Good
Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
am so sorry that it has taken us some time to reach out to you, and I apologize
further for the alleged damage you say our delivery team caused to your homeI
can understand how frustrating a lack of communication can be and I assure you
that we place our customers as our number one priority here at Bobs Discount
Furniture
I
spoke with [redacted] today and she has made me aware that she attempted to
contact you on and left a message on your machine that she would try
againShe will not be contacting you again as I have made her aware you are
now working through this channel to get your concerns resolvedI have reached
out to our Delivery Managers to ensure that that this team completed their
paperwork appropriately from your stop and please know that because we finalize
our inventory through our computer system a signature on the team's paperwork
isn't always necessary to ensure a delivery was made to our customerI'm so
sorry that you had to escalate your concerns so highly but I thank you for
bringing this alarm to my attention so we can address the coaching concerns we
haveWe expect all our delivery teams to act in a professional, courteous and
actively friendly demeanor while inside our valued customer's residences
Regretfully
because of the timeframe that this report came through to us we are unable to
take ownership for the damage that is present on your floorWe work with a
subcontracted trucking company for deliveries in your area and their insurance
company will not accept this property claimIn an effort to show you that Bobs
Discount Furniture is a company that cares we are able to offer you a monetary
refund of your delivery fee as a form of apology for your frustrationsI know
you also mentioned that your product has some minor damage to it, if you'd like
we can send out one of our professionally trained Service Technicians to your
residence to touch this up for you
Please
respond and let me know how you would like to proceed
I
apologize again that you have experienced such aggravations with your purchase
from Bobs Discount FurnitureThank you for your time and your patience with us
while we work to resolve your concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially caused and we are truly sorry
for the aggravation we have caused Donna and her family to experience because
of our failures
Should a professional repair not suit the needs of our
customer we are more than willing to replace the affected merchandise with a
factory fresh version or offer a 20% discount in the form of a refund on the
affected piece (the customer would be agreeing to keep this item as is with no
repair on the damage reported should the discount be accepted). I have noted our customer's account with
these two available options for resolution and we ask that [redacted] contact us at
Customer Care (###-###-####) to make us aware of which option she may prefer
While a monetary refund is not a possibility we do wish to
make this failure right by our customer and we look forward to hearing from [redacted] again so that we can resolve her concern in a fair and adequate manner
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies for the lack of care [redacted] seems
to have been met with while seeking to resolve his concernI also apologize
that there is a difference in perspective between our technician and [redacted] I have reached out to [redacted] via phone today
(7.16.2014) and verified that we are able to offer [redacted] a one time courtesy
exchange of his recliner as a way to resolve this concernShould [redacted] be
accepting of this courtesy exchange it is important that he understands and
agrees that we are completing this exchange as an extreme courtesy to himAs a
business we do not make a habit of disagreeing with our factory trained
technician's reports, Bobs Discount Furniture cares very much about all of our
customers concerns and we seek to exemplify that care today by offering [redacted] a
resolution that is beyond our polices and proceduresShould the new
armless recliner sit in the same way the current armless recliner does and
provide [redacted] with the same actions he personally views as a defect, we will
not be able to offer recourse on concerns of the same nature
I have left
a voicemail for [redacted] on the phone number he provided via this complaintI
have asked that he contact me at ###-###-#### (or that he contact our office at
###-###-####) to schedule this even exchange
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer had to deal with such a
long hold to get through to usWe also apologize for the product issue our
customer was experiencing and it is our mission to ensure our customers are
fully satisfied with the product they have purchased from Bobs Discount
Furniture
Our records reflect that on a store credit was
entered for our customer to resolve this concern
Please advise me if our customer requires any additional care
and we thank our customer for bringing our areas of disappointment to our
attention so that we may always work to improve our overall customer
experiences
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">I have personally spoken to [redacted] today (7.20.2015) and
provided her with my direct contact number for further follow up.
We are very embarrassed about the failures that occurred to
cause our customer so much frustration and take responsibility in ensuring that
these failures are made right by our customer.
I have advised [redacted] to provide her building with my direct
contact information for follow up on the property claim, she has conveyed to me
that she has confidence in her bed’s current stability, and we have compensated
her in a way she finds acceptable at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
cannot apologize enough to you for this terrible occurrence, I can certainly
imagine that you have been feeling an immense amount of stress and aggravation
for this occurrence and I assure you that I am a direct link to be able to
provide you further assistance from this point forward
We
do have a [redacted]who works in our Customer Care Operations Team and as she
had previously emailed you, we do take this alleged charge very seriously and
would like nothing more then to get this resolved in a timely manner for you
I
am so sorry to ask you for anything else on your end because you have already
done so much, but in order to move forward as efficiently as possible I will
ask that you respond to me in my direct email with additional information so I can
get in contact with my Accounting Department as soon as possibleMy direct
email address is [redacted]
, you can also call me directly if you would prefer at ###-###-####My office
hours can be limited so in most cases email is the best way to reach me, but
please feel welcome to call and should you need to leave a voicemail I will
return your call as soon as I am able
If
you could please provide me with the name on the card along with the last four
digits and expiration date we will be able to research into thisIf possible
would you also be able to provide me with the date and time the charge occurred
we will be able to look into this further
Thank
you for your extreme patience with us and I apologize again that you have had
to escalate your concern to so many different levelsI promise you that I truly
wish to get to the bottom of your concern and solve this for you once and for
all [redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
"">I am very sorry for the
inconvenience that our error caused you, I am truly embarrassed by the lack of
care you received from us and I assure you that Bobs will make an effort to
make our failure right by you
Bob's prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have an
even exchange scheduled for to resolve your concern
While it is not procedure
to do so, I recognize that we have caused you a great deal of inconvenience
For that reason, I will make a note that once we have made everything right, we
will review your account to determine if further action should to be taken
Upon completion of your exchange,
the delivery driver is expected to call into our Customer Care Department to
allow us to speak directly with you and this time if you are still unsatisfied
we can discuss what action we can offer to further resolve your concerns
I apologize to you again [redacted] for
our failure and the product failure causing you stress
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day [redacted],
"">
I am very sorry to learn of your disappointment with your [redacted]I assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denounces I believe [redacted] and our Customer Care
department truly feel that this type of accident was caused by the pet you have
living in your residenceAs Bobs Discount Furniture is a separate company
entirely we do not have the authority to overturn [redacted] judgments on claims
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 have reviewed
your case in further detail as well as reviewed the photos you submitted
directly to us
While I acknowledge why the denial was received from Bobs
Discount Furniture as well as [redacted] I can also clearly see how this damage
could have been caused how your boyfriend depictedIt is also important that I
communicate that this fabric type is commonly known in the furniture industry
to fray and pill over time and this is considered wear and tear (not
covered by your protection plan or Bobs Discount Furniture)I do see it
possible that runs appeared in the fabric with many days of use occurring
after the initial accident you reportedAgain the plan is extremely valuable
as you are getting coverage directly thru Bobs (in addition to the coverage
from [redacted]) against manufacturing defects, as deemed by our factory trained
technicians, for five long yearsShould you feel that this plan is useless to
you at this time it is still within your right to cancel itWe give customers
up to thirty days after their date of delivery to contact us and request a full
refund and cancelation on the [redacted] Protection they have purchasedObviously
I advise you against this because it offers you no benefit as my customer
besides a minimal monetary value in refundI do feel it is important that you
understand instances like wear and tear, along with other exclusions are
not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval
As a one time courtesy I have placed a part order into our system for
youYou will receive a replacement seat casing (the material that is actually
ripped on the chaise) in approximately 4-weeksThis casing will arrive to
your address by [redacted] or regular mail and once you receive it you can call us
to install it for you if you'd like
I apologize for the frustration you have experienced, should
you have further questions or concerns regarding this resolution we ask that
you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat)
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
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 22nd of March
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 delivery
We 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 10% of Chadwick white loft bed purchase price
plus the delivery charge- after the delivery has been successfully completed to
the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer
Kindest Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob's
Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] this morning (10.01.2014) and
provided her with my direct number for contact in the case that she ever needs
further assistance with this concern in the futureWe genuinely apologize to [redacted] as we agree that having dealt with multiple defective products within
a warranty period is a valid reason for us to consider making an exception to
our established policies
We have agreed to provide [redacted] with a monetary refund
after the mattress and foundation have been removed from her residenceWe are
currently scheduled to pick up this bedding set on
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
DC:
I was support to receiver a Refund check from Bob Furniture and also a gift card. I receiver the gift card from Bob Furniture on June 25,2014, with a letter from [redacted] from customer care-operations, state that please accept the enclosed gift card with our sincerest apologies, andif you have any questions or concerns, please feel free to contact customer care. but I am still waiting for the check. I contact the customer care and told them my concerns, that I have not receiver the check,but I did receiver the gift card. I was told by the first customer care that the check was mail out on may 27, 2014, I was told that I should receiver the check within 5 to 15 days, well I am still waiting for that check. I call back and then I spoke to another customer care person, and she told me that the check was mail to someone else. I ask to speak with a manager and I was told that the manager was busy, and they would call me back. Well I am still waiting for that call. I call back again last week and was told that the check did not get mail out until May 30, 2014, and I should be receiver by next week, well I still have waiting for that check. I call back today June 26, 2014 spoke with a customer care person and she told me that the check was mail out to someone else. I told her that not what I was told. she told me that what I am reading in the system. I ask to speak with an manager and she told me that she trying to get a manager. so every time I call I got a difference answer from each Customer care person. which told me that each one of them one not on the same page. as give out the right information. I really do not know how can Bob furniture is still in business. Their customer care operations need more training. I would like someone to look into this matter and let me know what happen to the refund Bob Furniture said that they was going to send me. To this day I am still waiting or someone to call me.
I would like Bob Furniture to look into this matter and send me my refund that I am due. it going to be a month and I still have not receiver my refund check.
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today and we have agreed upon an initial
resolution to resolve her concerns[redacted] has my direct contact information and
I will be following up with her again after our service technician visits her
father's residence on
Warm Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am sorry to learn that you are having difficulty using the
valuable Goof Proof Plus Protection Plan you purchased through Bobs Discount
FurniturePlease disclose what type of one time accidental occurrence caused
these scratches to the table and I will be more than happy to seek further
recourse on your behalf through the [redacted] companyI apologize to you again
for any frustration this portion of your protection plan has caused you and
look forward to your response so that I can help you pursue this matter
further
Kind
regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customer. I do not see that this customer was scheduled
for BWB delivery howeverThe delivery
of 2/12/was originally scheduled as the 10th stop of the day with
an afternoon timeframe. This would have
been communicated by our automated system 24-hours prior to the delivery
date. The second delivery scheduled was
2/22/16. This was scheduled with an
estimated timeframe of 10am-2pm which was communicated to the customer 24-
hours prior to delivery. The team was at
the home at they waited minutes to allow us to try to reach the customer,
they were moved on at 1143.
We can certainly
understand the customer's frustration.
We believe the customer is owed something additional after their
concerns have been resolved
Bob's prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us
We currently have a delivery and an even exchange scheduled for to
resolve the remaining concerns with this merchandise
We have continued as a business to address this individual's concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our failures
Once the delivery is completed any additional accommodation we feel adequate to
offer to the customer is a form of our apology and at our internal discretion
We do not offer apology amounts based off of any individual's time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition
At this time we are looking forward to completely resolving this customer's
concern on and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office prior
to the delivery team leaving their residence We will review the account and what further we
are able to offer
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We are sorry that this
customer has endured long hold times and lack of follow up as well. We can
certainly understand the customer's frustration
Bob's prides itself on providing quality service and
the best value product for the priceOur primary focus is on making the
concern we caused right so that our customer is satisfied with the product that
they have purchased from usAs the retailer we have taken full responsibility
for the damages that may have occurred at the factory overseas or during the
extensive transit the merchandise endures prior to arriving to our customer
I believe that the team on 3/2/that refused to make the exchange were
concerned that the piece that they were there to pick up was damaged during the
process of trying to get it into the home.
When there is a very tight fit, the teams have to take into
consideration whether they can make the delivery without damaging the
merchandise or the customer's home. We
do require the team to make an attempt and to show the customer that it will
not fit without causing damages. Did the
first team have issues getting the piece into the home? We are sending another
team out on 3/19/16, we are asking for a more experienced team to ensure that
either the piece can be exchanged, or they in the very least show the customer
that it can not fit safely, without causing damage
At this time we are looking forward to completely resolving this customer's
concern on 3/19/and should the customer still be seeking an apology from us
they will be able to speak with our Customer Care Office prior to the delivery
team leaving their residence on 3/19/ We will review the account at that time and
determine what Bob's gift card amount we are able to offer as compensation for
our failures
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that this complaint has been resolved
as of Bobs has reached out to our valuable customer and agreed to
cover certain costs associated with replacing this merchandiseWe worked
directly with the [redacted] company to ensure that our customer gets the
resolution she truly deserves for her concernPlease extend my apologies that
this issue has caused her so much stress and anxietyHer reselection credit
number is: [redacted] and will expire on if it is not used towards
selecting a new sofa before that timeWe have also taken on the responsibility
of covering the cost to deliver her new selection; we genuinely hope that she
believes in Bobs Discount Furniture again
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with [redacted] twice from our Customer Care
OfficesWe called her once on Monday and we spoke with her again
today (10.24.2014) in regards to this concern
Our records reflect that this sectional was delivered on
We sent two technician's to this customer's residence on 12/08/
as she reported having a concern with the cushions on this sectionalThe
technicians reported to us that they found no defects with this sectional while
in the home and tried to educate the customer on how to add stuffing to the
cushions should they loose resiliency due to useOur records reflect no
further contact from the customer to us over the course of the next three
years
During my call to the customer on the customer
disconnected the call out of what I assume was anger given the elevated tone
she selected to communicate with me inI was regretfully unable to get to the
point of offering the customer a courtesy best effort serviceShould the
customer wish, and the merchandise still be located at the original delivery
address, we are willing to send one of our technicians out to the home to
service the cushion concerns to the best of our abilityThis merchandise is
nearly three years beyond its manufacturing guarantee through Bobs Discount
Furniture and the customer did not purchase any additional warranty therefore
servicing the merchandise to the best of our ability will not make us liable
for the condition of the merchandise after the serviceWe strongly believe in
our technicians abilities to determine when an item is defective and when it is
experiencing wear and tearPlease consider that is completely
and should be expected that any cushion on any piece of furniture looses 20-30%
of its resiliency within the first year of useThis sectional has been in the
residence far beyond that year so a higher percentage of lost resiliency or
wear patterns should be expected and present
The customer alleges that the we display different
merchandise then what we actually deliver and I tried to assure the customer
that this is and I have followed up with our technician's manager to
address this statementAnother point I was regretfully unable to communicate
to the customer during our call is that the sectional we currently sell and
advertise is an updated version of what was sold and advertised years ago
during her purchase periodThe updated sectional has the same look and style
to it; however it is manufactured by a completely different companyThe fact
that wear and tear occurs to anything you use combined with the fact
that this sectional has been updated since the customer's purchase would be a
valid reason as to why the merchandise in the home looks different than what is
on our showroom floor years later
We are willing to offer the best effort service at no charge
and should the customer wish to accept it she is welcome to respond to us in
writing through this Revdex.com channel or contact our Customer Care Department at
###-###-#### (Mon-Sat 6:30am -8:00pm)
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize for the lack of care you cite to have received while
seeking resolution for your product concernsI assure you that we are a
company that keeps our customers best interests in mind with any choice we make
and seek to help our customers resolve their concerns in a manner which is fair
for both parties
The protection plan you purchased was bought specifically for
accidental occurrences and did not extend the manufacturing warranty that Bobs
Discount Furniture directly offered youThe company that we switched to for
this furniture protection plan is called [redacted] and their guidelines for
coverage mirror that of the [redacted] CompanyThe main difference in between
the two companies is that [redacted] allows you to repurchase a new protection
plan on an item they have replaced under their coverage and [redacted] does not
Regretfully even under the [redacted] plan we now sell, a claim of this version
would receive a denial result
In many cases across many
business lines wear and tear is not coveredFor instance, protection
plans that are sold on automobiles, electronics, and home appliances require
that you report an incident that caused the concern you have to use their coverage
While I truly respect your honesty the fact remains that the nature of your
report leads all to believe that the occurrence of tearing (with no accidental
cause) is the result of wear and tearPlease consider that you paid
$for a plan that offers to replace merchandise that totals at more than
five times its own costIt is reasonable that such a plan would maintain
coverage guidelines that keep the plan fair for all consumers alike
Your merchandise is also made out of bonded leather which is
another fact that I am certain is being considered along with the nature of
your reportBonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesiveOver time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backing
Bonded Leather is manufactured the same way industry wide and peeling or
tearing over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling or tearing can occur based on the
nature of this material's manufacturing process You have had this set
for over four years and in that four year period our records indicate that you
have not reported any issues to us before nowThe Bobs warranty on your
merchandise expired over three years ago and as this concern does not stem from
a factory defect in the product's workmanship and is viewed as wear and
tear industry wide, we are able to make a store credit offer to from a place of
extreme courtesy and care
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Chair, and Ottoman from your ‘[redacted]' set
In the interest of fairness we would ask that if you want the new furniture you
select to be delivered you cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandiseWe can offer to remove the current Sofa and Loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken to [redacted] today and apologized for the
terrible experience she has had with us thus farWe have corrected our
accounting issue and [redacted] has agreed to take delivery of her dining room set
on (this Thursday)I will be personally following up with [redacted] after
her delivery on to discuss a further form of monetary apology for the
lack of care and follow up that [redacted] received from us while making her new
purchase
I have also provided [redacted] with my direct contact
information so that she may receive the best care possible and the direct
attention her concern deserves
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today (9.05.2014) and apologized for any
type of misrepresentation our sales professional may have set forth during
[redacted]'s buying experienceI assured [redacted] that we will follow up on the
coaching concerns we have and that we truly appreciated her feedback because we
strive every day to offer our customers the best experiences overall
I have offered to cancel and refund [redacted]'s ‘[redacted] Protection Plan' at a prorated amount of $but I have explained to [redacted]
that this is not the best option for her as our valued customer
I have provided [redacted] with my direct phone number and my
email address has she has indicated that she has a concern with her table she
would like us to review and wants some time to consider the option of canceling
and refunding the protection plan she purchased
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 it has taken us some time to reach out to you, and I apologize
further for the alleged damage you say our delivery team caused to your homeI
can understand how frustrating a lack of communication can be and I assure you
that we place our customers as our number one priority here at Bobs Discount
Furniture
I
spoke with [redacted] today and she has made me aware that she attempted to
contact you on and left a message on your machine that she would try
againShe will not be contacting you again as I have made her aware you are
now working through this channel to get your concerns resolvedI have reached
out to our Delivery Managers to ensure that that this team completed their
paperwork appropriately from your stop and please know that because we finalize
our inventory through our computer system a signature on the team's paperwork
isn't always necessary to ensure a delivery was made to our customerI'm so
sorry that you had to escalate your concerns so highly but I thank you for
bringing this alarm to my attention so we can address the coaching concerns we
haveWe expect all our delivery teams to act in a professional, courteous and
actively friendly demeanor while inside our valued customer's residences
Regretfully
because of the timeframe that this report came through to us we are unable to
take ownership for the damage that is present on your floorWe work with a
subcontracted trucking company for deliveries in your area and their insurance
company will not accept this property claimIn an effort to show you that Bobs
Discount Furniture is a company that cares we are able to offer you a monetary
refund of your delivery fee as a form of apology for your frustrationsI know
you also mentioned that your product has some minor damage to it, if you'd like
we can send out one of our professionally trained Service Technicians to your
residence to touch this up for you
Please
respond and let me know how you would like to proceed
I
apologize again that you have experienced such aggravations with your purchase
from Bobs Discount FurnitureThank you for your time and your patience with us
while we work to resolve your concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my sincerest apologies for the overall poor
experience our customer has endured while seeking to get only what was guaranteed
at the time of saleWe certainly do not intend to cause our customers more
grief while rectifying failures we have initially caused and we are truly sorry
for the aggravation we have caused Donna and her family to experience because
of our failures
Should a professional repair not suit the needs of our
customer we are more than willing to replace the affected merchandise with a
factory fresh version or offer a 20% discount in the form of a refund on the
affected piece (the customer would be agreeing to keep this item as is with no
repair on the damage reported should the discount be accepted). I have noted our customer's account with
these two available options for resolution and we ask that [redacted] contact us at
Customer Care (###-###-####) to make us aware of which option she may prefer
While a monetary refund is not a possibility we do wish to
make this failure right by our customer and we look forward to hearing from [redacted] again so that we can resolve her concern in a fair and adequate manner
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on my apologies for the lack of care [redacted] seems
to have been met with while seeking to resolve his concernI also apologize
that there is a difference in perspective between our technician and [redacted] I have reached out to [redacted] via phone today
(7.16.2014) and verified that we are able to offer [redacted] a one time courtesy
exchange of his recliner as a way to resolve this concernShould [redacted] be
accepting of this courtesy exchange it is important that he understands and
agrees that we are completing this exchange as an extreme courtesy to himAs a
business we do not make a habit of disagreeing with our factory trained
technician's reports, Bobs Discount Furniture cares very much about all of our
customers concerns and we seek to exemplify that care today by offering [redacted] a
resolution that is beyond our polices and proceduresShould the new
armless recliner sit in the same way the current armless recliner does and
provide [redacted] with the same actions he personally views as a defect, we will
not be able to offer recourse on concerns of the same nature
I have left
a voicemail for [redacted] on the phone number he provided via this complaintI
have asked that he contact me at ###-###-#### (or that he contact our office at
###-###-####) to schedule this even exchange
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">We are very sorry that our customer had to deal with such a
long hold to get through to usWe also apologize for the product issue our
customer was experiencing and it is our mission to ensure our customers are
fully satisfied with the product they have purchased from Bobs Discount
Furniture
Our records reflect that on a store credit was
entered for our customer to resolve this concern
Please advise me if our customer requires any additional care
and we thank our customer for bringing our areas of disappointment to our
attention so that we may always work to improve our overall customer
experiences
Kind Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">I have personally spoken to [redacted] today (7.20.2015) and
provided her with my direct contact number for further follow up.
We are very embarrassed about the failures that occurred to
cause our customer so much frustration and take responsibility in ensuring that
these failures are made right by our customer.
I have advised [redacted] to provide her building with my direct
contact information for follow up on the property claim, she has conveyed to me
that she has confidence in her bed’s current stability, and we have compensated
her in a way she finds acceptable at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning [redacted],
class="MsoNormal" "margin: 0in 0in 0pt;">I
cannot apologize enough to you for this terrible occurrence, I can certainly
imagine that you have been feeling an immense amount of stress and aggravation
for this occurrence and I assure you that I am a direct link to be able to
provide you further assistance from this point forward
We
do have a [redacted]who works in our Customer Care Operations Team and as she
had previously emailed you, we do take this alleged charge very seriously and
would like nothing more then to get this resolved in a timely manner for you
I
am so sorry to ask you for anything else on your end because you have already
done so much, but in order to move forward as efficiently as possible I will
ask that you respond to me in my direct email with additional information so I can
get in contact with my Accounting Department as soon as possibleMy direct
email address is [redacted]
, you can also call me directly if you would prefer at ###-###-####My office
hours can be limited so in most cases email is the best way to reach me, but
please feel welcome to call and should you need to leave a voicemail I will
return your call as soon as I am able
If
you could please provide me with the name on the card along with the last four
digits and expiration date we will be able to research into thisIf possible
would you also be able to provide me with the date and time the charge occurred
we will be able to look into this further
Thank
you for your extreme patience with us and I apologize again that you have had
to escalate your concern to so many different levelsI promise you that I truly
wish to get to the bottom of your concern and solve this for you once and for
all [redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
"">I am very sorry for the
inconvenience that our error caused you, I am truly embarrassed by the lack of
care you received from us and I assure you that Bobs will make an effort to
make our failure right by you
Bob's prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have an
even exchange scheduled for to resolve your concern
While it is not procedure
to do so, I recognize that we have caused you a great deal of inconvenience
For that reason, I will make a note that once we have made everything right, we
will review your account to determine if further action should to be taken
Upon completion of your exchange,
the delivery driver is expected to call into our Customer Care Department to
allow us to speak directly with you and this time if you are still unsatisfied
we can discuss what action we can offer to further resolve your concerns
I apologize to you again [redacted] for
our failure and the product failure causing you stress
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day [redacted],
"">
I am very sorry to learn of your disappointment with your [redacted]I assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denounces I believe [redacted] and our Customer Care
department truly feel that this type of accident was caused by the pet you have
living in your residenceAs Bobs Discount Furniture is a separate company
entirely we do not have the authority to overturn [redacted] judgments on claims
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 have reviewed
your case in further detail as well as reviewed the photos you submitted
directly to us
While I acknowledge why the denial was received from Bobs
Discount Furniture as well as [redacted] I can also clearly see how this damage
could have been caused how your boyfriend depictedIt is also important that I
communicate that this fabric type is commonly known in the furniture industry
to fray and pill over time and this is considered wear and tear (not
covered by your protection plan or Bobs Discount Furniture)I do see it
possible that runs appeared in the fabric with many days of use occurring
after the initial accident you reportedAgain the plan is extremely valuable
as you are getting coverage directly thru Bobs (in addition to the coverage
from [redacted]) against manufacturing defects, as deemed by our factory trained
technicians, for five long yearsShould you feel that this plan is useless to
you at this time it is still within your right to cancel itWe give customers
up to thirty days after their date of delivery to contact us and request a full
refund and cancelation on the [redacted] Protection they have purchasedObviously
I advise you against this because it offers you no benefit as my customer
besides a minimal monetary value in refundI do feel it is important that you
understand instances like wear and tear, along with other exclusions are
not covered and that Bobs Discount Furniture is not at liberty to overturn [redacted] choices in claim denial or approval
As a one time courtesy I have placed a part order into our system for
youYou will receive a replacement seat casing (the material that is actually
ripped on the chaise) in approximately 4-weeksThis casing will arrive to
your address by [redacted] or regular mail and once you receive it you can call us
to install it for you if you'd like
I apologize for the frustration you have experienced, should
you have further questions or concerns regarding this resolution we ask that
you contact our Customer Care Offices at ###-###-#### (6:30a -8:00p/Mon –Sat)
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
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 22nd of March
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 delivery
We 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 10% of Chadwick white loft bed purchase price
plus the delivery charge- after the delivery has been successfully completed to
the customer
·
Or, a cancelation and full refund of the
customer's order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer
Kindest Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob's
Discount Furniture
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with [redacted] this morning (10.01.2014) and
provided her with my direct number for contact in the case that she ever needs
further assistance with this concern in the futureWe genuinely apologize to [redacted] as we agree that having dealt with multiple defective products within
a warranty period is a valid reason for us to consider making an exception to
our established policies
We have agreed to provide [redacted] with a monetary refund
after the mattress and foundation have been removed from her residenceWe are
currently scheduled to pick up this bedding set on
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
DC:
I was support to receiver a Refund check from Bob Furniture and also a gift card. I receiver the gift card from Bob Furniture on June 25,2014, with a letter from [redacted] from customer care-operations, state that please accept the enclosed gift card with our sincerest apologies, andif you have any questions or concerns, please feel free to contact customer care. but I am still waiting for the check. I contact the customer care and told them my concerns, that I have not receiver the check,but I did receiver the gift card. I was told by the first customer care that the check was mail out on may 27, 2014, I was told that I should receiver the check within 5 to 15 days, well I am still waiting for that check. I call back and then I spoke to another customer care person, and she told me that the check was mail to someone else. I ask to speak with a manager and I was told that the manager was busy, and they would call me back. Well I am still waiting for that call. I call back again last week and was told that the check did not get mail out until May 30, 2014, and I should be receiver by next week, well I still have waiting for that check. I call back today June 26, 2014 spoke with a customer care person and she told me that the check was mail out to someone else. I told her that not what I was told. she told me that what I am reading in the system. I ask to speak with an manager and she told me that she trying to get a manager. so every time I call I got a difference answer from each Customer care person. which told me that each one of them one not on the same page. as give out the right information. I really do not know how can Bob furniture is still in business. Their customer care operations need more training. I would like someone to look into this matter and let me know what happen to the refund Bob Furniture said that they was going to send me. To this day I am still waiting or someone to call me.
I would like Bob Furniture to look into this matter and send me my refund that I am due. it going to be a month and I still have not receiver my refund check.
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today and we have agreed upon an initial
resolution to resolve her concerns[redacted] has my direct contact information and
I will be following up with her again after our service technician visits her
father's residence on
Warm Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I am sorry to learn that you are having difficulty using the
valuable Goof Proof Plus Protection Plan you purchased through Bobs Discount
FurniturePlease disclose what type of one time accidental occurrence caused
these scratches to the table and I will be more than happy to seek further
recourse on your behalf through the [redacted] companyI apologize to you again
for any frustration this portion of your protection plan has caused you and
look forward to your response so that I can help you pursue this matter
further
Kind
regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customer. I do not see that this customer was scheduled
for BWB delivery howeverThe delivery
of 2/12/was originally scheduled as the 10th stop of the day with
an afternoon timeframe. This would have
been communicated by our automated system 24-hours prior to the delivery
date. The second delivery scheduled was
2/22/16. This was scheduled with an
estimated timeframe of 10am-2pm which was communicated to the customer 24-
hours prior to delivery. The team was at
the home at they waited minutes to allow us to try to reach the customer,
they were moved on at 1143.
We can certainly
understand the customer's frustration.
We believe the customer is owed something additional after their
concerns have been resolved
Bob's prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us
We currently have a delivery and an even exchange scheduled for to
resolve the remaining concerns with this merchandise
We have continued as a business to address this individual's concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our failures
Once the delivery is completed any additional accommodation we feel adequate to
offer to the customer is a form of our apology and at our internal discretion
We do not offer apology amounts based off of any individual's time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition
At this time we are looking forward to completely resolving this customer's
concern on and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office prior
to the delivery team leaving their residence We will review the account and what further we
are able to offer
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com-
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We are sorry that this
customer has endured long hold times and lack of follow up as well. We can
certainly understand the customer's frustration
Bob's prides itself on providing quality service and
the best value product for the priceOur primary focus is on making the
concern we caused right so that our customer is satisfied with the product that
they have purchased from usAs the retailer we have taken full responsibility
for the damages that may have occurred at the factory overseas or during the
extensive transit the merchandise endures prior to arriving to our customer
I believe that the team on 3/2/that refused to make the exchange were
concerned that the piece that they were there to pick up was damaged during the
process of trying to get it into the home.
When there is a very tight fit, the teams have to take into
consideration whether they can make the delivery without damaging the
merchandise or the customer's home. We
do require the team to make an attempt and to show the customer that it will
not fit without causing damages. Did the
first team have issues getting the piece into the home? We are sending another
team out on 3/19/16, we are asking for a more experienced team to ensure that
either the piece can be exchanged, or they in the very least show the customer
that it can not fit safely, without causing damage
At this time we are looking forward to completely resolving this customer's
concern on 3/19/and should the customer still be seeking an apology from us
they will be able to speak with our Customer Care Office prior to the delivery
team leaving their residence on 3/19/ We will review the account at that time and
determine what Bob's gift card amount we are able to offer as compensation for
our failures
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Our records indicate that this complaint has been resolved
as of Bobs has reached out to our valuable customer and agreed to
cover certain costs associated with replacing this merchandiseWe worked
directly with the [redacted] company to ensure that our customer gets the
resolution she truly deserves for her concernPlease extend my apologies that
this issue has caused her so much stress and anxietyHer reselection credit
number is: [redacted] and will expire on if it is not used towards
selecting a new sofa before that timeWe have also taken on the responsibility
of covering the cost to deliver her new selection; we genuinely hope that she
believes in Bobs Discount Furniture again
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We have spoken with [redacted] twice from our Customer Care
OfficesWe called her once on Monday and we spoke with her again
today (10.24.2014) in regards to this concern
Our records reflect that this sectional was delivered on
We sent two technician's to this customer's residence on 12/08/
as she reported having a concern with the cushions on this sectionalThe
technicians reported to us that they found no defects with this sectional while
in the home and tried to educate the customer on how to add stuffing to the
cushions should they loose resiliency due to useOur records reflect no
further contact from the customer to us over the course of the next three
years
During my call to the customer on the customer
disconnected the call out of what I assume was anger given the elevated tone
she selected to communicate with me inI was regretfully unable to get to the
point of offering the customer a courtesy best effort serviceShould the
customer wish, and the merchandise still be located at the original delivery
address, we are willing to send one of our technicians out to the home to
service the cushion concerns to the best of our abilityThis merchandise is
nearly three years beyond its manufacturing guarantee through Bobs Discount
Furniture and the customer did not purchase any additional warranty therefore
servicing the merchandise to the best of our ability will not make us liable
for the condition of the merchandise after the serviceWe strongly believe in
our technicians abilities to determine when an item is defective and when it is
experiencing wear and tearPlease consider that is completely
and should be expected that any cushion on any piece of furniture looses 20-30%
of its resiliency within the first year of useThis sectional has been in the
residence far beyond that year so a higher percentage of lost resiliency or
wear patterns should be expected and present
The customer alleges that the we display different
merchandise then what we actually deliver and I tried to assure the customer
that this is and I have followed up with our technician's manager to
address this statementAnother point I was regretfully unable to communicate
to the customer during our call is that the sectional we currently sell and
advertise is an updated version of what was sold and advertised years ago
during her purchase periodThe updated sectional has the same look and style
to it; however it is manufactured by a completely different companyThe fact
that wear and tear occurs to anything you use combined with the fact
that this sectional has been updated since the customer's purchase would be a
valid reason as to why the merchandise in the home looks different than what is
on our showroom floor years later
We are willing to offer the best effort service at no charge
and should the customer wish to accept it she is welcome to respond to us in
writing through this Revdex.com channel or contact our Customer Care Department at
###-###-#### (Mon-Sat 6:30am -8:00pm)
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon [redacted],
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize for the lack of care you cite to have received while
seeking resolution for your product concernsI assure you that we are a
company that keeps our customers best interests in mind with any choice we make
and seek to help our customers resolve their concerns in a manner which is fair
for both parties
The protection plan you purchased was bought specifically for
accidental occurrences and did not extend the manufacturing warranty that Bobs
Discount Furniture directly offered youThe company that we switched to for
this furniture protection plan is called [redacted] and their guidelines for
coverage mirror that of the [redacted] CompanyThe main difference in between
the two companies is that [redacted] allows you to repurchase a new protection
plan on an item they have replaced under their coverage and [redacted] does not
Regretfully even under the [redacted] plan we now sell, a claim of this version
would receive a denial result
In many cases across many
business lines wear and tear is not coveredFor instance, protection
plans that are sold on automobiles, electronics, and home appliances require
that you report an incident that caused the concern you have to use their coverage
While I truly respect your honesty the fact remains that the nature of your
report leads all to believe that the occurrence of tearing (with no accidental
cause) is the result of wear and tearPlease consider that you paid
$for a plan that offers to replace merchandise that totals at more than
five times its own costIt is reasonable that such a plan would maintain
coverage guidelines that keep the plan fair for all consumers alike
Your merchandise is also made out of bonded leather which is
another fact that I am certain is being considered along with the nature of
your reportBonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesiveOver time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backing
Bonded Leather is manufactured the same way industry wide and peeling or
tearing over time is not isolated to the bonded leather products we sell at
Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather
furniture in your home regretfully peeling or tearing can occur based on the
nature of this material's manufacturing process You have had this set
for over four years and in that four year period our records indicate that you
have not reported any issues to us before nowThe Bobs warranty on your
merchandise expired over three years ago and as this concern does not stem from
a factory defect in the product's workmanship and is viewed as wear and
tear industry wide, we are able to make a store credit offer to from a place of
extreme courtesy and care
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for the Sofa, Chair, and Ottoman from your ‘[redacted]' set
In the interest of fairness we would ask that if you want the new furniture you
select to be delivered you cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandiseWe can offer to remove the current Sofa and Loveseat you currently
maintain on the same date we deliver the newly selected merchandise and cover
the cost of disposal for you
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken to [redacted] today and apologized for the
terrible experience she has had with us thus farWe have corrected our
accounting issue and [redacted] has agreed to take delivery of her dining room set
on (this Thursday)I will be personally following up with [redacted] after
her delivery on to discuss a further form of monetary apology for the
lack of care and follow up that [redacted] received from us while making her new
purchase
I have also provided [redacted] with my direct contact
information so that she may receive the best care possible and the direct
attention her concern deserves
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I spoke with [redacted] today (9.05.2014) and apologized for any
type of misrepresentation our sales professional may have set forth during
[redacted]'s buying experienceI assured [redacted] that we will follow up on the
coaching concerns we have and that we truly appreciated her feedback because we
strive every day to offer our customers the best experiences overall
I have offered to cancel and refund [redacted]'s ‘[redacted] Protection Plan' at a prorated amount of $but I have explained to [redacted]
that this is not the best option for her as our valued customer
I have provided [redacted] with my direct phone number and my
email address has she has indicated that she has a concern with her table she
would like us to review and wants some time to consider the option of canceling
and refunding the protection plan she purchased
Thank you
for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison