Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just finished speaking with [redacted] by phone and
explained how sorry I am that she has had to wait for follow up on her property
claimWe do take ownership and responsibility for this concern and I will be
acting as a liaison for our customer from this point forward, ensuring that she
is provided with the resolution she deserves from our failureI have provided
[redacted] with my direct phone number and I have reached out to our trucking
company's senior management staff to make them aware of our customer's concern
I have also made an agreement to contact [redacted] back prior to the end of today
(6.06.2014) to ensure that she is continually receiving a route for resolution
in regards to this complaint
Thank you
for providing us with an opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that we caused them during their furniture purchase/deliveryOur records do
indicate that we spoke with this customer on and the refund for the
delivery fee paid is being processed back to the customer in the form of a
corporate check
In regards to the [redacted] refund the customer is
requesting in their ‘desired settlement',
a full cancelation and refund of the
plan is certainly possible as we offer this within days of the delivery occurring
Should the customer wish to keep the five year protection plan we are unable to
offer a monetary refund of any portion on this planThe plan is honored in
part by a company called [redacted] and in order for the
plan to remain active in between our company and theirs the payment for the
plan must remain processed on the original sales orderShould the customer
wish to have this plan fully canceled and refunded please advise them to
contact our Customer Care Offices to verbally request this at ###-###-####
(Monday – Sat 6:30a-8:00p)
I apologize again for the frustration our customer had to
experience overall due to our failures
Thank You,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This customer's request for resolution has been honored and fully processed as of today (4.17.2014)
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer directly by the email
provided in this complaintI have asked that the customer email me back
directly so I can confirm certain details of this account before proceeding to
offer any resolutionsMy direct phone number is also listed in the email I sent
today ( 4.15.2014) so please advise our customer that I can be contacted back
by email or phone (which ever communication channel our customer prefers)
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for all the failures Bobs Discount Furniture has caused you, I
understand no amount of apologies from us will change these failures and I
assure you that we genuinely care about each and every one of our customersIt
is completely unacceptable and 100% our fault that we have not been able to get
your merchandise to you in good conditionI feel that your aggravations are
warranted and I am honestly very embarrassed at the poor experience you have received
from usWe are not taking your dissatisfaction lightly, your account indicates
that you have been in touch with a member of our Customer Care Management team
and she has taken the necessary steps to ensure that our delivery team is
properly trained on professionalismI agree with you in every aspect of your disappointment
and can most certainly work above our policies and procedures to remove the
dining room set from your home and send the refund credit to your financing
companyIt is never our intention to cause our customers such distress and we
would much prefer to keep you as a Bob's customer and compensate you after your
merchandise has been fully receivedIf you should choose to wait until February
1, to receive your new table and side chair we can place a Quality Control
"White Glove" inspection on your merchandise before it leaves our CT
distribution center to ensure it arrives to you in pristine condition and
compensate you by refunding your delivery fee of $to your financing
company after you have received this exchange
Please
let me know if you would like to move forward with scheduling a pick up of your
dining room set for a refund or if you would like to wait for the even exchange
on Feb 1, Should you decide that you still want a refund please respond to
me with what pick up date works best for youI cannot apologize enough to you
and await your response as I am eager to get this concern resolved for you
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to call you this afternoon (9.04.2014) and was
only able to leave a voicemail message for youI am sincerely sorry for the
time it has taken to get this drawer from our manufacturer and there is no
explanation I can provide you with that will make our failures right after we
have caused you this much aggravation and disappointmentI am genuinely embarrassed
and would like to help you move forward in any way that I canI cannot thank
you enough for your extreme patience with us [redacted]
We can schedule to process an even exchange on the dresser
for you at any point in timeI understand that you only require one drawer so
if you're accepting of this option I can make notes for our delivery team to
only remove the drawer you need from the replacement on their truckIf you
simply cannot be home to wait for a delivery team to arrive, I can look into
possibly making an agreement to leave the drawer in a place you deem safe surrounding
your home
I'm very sorry again [redacted] and you may respond to me via my
direct telephone number (###-###-####) or through the channel the Revdex.com has set
up for usPlease let me know if you find this resolution option to be at all satisfactory
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are experiencing concerns with your sofa and loveseat
purchased from Bobs Discount FurnitureI completely understand how frustrating
it must have been to be told we were unable to provide you with further
resolution and I assure you that Bobs Discount Furniture truly wishes to help
every customer who has a product 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 guidelinesThe Goof Proof
Information sheet you are referring to states that animal damage from bodily
fluid is coveredI can also send a copy of the [redacted] contract to your home if
this isn't something you received from that company shortly after delivery
