘[redacted] Company' shortly after receiving
your deliveryHad you requested this information from Bobs we would have
provided it to as soon as possibleAs [redacted] is a third party company from
Bobs we do not know when a customer is experiencing concerns with this company
until our customer reports these concerns directly to usI can also send a copy
of the [redacted] contract to your home if this is something you'd like now for
your referenceWe agree with you that we should educate our customers more on
the protection plan we sell and this is why we have upgraded our website to
have a specific link just for frequently asked questions about Goof ProofLike
many other protection plans offered on electronics or automobiles there are
specific guidelines and exclusionsIn order to remain fair to all our
customers there are certain scenarios which are not covered
In an effort to try and resolve
your concerns I have done extensive research on your account, including
speaking with the [redacted] company to get a copy of the report you initially
gaveI was hoping to try and dispute the denial result you were given however
after reading the report there are several instances that make disputing
difficultThe report you provided to [redacted] outlines a mass amount of
damages to several different pieces of merchandise caused from nail polish
Accumulated damages are not covered as it is reasonable to ask that the
customer keep the merchandise in good condition prior to filing a claim for an
accidental occurrence
Another reason for the denial
result is that there is no realistic explanation for how this much nail polish
became present on this many pieces of furniture during one accidental occurrence
Based on the outcome of the [redacted] company covering a one time replacement of
your furniture, requiring this information is not a lot to ask of the consumer
Is it possible for you to provide an explanation of how this accident occurred
that matches the amount of damages present?
[redacted], it is exceedingly
important to me that you grasp the level of care Bobs Discount Furniture has
for our customers and their furnitureI promise you I am looking into every
angle to try and find some type of resolution for your concernsAccumulated
customer caused damage is normally an immediate denial with any retailer
regardless if it is a furniture purchase.
In an effort to explore all avenues and help you with the highest level
of excellence, I will ask that you send me current photos of your dresser,
chest, and nightstandPlease send a minimum of six (6) photos so I have full
knowledge of the condition of your setPlease take one (1) photo of each item
from a distance and one (1) photo of each item's damage up closeAfter
receiving these photos I can respond to you with what, if any, options we may
have for recourseThank you for your patience with us and I apologize again
that these issues have taken up so much of your valuable time
I look forward to hearing from
you soon and reviewing your photos
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your [redacted]I assure that this plan is extremely valuable when used within
the appropriate guidelines that the plan denouncesThe [redacted] Plan is not intended
to cover multiple occurrences of damage as the detailed contract and the sales
flyer, we provide at the time of sale, indicatesThis plan is for coverage on one
time incidents only and I have included the complete contract and the sales flyer
you were provided as attachments for everyone's review
I do apologize that the third party company who manages this
plan did not apply any care and empathy to your case when you initially called
and I'll be happy to review your case in more detail directly from Bobs
Discount Furniture should you be able to supply me with the following photos
thru this Revdex.com channel:
(1)
Photo of the affected item from a distance
(1)
Photo of the affected item showing the ‘milk
stain' at close range
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental occurrence
of damage being reportedShould your merchandise prove to be in overall good
condition besides this damage we will look into what, if anything, we are able
to offer you for recourse directly through Bobs Discount Furniture
Our records do indicate that we are scheduled to come to
your residence to replace a slat on so in all reality Bobs Discount
Furniture has been caring for you as our customer[redacted], the company that
manages the accidental portion of your protection plan is separate from Bobs and
we are unable to overturn another company's decision on their own coverage
guidelines
I look forward to the receipt of your photos thru this Revdex.com
website so that I can continue to offer you assistance
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass my apologies to this
customer as it is obvious that we failed him on multiple levelsRegretfully
this customer has already been refunded for his full purchase price as he has
chosen to fully cancel the sales order he had open with usI certainly
understand the reason why he has chosen to purchase furniture elsewhere and I do
hope this customer will give us another chance to earn his business back in the
futureIf this customer would like to provide me feedback directly on how we
can improve our entire operation I would be grateful for the opportunity to
listen to himPlease provide him my direct email address to use should he see
fit
[redacted]
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I spoke with [redacted] by phone today (7.16.2014) and have
initiated replacement options for resolution using the valuable protection plan
that [redacted] purchased from usI do feel that we failed [redacted] in not providing
her with the best customer care possible and I am very grateful for the
opportunity she has provided us to make this right
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I am not certain when this complaint was originally sent to
you however our records reflect that on our customer has received the
resolution sought directly through Bobs Discount FurnitureI apologize that
our customer was experiencing any difficulty in using the Goof Proof PlanWe absolutely
honor the value of the products we sell and as an example of that our records
indicate that this customer's Goof Proof plan was used to cover the complete
cost of replacing the product which is a cost far greater then the revenue
collected from this plan
We do not deny that there are other complaints regarding the
Goof Proof coverage we sell but in all reality I answer these complaints and
the majority of these concerns originate from consumers not fully educating
themselves on what the protection they selected to purchase actually coversWe
welcome any inquiries from our customer prior to them contacting the third
party company that manages their protection plan so we may have the opportunity
to fully educate them if they have not reviewed the terms and conditions of
their planThe time of sale is meant to be an exciting time focused on our
customer's enthusiasm and needs Therefore, we do not expect our sales
professionals to overwhelm our customers when offering additional productsWe
provide a brief and informative description of our protection plan and it is
always an optional buy
Please advise me if our customer has any further concerns or
questions that I can be of assistance with at this time and I apologize again
that our customer experienced any stress while seeking resolution for this
concern
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my sincerest apologies for the failures she has
enduredWe have also received her message to our corporate office and in an
effort to make our failures right we placed this customer first and added her
merchandise onto a delivery truck for todayOur records reflect that the
customer's remaining items were delivered today (3.03.2014) with no other
issuesPlease let me know if further resolution is needed on this account
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
"margin: 0in 0in 0pt;">
I
apologize that you experienced a product defect with the original table we
delivered to youI can certainly understand and empathize with your
frustration and assure you that as a business we are seeking to satisfy your
concern to the best of our ability
Most
furniture today is built on an assembly line and defects in workmanship can
occur during the production processOur goal as a furniture retailer is to
take responsibility for such an occurrence and make it right by delivering you
the product you selected in its expected condition
We
currently have a resolution in place to provide you with a non defective table
as our records indicate that we have offered to bring you a factory fresh model
of the table you selected
As
you indicated, our products are guaranteed to be free from defects directly
through our company for a period of one yearOn the second page of your
invoice (this is commonly signed by the purchaser prior to leaving the store)
please note that our Service Policy signifies that if our technician determines
that the defect is not serviceable a replacement of the affected item will be
scheduled
I
apologize that a monetary refund is not an option for resolution pertaining to
your table concern and as a business we have several options for recourse
available to make this right for youWe are happy to schedule the even
exchange or offer you the
opportunity to select another table set from our extensive line up
As
a retailer our policies and procedures are put in place, disclosed at the time
of sale whether verbally or in writing, and honored in order to keep all things
fair for all consumers alikeWe are more than willing to help you resolve this
concern and look forward to being able to schedule an even exchange of your
table or set you up with a store credit for reselection purposes
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer directly today
(4.30.2014) by email in order to assist her further in resolving her concernsI
have also provided her my direct phone number in the case [redacted] prefers phone
communication
See my email to our customer (below):
Good Morning [redacted],
My name is [redacted] and I work for Bobs Discount
Furniture as a Customer Care Corporate LiaisonI have recently received your
request for follow up from the Revdex.com and would like the opportunity
to assist you directly to resolve your concernsI am very sorry for the run
around you have received and the unprofessional behavior that you witnessed in
our office while trying to get your initial concerns resolvedI am extremely
embarrassed about the impression you have of our business and I would like to
do anything I can to change that impression to a positive experience
As of 4.24.2014, I believe the monetary aspects of your
account should have been satisfied and at this point I can discuss the options
for compensation that we have available to youIf this is not the case and you
are not aware of the monetary issues begin corrected please let me know and I
will speak with my Accounting Department to get the full details of what we did
to correct your balances and send them your way for conformation
I am very sorry again that you have had to deal with so much
stress because of our mistakes, I agree with you 100% that you should have been
properly educated on what you were buying before you actually made the
purchaseWe do not want to disappoint you further and I am eager to receive
your response so I can resolve your concerns
If you prefer phone communication my direct number is listed
below –please feel welcome to contact me via email or phone
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have reached out to this customer directly by email
tonight (3.20.2014) to provide her with some options for resolution
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so
sorry to learn of our customer's poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven't been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the latter part of November
We have
the current options available for recourse in relation to this customer's
concern:
Either:
·
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
deliveryWe will give the customer the store credit of what they paid plus 10%
to use towards a different item plus the credit of delivery charge
·
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about and we will return 5% of the customer's merchandise purchase
price plus the delivery charge- after the delivery has been successfully completed
to the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or disappoint
our customer
Please
note – This sales order remains unscheduled at this time as our records
indicate we were told by a "Vivian" to leave it that way on
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have reached out to this customer via the telephone number providedI have
left a voice mail message with my direct contact number in the hope I will hear
from the customer soon to discuss this concern
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I reached out to [redacted] by phone today (6.05.2014) and
provided her with my direct phone number for follow upAt this time we are
scheduled to deliver to [redacted] tomorrow (6.06.2014) and service her merchandise
on I have made [redacted] aware that we can discuss compensation upon conclusion
of her service as we want to ensure our customer is completely satisfied prior
to discussing the compensation we are able to offerWhile it is not our
procedure to do so, I realize that we have failed our customer and caused many
unnecessary inconveniences and for this reason we are able to work above and
beyond our policies and offer compensation in the form of a monetary
refundI have apologized to [redacted] and explained that regretfully we are unable
to compensate for an individual's specific time and can make offers based off
the money she has paid to us for her sales order
We are also willing to approve [redacted]'s request to remove the
furniture for refund as she has depicted in the ‘desired settlement' section of
this claimWe would most certainly prefer to keep our customer's valued
business however Bob's is a company that puts our customer first and we feel terrible
that [redacted] has had to endure this much stress as a result of our letdowns
Thank you
for providing us with an opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of the disappointment
you experienced with this purchase and I assure you that it is never our
intention to continually fail our customers while not being able to provide
them with the original promise we madeI absolutely understand your frustration
seeing how we let you down on multiple occasions and I cannot apologize enough
for the obvious coaching concerns we have on our endI am truly embarrassed
after reading your complaint and thank you for bringing this complaint to our
escalated attention so that we can continue to grow and improve our customer's
overall experience
Our records indicate that the table base
was removed from your home on and successfully refunded to your
original method of payment by our Accounting TeamOur records also indicate
that the monies from the table top were processed back to your original method
of payment as well
I pledge to you that our Customer Care
Agents would not intentionally lie to you about scheduling delivery dates and
the availability they saw on their computer screensI can understand from your
point of view why you would have this impression and it is certainly a failure
we own when our inventory system reads incorrectly or a shipment from a vendor
is delayedThere is no excuse that will outline why we were unable to catch
this glitch or why the automated system went off without us actually having
stock to load for delivery
As your account indicates that your
complaint has been addressed and accounted for we would like to offer you a
further form of apology from us as we ultimately wish to earn your trust back
in our businessIf you would like to accept it, we can mail a Bobs Discount
Furniture Gift Card to your home in the amount of $We humbly ask that
you provide us with an opportunity to discount a future purchase with this gift
card or it can be used within any of our showrooms on the various accessory
items we sell for cash and carry
Kind
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to [redacted] via telephone today (7.29.2014)
Bobs Discount Furniture cares very much for every one of our customers and we
appreciate the opportunity to exemplify that when ever it is possibleI am
awaiting an email conformation with photo(s) from our customer so that I may adequately
verify [redacted]'s concerns and further research what options for resolution we
have available to offer our customerUpon verifying this I will proceed to
process a resolution that [redacted] agrees is satisfactory for this concern
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Dear Revdex.com,
We are very sorry that the delivery did not go as it should have
""> We did complete the set up of the bed today
Thursday 9.8.16. The team found there
was cosmetic damage on one piece, which has been set up for exchange next
week. We will certainly be able to offer
compensation once the pieces in the home are in showroom quality.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you have such little faith in our company
and our willingness to help you solve your concernsI assure you that we care
very much for our customers and always work to offer an option for resolution
that is fair for both parties when all facts are considered
Our records indicate that you first reported the concern
with your living room furniture to us on 8.25.2014, nearly three years after
you received and had been using this merchandiseAs you cite this merchandise
started showing this concern very early on it is hard to believe that you let
it go for years unreportedOur records also indicate that you had a service professional
out to your home in August of for a different concern and our records don't
indicate that the seams separating were a problem in 2012; we then paid to replace
your product for you as a courtesy even though our service professional determined
that there was no manufacturer defect with your productWe stand behind the
quality of our product and while I agree with the last technician sent to your
home (on 9.10.2014) that your sofa is experiencing these concerns as a result
of many years of use (wear and tear) we are willing to make you a fair
offer for resolution that balances both the needs of our valued customer and
our business
We will offer you a 50% store credit (based on the price you
originally paid for these items) on the piece sectional, the matching
ottoman, and the matching accent chairWe will also offer to cover the cost of
delivering the new set you select and removing the current merchandise in your
home which in all reality is a major cost for any business to offer to incur
We will also include a prorated (based on years) credit for the Goof Proof Plan
you purchased in this offer
In regards to the king size bed delivered to you on
(nearly two years ago), our records show absolutely no report
of any concern on this bedI checked our service report from our last visit
earlier this month and I couldn't find any reported concerns regarding this bed
there eitherWe do not place different versions of the merchandise we stock in
our warehouse in our showroomsWe are a retailer and for an accusation like
this to be true every single vendor we work with, from various parts of the world,
would have to literally build two different models of merchandise to ship out
to the hundreds of retailers they sell to nationwideEven though we haven't
determined any defect with this bed and you are just now reporting your concern
in workmanship after several years of use we will offer you the same courtesy
as we have on the living room furniture (50% credit based on the price you paid
for the headboard, footboard, rails, prorated Goof Proof credit based on years,
no new delivery fee on the new sale which includes assembly, and removal of the
current headboard, footboard, and railings you have)
I apologize to you again [redacted] that you are so disappointed in
the product you have purchased from usIf you would like to accept these
offers please respond to me via this Revdex.com channel and I will create the credits
and have our retail location follow up with you directly
Kind Regards,
[redacted]
Customer
Care Corporate Liaison
Bobs
Discount Furniture
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">We sincerely apologize to this customer for our
failings. I do not see that any request
for a Breakfast with Bob's was entered until the customer received her
timeframe call, two days before. At that
point it was too late to have it re-routed.
I understand this customer may have been lead to believe they were
locked in, but that was incorrect. For
this failure we will absolutely be able to offer compensation. I am offering to compensate this customer for
the Bob's failures as a $gift card. I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer's trust back and proving to our customer that delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology
Kindest Regards,
Tracy S[redacted]
Customer Care Corporate Liaison
Bob's Discount Furniture
Good Evening Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
she has endured during this furniture purchaseI have spoken to our customer
today (10.29.2014) and scheduled the delivery of her merchandise for