This contract goes into detail about what is not covered since our sales flyer
is meant to provide you with a general overview of what is coveredThe sales flyer
also states that accidental damages such as rips and tears are covered through
the [redacted] Company and not Bobs Discount FurnitureIf you and your family
are aware of an accident, other than scratches from your cat, which caused this
damage, I would encourage you to contact [redacted] and report this information
directly to themAs this protection is for accidents (stated on the flyer you
are referring to) it does not cover pet damages from teeth or claws because
this is considered a preventable occurrence rather than an accident
In
our conversations with you previously we were seeking to provide you care and
education that animal damage from a scratch is not coveredWe didn't want to
refer you to a third party company when we knew they would deny your claim and I
am sorry that our effort to prevent you from experiencing further disappointment
caused you so much annoyanceThe protection plan we sell is honorable just as
clay Bob depicts, like many other protection plans you can purchase on your
automobile and your electronics there are exclusions in order to keep this plan
fair for all consumers alikeIt makes me very sad that you feel you were lied
to and we will certainly address this sales professional's presentation as
honesty and transparency are part of our core values
Our
records indicate that the technician we sent to your home offered to service
these damages for you as a courtesy and you refused this serviceWe normally
do not service customer caused damages and we were trying our very best to
reach out and assist you at that timeI apologize again but we are unable to
take responsibility for these damages, therefore as a furniture retailer we are
unable to offer you recourse for these damagesHave you already tried to
report this damage through [redacted]? If you have been denied through that
company you can respond to me through this channel and I can look into trying
to get that denial overturned based on what information you gave to them
Thank
you for your time [redacted] and I apologize again that you are experiencing so much
frustration while trying to get your concern resolved,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies that this customer received such
a run around while trying to get her concerns resolvedAs Bobs Discount
Furniture is truly a dependable and trustworthy company we have already offered
this customer a valuable resolution for her concernsOur records indicate that
on we placed an internal credit into our system so that she may
reselect a new set
Please let
me know if our customer has any additional questions or concerns I can be of
assistance with
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Ms. [redacted],I have thoroughly researched your account and apologize that the merchandise and applicable warranties have failed to meet your expectations.Our records confirm the timeline of events as you have described in your Revdex.com complaint. The repair we...
(Bob's) performed on, June 12, 2014 on the bed was after the expiration of the one year manufacturer warranty, therefore services were performed on a best effort basis. You later contacted us on, March 17, 2015 to again express concerns with the bed; we agreed to send a technician to your home on March 23, 2015 however, at your request the service was canceled and you did not want to reschedule (that may have been when you discarded the bed). Without having access to the damaged product, it is difficult to determine the cause of damage or provide you either with an exchange or reselection of the merchandise. I do however, assure you that Bob's Discount Furniture stands behind the merchandise that we sell and since it may be possible that the previous repair from our technician failed, I will be happy to issue you a gift card in the amount of $100.00 which is half the value of the bed.In regard to the sofa, on May 18, 2014 you contacted Guardian goof proof to report that there was a seam separation on the back cushion, one tear on the back middle cushion, two tears on the back left side cushion and urine stains on all the cushions; you indicated that the damage happened in one day (one year prior); As a result the goof proof claim was denied as the damage was not reported within the proper time. Due to the type of and extent of damage, we (bobs) are unable to offer restoration service however, we will gladly cancel the plan on the entire order and issue a full refund.Your business is appreciated and I hope that you find our offers for recourse, acceptable.Thank you,[redacted]
Good Afternoon Revdex.com,
"margin: 0in 0in 0pt;">We are very
sorry for any inconvenience we caused to our customerPlease let our customer
know that we do not maintain records with full credit card numbers in our
internal systems for our customer's protection
In our [redacted]
location we did experience an internal glitch which caused our customers to
believe that that they were charged more than once for their purchases in early
–mid February/around the time this location had its grand opening sales flowWe
assure our customers that they were not charged a duplicate purchase price, but
there was an issue that was corrected:
History:
·
Original
payment settlement was processed and customer's credit cards were charged for
their purchases made earlier that month
·
Customers received an accidental refund due to
an internal error on the part of our third-party credit card transfer company
·
The original settlement was re-run again to
charge customers in order to correct the refund given in error
We recommend that our customers consult their credit card or
bank statements and they will find the above transactions which net to make
their accounts whole (charging them only once). We are authorized to
reimburse any customers for overdraft fees they may have suffered in this
process and if Ms[redacted] has had fees applied to her account as a result of
this error please ask that she respond with documentation so I may process an
additional refund to her
In regards
to the return of the rug and the refund associated with that return, our Accounting
Department has assured me that the remaining funds due to Ms[redacted] were
released on I would expect this refund to take a minimum of 5-
business days to show on her account
Please let
Ms[redacted] know again that we are truly sorry for the disappointing experience
she endured while making a purchase/return with us and we do hope she will
consider giving us another chance to earn her trust back in our business in the
future
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you are encountering a struggle while reporting a claim through
your Goof Proof protection planI completely understand how stressful it can
be to maintain the beauty of your furniture with children and pets in the home
and I assure you that we try our very best at Bobs Discount Furniture to meet
all of our customer's requests for assistance
Our
records indicate that after filing your claim with the [redacted] Company your
claim was unable to be processed for several reasonsThe Goof Proof plan is a
valuable investment for any customer and is intended to provide coverage
against most in home accidents that occur from a single incidentI have
attached a copy of the flyer we provided our customers in the year and
this flyer is very precise as to what types of damages are coveredIf it is
not listed as a covered damage there is a certain expectation on the consumer
to recognize if it isn't listed as a covered damage than it probably isn't
something this plan will take responsibility forIn order to keep the plan
fair for all consumers there must be exceptions and the flyer asks that you
refer to the specific guidelines of the plan for that information should your curiosity
demand itThe sales experience is an extremely exciting time for you and your
salespersonDue to the level of enthusiasm and anticipation for both parties
involved, it is possible that some pieces of information communicated during
our sales presentation can be misunderstoodI apologize for the alleged sales
experience you had and I promise you that the intentions of Bobs Discount
Furniture and our Goof Proof Protection Plan(s) are honorable
I
have attached the photos of your sectional that were sent to me from [redacted]
to this response, there is more damage to this set then the rips that you
reported were caused from your petWhile ‘pet damage' is a very general term, ‘pet
damage' in the form of bodily fluid stains is a coverable damage when reported
appropriately to this protection companyLike any other protection plans you
may purchase on automobiles and electronics the company that manages this plan
has specific terms and conditions for reporting the one time accidentShould
there be accumulated damages, as depicted on your product, then the protection
company must take the role of denying service based on the fact that other
accidents have occurred that were not reported within the guidelines of this
plan
I
am truly sorry that Bobs Discount Furniture cannot offer you any further
recourse related to the rips on your productI can offer to send you a $
Bobs Discount Furniture Gift Card as a form of apology for the frustration this
concern has caused you while trying to get it resolvedWe have many items
available out of our showrooms for $or less that can be taken home with
you the same day you purchaseWe are not seeking to force you to shop with us
again, but ask that you see this as an attempt to provide you with a physical
item or trinket you find beautifully crafted as a form of our apology
Please
let me know if you would like me to process this gift card for you and I
apologize again that you have had to spend so much of your time trying to get
your furniture concerns resolved
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "background: white; margin: 0in 0in 0pt; line-height: 15pt;">Please
pass on our sincerest apologies to the customer for the failure that caused her
delivery date to be changedWe most certainly understand the frustration and
inconvenience this caused our customer and remain just as disappointment as she
is that we are unable to procure her full sales order of merchandise for
delivery on the agreed upon original date
As we
are continually growing and prospering as a business it is completely uncommon
that we would guarantee a delivery date and then not honor that promiseWe
wouldn't be as successful as we are should this be the natural order of things
for our company, therefore after reading this complaint I did feel it necessary to perform my own
research as to why the original date may have become unattainable
My
research indicated that certain integral parts of the customer's merchandise
became unavailable to our expected inventory stock count therefore the soonest
date we would physically have the merchandise to bring to her changedThis
inventory depletion can happen and while extremely rare we are regretfully at
the mercy of the shipping system used by our overseas vendorsThe merchandise
is loaded to shipping containers and transferred across the ocean on a large
boat, United States Customs is always involved, and then the merchandise can be
offloaded and reloaded to an wheeler (managed by the vendor's stateside
contacts) before finally arriving to one of our distribution centers
We
never anticipate this delay to occur and in most cases our dear customers are
never affected by the shipping process we take faith inAs the retailer in
this equation we have little to no control over the amount of time it takes for
product to arrive to us
In
the customer's specific scenario our records indicate that this customer spoke
with a member of our retail location yesterday (12.29.2014) and had her
original demand honored (waiving of the delivery fee as an apology from us)
While these events remain beyond our control and we again apologize that the
original delivery date cannot be honored we do feel offering such a high level
of compensation prior to even making a delivery attempt is more than fair and
adequate in resolving this concern
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have spoken with this customer today and we have processed a resolution of
refunding 50% off the price paid for this reclinerThis customer also has been
provided with my direct contact information for any future needsThank you for
your help in bringing this complaint to our attention
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer on the daytime phone
number provided in this complaintI have left my direct number, ###-###-#### on her machine and asked that she contact me back so I can be available
to assist her directly
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have been in contact with [redacted] regarding this
complaint and are working to resolve her concernsWe apologize for any and all
inconveniences that we have caused [redacted] and we kindly ask that [redacted]
continue to contact the Corporate Liaison she has been in touch with ([redacted].) for further assistance in reaching and processing her resolution
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your
Goof Proof Plan and your merchandiseI tried to contact you by phone first prior
to sending this response and left you a message with my direct contact number
in the case you would prefer to speak about this concern with me by phone
Our records
reflect that your living room set is made out of ‘Bonded Leather' and our
technician determined that the affected item was ‘peeling'This is considered
a ‘wear and tear' occurrence in the industry and is not isolated to the
bonded leather products that Bobs Discount Furniture sells
There are
multitudes of public information available to explain why and how bonded
leather products start to show these signs of natural wearWhile I understand
your disappointment and the alleged information you cite to have been provided
by your sales person it is appropriate that I inform you that should you
continue to purchase bonded leather products occurrences of ‘peeling ‘will
continue to occur to your product as a result of this material makeup's life
expectancy
We always
place the material makeup of our living room product on the placard in front of
the furniture itself (I have included the document for your specific set)We also
always provide a sales flyer sheet to our customers regarding the general
outline of what is covered by the Goof Proof PlanThis sales flyer does
instruct the consumer to seek further information on the complete plan
documents for exclusionsAs the specific plan you purchased in is not
managed directly by Bobs we would have no way of knowing that plan documents weren't
sent to you and I apologize for the alleged failure of this on [redacted] end
I have included a copy of terms and conditions associated with your plan for
your education
Because we
are a company that cares about our customers and because you allege that our
sales professional sold you the plan under a pretense we can offer to use
the plan you purchased and place a reselection credit into our system for both
the sofa and the loveseat from your living room setThis is actually more than
the plan would offer you in terms of replacement as the contract illustrates
they offer coverage per an affected item onlyShould you choose to accept this
option we will go an extra step and offer to deliver your newly selected
merchandise to you at no chargeWe will also take away and dispose of the
current merchandise you have in your home on the same date you schedule the
delivery of the new itemsThis resolution ensures that Bobs Discount Furniture
is placing you first as our customer and coming out of our own pockets to
absorb whatever dissatisfaction you are feelingSince the Goof Proof Plan allows
for a one time replacement only, we would not credit you for monies paid
towards that plan as the promise you cite to have received at the time of sale
is being completely fulfilled
I look
forward to hearing back from you as I am eager to help resolve your concern
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my apologies for the multiple times we have been out
to her home to try and correct the mattress defect she experiencedI am also
very sorry that we weren't able to make her aware of the technician's
cancelation sooner in the day
Our
records reflect that as of we provided this customer with a
reselection credit so she can return to our showroom and select a different
mattressAs a further form of apology and in an effort to make out failures
right we can also offer to provide this customer with a $Bobs Discount
Furniture Gift CardThis additional form of apology can be applied directly to
the customer's account and may be used to help in the purchase of her new
mattress
Should
the customer want to accept this gift card please ask that she contacts our
Customer Care Department to get this gift card applied to her account
Our
phone number is ###-###-#### and she can call Monday – Saturday 6:30am
-8:00pm
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have responded to this customer via telephone today (2.12.2015)
and provided her with my sincere apologies on behalf of Bobs Discount
Furniture
We have provided our customer with a resolution that she agrees is
satisfactory and we thank you for providing us with the opportunity to make our
failures right by our valued customers
At this time we consider this complaint closed as resolved and
look forward to satisfying our customer with new merchandise
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Craig,
"MARGIN: 0in 0in 10pt">I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseYour comments regarding the service you received by our delivery team are very important and concerning to usYou deserve only the best service, especially when you visit BobsIn researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on Your account indicates that we weren't able to reach you by phone and left a message on your machineThe delivery team then provided us with a description of your residence prior to being moved on
We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn't find our delivery tracker to be helpfulIn an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren't able to get the team to come back to you as we hoped would happen
You're most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on when the team arrived was provided to us from youI assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled dateIt saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Please pass on our sincerest apologies to our customer for any disappointment
they cite to have experienced at the point of delivery and/or while
communicating their concern to our Customer Care Office.
In researching our customer’s account the service appointment they
have referenced in their posting has been canceled and the living room
furniture is (sofa, loveseat, chair) scheduled to be removed from the home on 02/05/2016
for a refund back to the purchaser’s method of payment.
We have also already processed a refund of the customer’s delivery
fee back to their original method of payment and at this time given the
documentation I am seeing, we consider the arranged removal for refund
resolution to this customer’s concern.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have just finished speaking with [redacted] by phone and
explained how sorry I am that she has had to wait for follow up on her property
claimWe do take ownership and responsibility for this concern and I will be
acting as a liaison for our customer from this point forward, ensuring that she
is provided with the resolution she deserves from our failureI have provided
[redacted] with my direct phone number and I have reached out to our trucking
company's senior management staff to make them aware of our customer's concern
I have also made an agreement to contact [redacted] back prior to the end of today
(6.06.2014) to ensure that she is continually receiving a route for resolution
in regards to this complaint
Thank you
for providing us with an opportunity to make it right Revdex.com,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We apologize to our customer for any and all inconveniences
that we caused them during their furniture purchase/deliveryOur records do
indicate that we spoke with this customer on and the refund for the
delivery fee paid is being processed back to the customer in the form of a
corporate check
In regards to the [redacted] refund the customer is
requesting in their ‘desired settlement',
a full cancelation and refund of the
plan is certainly possible as we offer this within days of the delivery occurring
Should the customer wish to keep the five year protection plan we are unable to
offer a monetary refund of any portion on this planThe plan is honored in
part by a company called [redacted] and in order for the
plan to remain active in between our company and theirs the payment for the
plan must remain processed on the original sales orderShould the customer
wish to have this plan fully canceled and refunded please advise them to
contact our Customer Care Offices to verbally request this at ###-###-####
(Monday – Sat 6:30a-8:00p)
I apologize again for the frustration our customer had to
experience overall due to our failures
Thank You,
[redacted]
Bobs Discount
Furniture
[redacted]
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">This customer's request for resolution has been honored and fully processed as of today (4.17.2014)
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer directly by the email
provided in this complaintI have asked that the customer email me back
directly so I can confirm certain details of this account before proceeding to
offer any resolutionsMy direct phone number is also listed in the email I sent
today ( 4.15.2014) so please advise our customer that I can be contacted back
by email or phone (which ever communication channel our customer prefers)
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry for all the failures Bobs Discount Furniture has caused you, I
understand no amount of apologies from us will change these failures and I
assure you that we genuinely care about each and every one of our customersIt
is completely unacceptable and 100% our fault that we have not been able to get
your merchandise to you in good conditionI feel that your aggravations are
warranted and I am honestly very embarrassed at the poor experience you have received
from usWe are not taking your dissatisfaction lightly, your account indicates
that you have been in touch with a member of our Customer Care Management team
and she has taken the necessary steps to ensure that our delivery team is
properly trained on professionalismI agree with you in every aspect of your disappointment
and can most certainly work above our policies and procedures to remove the
dining room set from your home and send the refund credit to your financing
companyIt is never our intention to cause our customers such distress and we
would much prefer to keep you as a Bob's customer and compensate you after your
merchandise has been fully receivedIf you should choose to wait until February
1, to receive your new table and side chair we can place a Quality Control
"White Glove" inspection on your merchandise before it leaves our CT
distribution center to ensure it arrives to you in pristine condition and
compensate you by refunding your delivery fee of $to your financing
company after you have received this exchange
Please
let me know if you would like to move forward with scheduling a pick up of your
dining room set for a refund or if you would like to wait for the even exchange
on Feb 1, Should you decide that you still want a refund please respond to
me with what pick up date works best for youI cannot apologize enough to you
and await your response as I am eager to get this concern resolved for you
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I attempted to call you this afternoon (9.04.2014) and was
only able to leave a voicemail message for youI am sincerely sorry for the
time it has taken to get this drawer from our manufacturer and there is no
explanation I can provide you with that will make our failures right after we
have caused you this much aggravation and disappointmentI am genuinely embarrassed
and would like to help you move forward in any way that I canI cannot thank
you enough for your extreme patience with us [redacted]
We can schedule to process an even exchange on the dresser
for you at any point in timeI understand that you only require one drawer so
if you're accepting of this option I can make notes for our delivery team to
only remove the drawer you need from the replacement on their truckIf you
simply cannot be home to wait for a delivery team to arrive, I can look into
possibly making an agreement to leave the drawer in a place you deem safe surrounding
your home
I'm very sorry again [redacted] and you may respond to me via my
direct telephone number (###-###-####) or through the channel the Revdex.com has set
up for usPlease let me know if you find this resolution option to be at all satisfactory
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that you are experiencing concerns with your sofa and loveseat
purchased from Bobs Discount FurnitureI completely understand how frustrating
it must have been to be told we were unable to provide you with further
resolution and I assure you that Bobs Discount Furniture truly wishes to help
every customer who has a product 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 guidelinesThe Goof Proof
Information sheet you are referring to states that animal damage from bodily
fluid is coveredI can also send a copy of the [redacted] contract to your home if
this isn't something you received from that company shortly after delivery
This contract goes into detail about what is not covered since our sales flyer
is meant to provide you with a general overview of what is coveredThe sales flyer
also states that accidental damages such as rips and tears are covered through
the [redacted] Company and not Bobs Discount FurnitureIf you and your family
are aware of an accident, other than scratches from your cat, which caused this
damage, I would encourage you to contact [redacted] and report this information
directly to themAs this protection is for accidents (stated on the flyer you
are referring to) it does not cover pet damages from teeth or claws because
this is considered a preventable occurrence rather than an accident
In
our conversations with you previously we were seeking to provide you care and
education that animal damage from a scratch is not coveredWe didn't want to
refer you to a third party company when we knew they would deny your claim and I
am sorry that our effort to prevent you from experiencing further disappointment
caused you so much annoyanceThe protection plan we sell is honorable just as
clay Bob depicts, like many other protection plans you can purchase on your
automobile and your electronics there are exclusions in order to keep this plan
fair for all consumers alikeIt makes me very sad that you feel you were lied
to and we will certainly address this sales professional's presentation as
honesty and transparency are part of our core values
Our
records indicate that the technician we sent to your home offered to service
these damages for you as a courtesy and you refused this serviceWe normally
do not service customer caused damages and we were trying our very best to
reach out and assist you at that timeI apologize again but we are unable to
take responsibility for these damages, therefore as a furniture retailer we are
unable to offer you recourse for these damagesHave you already tried to
report this damage through [redacted]? If you have been denied through that
company you can respond to me through this channel and I can look into trying
to get that denial overturned based on what information you gave to them
Thank
you for your time [redacted] and I apologize again that you are experiencing so much
frustration while trying to get your concern resolved,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
"margin: 0in 0in 10pt;">Please pass on my apologies that this customer received such
a run around while trying to get her concerns resolvedAs Bobs Discount
Furniture is truly a dependable and trustworthy company we have already offered
this customer a valuable resolution for her concernsOur records indicate that
on we placed an internal credit into our system so that she may
reselect a new set
Please let
me know if our customer has any additional questions or concerns I can be of
assistance with
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Ms. [redacted],I have thoroughly researched your account and apologize that the merchandise and applicable warranties have failed to meet your expectations.Our records confirm the timeline of events as you have described in your Revdex.com complaint. The repair we...
(Bob's) performed on, June 12, 2014 on the bed was after the expiration of the one year manufacturer warranty, therefore services were performed on a best effort basis. You later contacted us on, March 17, 2015 to again express concerns with the bed; we agreed to send a technician to your home on March 23, 2015 however, at your request the service was canceled and you did not want to reschedule (that may have been when you discarded the bed). Without having access to the damaged product, it is difficult to determine the cause of damage or provide you either with an exchange or reselection of the merchandise. I do however, assure you that Bob's Discount Furniture stands behind the merchandise that we sell and since it may be possible that the previous repair from our technician failed, I will be happy to issue you a gift card in the amount of $100.00 which is half the value of the bed.In regard to the sofa, on May 18, 2014 you contacted Guardian goof proof to report that there was a seam separation on the back cushion, one tear on the back middle cushion, two tears on the back left side cushion and urine stains on all the cushions; you indicated that the damage happened in one day (one year prior); As a result the goof proof claim was denied as the damage was not reported within the proper time. Due to the type of and extent of damage, we (bobs) are unable to offer restoration service however, we will gladly cancel the plan on the entire order and issue a full refund.Your business is appreciated and I hope that you find our offers for recourse, acceptable.Thank you,[redacted]
Good Afternoon Revdex.com,
"margin: 0in 0in 0pt;">We are very
sorry for any inconvenience we caused to our customerPlease let our customer
know that we do not maintain records with full credit card numbers in our
internal systems for our customer's protection
In our [redacted]
location we did experience an internal glitch which caused our customers to
believe that that they were charged more than once for their purchases in early
–mid February/around the time this location had its grand opening sales flowWe
assure our customers that they were not charged a duplicate purchase price, but
there was an issue that was corrected:
History:
·
Original
payment settlement was processed and customer's credit cards were charged for
their purchases made earlier that month
·
Customers received an accidental refund due to
an internal error on the part of our third-party credit card transfer company
·
The original settlement was re-run again to
charge customers in order to correct the refund given in error
We recommend that our customers consult their credit card or
bank statements and they will find the above transactions which net to make
their accounts whole (charging them only once). We are authorized to
reimburse any customers for overdraft fees they may have suffered in this
process and if Ms[redacted] has had fees applied to her account as a result of
this error please ask that she respond with documentation so I may process an
additional refund to her
In regards
to the return of the rug and the refund associated with that return, our Accounting
Department has assured me that the remaining funds due to Ms[redacted] were
released on I would expect this refund to take a minimum of 5-
business days to show on her account
Please let
Ms[redacted] know again that we are truly sorry for the disappointing experience
she endured while making a purchase/return with us and we do hope she will
consider giving us another chance to earn her trust back in our business in the
future
Thank You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
apologize that you are encountering a struggle while reporting a claim through
your Goof Proof protection planI completely understand how stressful it can
be to maintain the beauty of your furniture with children and pets in the home
and I assure you that we try our very best at Bobs Discount Furniture to meet
all of our customer's requests for assistance
Our
records indicate that after filing your claim with the [redacted] Company your
claim was unable to be processed for several reasonsThe Goof Proof plan is a
valuable investment for any customer and is intended to provide coverage
against most in home accidents that occur from a single incidentI have
attached a copy of the flyer we provided our customers in the year and
this flyer is very precise as to what types of damages are coveredIf it is
not listed as a covered damage there is a certain expectation on the consumer
to recognize if it isn't listed as a covered damage than it probably isn't
something this plan will take responsibility forIn order to keep the plan
fair for all consumers there must be exceptions and the flyer asks that you
refer to the specific guidelines of the plan for that information should your curiosity
demand itThe sales experience is an extremely exciting time for you and your
salespersonDue to the level of enthusiasm and anticipation for both parties
involved, it is possible that some pieces of information communicated during
our sales presentation can be misunderstoodI apologize for the alleged sales
experience you had and I promise you that the intentions of Bobs Discount
Furniture and our Goof Proof Protection Plan(s) are honorable
I
have attached the photos of your sectional that were sent to me from [redacted]
to this response, there is more damage to this set then the rips that you
reported were caused from your petWhile ‘pet damage' is a very general term, ‘pet
damage' in the form of bodily fluid stains is a coverable damage when reported
appropriately to this protection companyLike any other protection plans you
may purchase on automobiles and electronics the company that manages this plan
has specific terms and conditions for reporting the one time accidentShould
there be accumulated damages, as depicted on your product, then the protection
company must take the role of denying service based on the fact that other
accidents have occurred that were not reported within the guidelines of this
plan
I
am truly sorry that Bobs Discount Furniture cannot offer you any further
recourse related to the rips on your productI can offer to send you a $
Bobs Discount Furniture Gift Card as a form of apology for the frustration this
concern has caused you while trying to get it resolvedWe have many items
available out of our showrooms for $or less that can be taken home with
you the same day you purchaseWe are not seeking to force you to shop with us
again, but ask that you see this as an attempt to provide you with a physical
item or trinket you find beautifully crafted as a form of our apology
Please
let me know if you would like me to process this gift card for you and I
apologize again that you have had to spend so much of your time trying to get
your furniture concerns resolved
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon
Revdex.com,
class="MsoNormal" "background: white; margin: 0in 0in 0pt; line-height: 15pt;">Please
pass on our sincerest apologies to the customer for the failure that caused her
delivery date to be changedWe most certainly understand the frustration and
inconvenience this caused our customer and remain just as disappointment as she
is that we are unable to procure her full sales order of merchandise for
delivery on the agreed upon original date
As we
are continually growing and prospering as a business it is completely uncommon
that we would guarantee a delivery date and then not honor that promiseWe
wouldn't be as successful as we are should this be the natural order of things
for our company, therefore after reading this complaint I did feel it necessary to perform my own
research as to why the original date may have become unattainable
My
research indicated that certain integral parts of the customer's merchandise
became unavailable to our expected inventory stock count therefore the soonest
date we would physically have the merchandise to bring to her changedThis
inventory depletion can happen and while extremely rare we are regretfully at
the mercy of the shipping system used by our overseas vendorsThe merchandise
is loaded to shipping containers and transferred across the ocean on a large
boat, United States Customs is always involved, and then the merchandise can be
offloaded and reloaded to an wheeler (managed by the vendor's stateside
contacts) before finally arriving to one of our distribution centers
We
never anticipate this delay to occur and in most cases our dear customers are
never affected by the shipping process we take faith inAs the retailer in
this equation we have little to no control over the amount of time it takes for
product to arrive to us
In
the customer's specific scenario our records indicate that this customer spoke
with a member of our retail location yesterday (12.29.2014) and had her
original demand honored (waiving of the delivery fee as an apology from us)
While these events remain beyond our control and we again apologize that the
original delivery date cannot be honored we do feel offering such a high level
of compensation prior to even making a delivery attempt is more than fair and
adequate in resolving this concern
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good
Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I
have spoken with this customer today and we have processed a resolution of
refunding 50% off the price paid for this reclinerThis customer also has been
provided with my direct contact information for any future needsThank you for
your help in bringing this complaint to our attention
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer on the daytime phone
number provided in this complaintI have left my direct number, ###-###-#### on her machine and asked that she contact me back so I can be available
to assist her directly
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have been in contact with [redacted] regarding this
complaint and are working to resolve her concernsWe apologize for any and all
inconveniences that we have caused [redacted] and we kindly ask that [redacted]
continue to contact the Corporate Liaison she has been in touch with ([redacted].) for further assistance in reaching and processing her resolution
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your
Goof Proof Plan and your merchandiseI tried to contact you by phone first prior
to sending this response and left you a message with my direct contact number
in the case you would prefer to speak about this concern with me by phone
Our records
reflect that your living room set is made out of ‘Bonded Leather' and our
technician determined that the affected item was ‘peeling'This is considered
a ‘wear and tear' occurrence in the industry and is not isolated to the
bonded leather products that Bobs Discount Furniture sells
There are
multitudes of public information available to explain why and how bonded
leather products start to show these signs of natural wearWhile I understand
your disappointment and the alleged information you cite to have been provided
by your sales person it is appropriate that I inform you that should you
continue to purchase bonded leather products occurrences of ‘peeling ‘will
continue to occur to your product as a result of this material makeup's life
expectancy
We always
place the material makeup of our living room product on the placard in front of
the furniture itself (I have included the document for your specific set)We also
always provide a sales flyer sheet to our customers regarding the general
outline of what is covered by the Goof Proof PlanThis sales flyer does
instruct the consumer to seek further information on the complete plan
documents for exclusionsAs the specific plan you purchased in is not
managed directly by Bobs we would have no way of knowing that plan documents weren't
sent to you and I apologize for the alleged failure of this on [redacted] end
I have included a copy of terms and conditions associated with your plan for
your education
Because we
are a company that cares about our customers and because you allege that our
sales professional sold you the plan under a pretense we can offer to use
the plan you purchased and place a reselection credit into our system for both
the sofa and the loveseat from your living room setThis is actually more than
the plan would offer you in terms of replacement as the contract illustrates
they offer coverage per an affected item onlyShould you choose to accept this
option we will go an extra step and offer to deliver your newly selected
merchandise to you at no chargeWe will also take away and dispose of the
current merchandise you have in your home on the same date you schedule the
delivery of the new itemsThis resolution ensures that Bobs Discount Furniture
is placing you first as our customer and coming out of our own pockets to
absorb whatever dissatisfaction you are feelingSince the Goof Proof Plan allows
for a one time replacement only, we would not credit you for monies paid
towards that plan as the promise you cite to have received at the time of sale
is being completely fulfilled
I look
forward to hearing back from you as I am eager to help resolve your concern
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
provide this customer with my apologies for the multiple times we have been out
to her home to try and correct the mattress defect she experiencedI am also
very sorry that we weren't able to make her aware of the technician's
cancelation sooner in the day
Our
records reflect that as of we provided this customer with a
reselection credit so she can return to our showroom and select a different
mattressAs a further form of apology and in an effort to make out failures
right we can also offer to provide this customer with a $Bobs Discount
Furniture Gift CardThis additional form of apology can be applied directly to
the customer's account and may be used to help in the purchase of her new
mattress
Should
the customer want to accept this gift card please ask that she contacts our
Customer Care Department to get this gift card applied to her account
Our
phone number is ###-###-#### and she can call Monday – Saturday 6:30am
-8:00pm
Thank
you,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have responded to this customer via telephone today (2.12.2015)
and provided her with my sincere apologies on behalf of Bobs Discount
Furniture
We have provided our customer with a resolution that she agrees is
satisfactory and we thank you for providing us with the opportunity to make our
failures right by our valued customers
At this time we consider this complaint closed as resolved and
look forward to satisfying our customer with new merchandise
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Craig,
"MARGIN: 0in 0in 10pt">I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchaseYour comments regarding the service you received by our delivery team are very important and concerning to usYou deserve only the best service, especially when you visit BobsIn researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on Your account indicates that we weren't able to reach you by phone and left a message on your machineThe delivery team then provided us with a description of your residence prior to being moved on
We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn't find our delivery tracker to be helpfulIn an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren't able to get the team to come back to you as we hoped would happen
You're most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on when the team arrived was provided to us from youI assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled dateIt saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
%
Good Morning Revdex.com,...
Please pass on our sincerest apologies to our customer for any disappointment
they cite to have experienced at the point of delivery and/or while
communicating their concern to our Customer Care Office.
In researching our customer’s account the service appointment they
have referenced in their posting has been canceled and the living room
furniture is (sofa, loveseat, chair) scheduled to be removed from the home on 02/05/2016
for a refund back to the purchaser’s method of payment.
We have also already processed a refund of the customer’s delivery
fee back to their original method of payment and at this time given the
documentation I am seeing, we consider the arranged removal for refund
resolution to this customer’s concern.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison