Good Afternoon Revdex.com-
We are sincerely sorry that this customer had such a poor experience with Bob’s. The store did accept responsibility for the routing error. There was no contractual agreement on timeframe. The store is able to request an estimated window for delivery. In this customer’s case that was not something the routing department was able to accommodate. We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window. This is our most popular timeframe and not every request can be routed. We are very sorry that the customer is dissatisfied with our offer. The offer of the gift card is appropriate for this failure. We are very sorry for the error that caused the team to be routed for a later delivery. We do see that this customer has since accepted a $50 gift card as compensation for this error. We are very sorry that we caused this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage) of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We
certainly apologize for the experience this customer has had trying to get the
mattress repaired. Unfortunately pet
damage is not a manufacturing defect. We do not cover damage done from pets on
any furniture. This is something that as
a company we would not be able to assist with. There is no [redacted] sold on
mattresses please see attached sales order showing that the customer did not
pay for [redacted] on the mattress, as this is something we have never offered
as an option. There was [redacted] sold
on the Louie Bedroom set. This is also
not covered for any nail or teeth damage from pets. Please see attached flyer
given out at time of sale.
Our
failing has been in scheduling techs to go to the home on three occasions, for
that error I am sorry. We should not
have wasted the customer’s time. For
that reason I am submitting to have a $50 ECard sent to this customer as an
apology for our error. The agents that scheduled
this in error will receive coaching.
We are unable to cover occurrences of
animal damage and we are sorry if the customer remains dissatisfied.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted]....over $11,000 worth of furniture. A couch for myself and an apartment full of furniture for my son.....
One of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over 1 year call guardian, it is covered under goof proof. I called guardian and was asked what the discoloration was from... My first mistake was to answer honestly and explain "I did not know what the discoloration was from" ....[redacted]n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted]n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spots.... An email was sent to figure out how to reopen the case with guardian..... After multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repaired..... A letter then arrived from [redacted]n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of business... I certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business....
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies for the concerns our
customer experienced with delivery.
While we further apologize for any confusion that may have
been present at the time of sale, I have included a photo of the bed purchased
for reference. The bed is styled so a foundation is a customer choice and the bed
can be used for its intended purpose in the condition it was sold/delivered.
We certainly take responsibility for the confusion present
at the time of sale and made an effort to make the customer’s concern right by
applying a $50.00 gift card to the account (which was to be used with the
foundation purchase). As we have clearly failed our customer in getting this
foundation to them, we do acknowledge their reasoning for canceling the pending
purchase all together and feel terrible about continually letting our customer
down.
The $50.00 store credit is still available in our systems
for the customer and if the customer is willing to give us another chance and
re-instate their sales order for the foundation we can offer to apply an
additional $50.00 Bobs Discount Furniture Gift Card to the account and still
cover the cost of the delivering the foundation at no charge to the customer.
We apologize again for the poor experience our customer has
endured and thank them for posting thru this channel so that we have some
opportunity to make it right.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the delay in...
having this
rectified. [redacted] standard policy
is the customer does not receive a bill until the delivery has been
completed. The delivery was canceled and
[redacted] should not have been billed.
Connecticut state law requires any purchase of a mattress be charged a recycling
fee. This is an automatic charge. It is not considered as merchandise so it was
not automatically canceled with the cancelation of the mattress. We are very sorry that this occurred. We have processed the correction.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Worst customer service ever
Waited a year for my dining set to be replaced and a year after they schedule a delivery for a new set and happens to be that the new set was missing chairs. Customer service would not do anything for me even after me taking a week off work to receive parts a few weeks ago customer service said that they shipped and a supervisor told me that the parts were never shipped
HORRIBLE CUSTOMER SERVICE
AND FORGET ABOUT THEIR PROTECTION PLAN THAT YOU PAY FOR NOTHING
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot, they have reopened the claim.
They tried to reach the customer 1.26.17. If the customer has the contact number for
the person handling the claim we suggest they reach out as soon as possible to
discuss the next step.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Good Afternoon Revdex.com-
We are very sorry that the team was not...
able to meet the
freight elevator restrictions. The team
left the area because they had no place to park. The team submitted photos to us showing the
extremely tight road they were trying to navigate to get to the customer. They did not have a place to pull over and
park. The customer was given a four hour
window for delivery as all of our customer’s are given. The window this customer was given was 2:15
to 6:15. We are not able to schedule our
deliveries based solely on every customer’s building restrictions. We work very hard to accommodate each request
but in the cities, where every building has strict restrictions for deliveries
and use of elevator, we are not able to accommodate 2 hour windows. The team did make this delivery at 7pm. The team was 45 minutes outside of the
delivery window given.
This customer has already spoken to one of our colleagues
and agreed to final compensation of $263.30 back to their Wells Fargo account, plus
an additional compensation for damage and incorrect merchandise of $32.88. We will not be offering any additional
compensation based on the delivery occurring 45 minutes after the delivery
window.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
Our
records indicate that [redacted]’s sales order has been canceled. [redacted] has
been granted a $125.00 gift card to Bobs Discount Furniture as we were so sorry
for her wait time. We apologize again that we could not control the length of
shipping time that led to our customer’s disappointment. At this time we are
unable to offer further recourse for this concern.
Thank
You,
[redacted]
Bobs
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Anyway that we can keep this open until the actual exchange happens? Just in case any issue arises.
Sincerely,
[redacted]
size="3">
Please pass on our apologies to Mr. and Mrs. [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause them. We assure Mr. and Mrs. [redacted] that their property claim has been
correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As their property claim is being handled by the trucking company
that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that
third party and not Bobs Discount Furniture directly. Per our contractual
agreements with this trucking company they are owed a fair chance to process
resolution on their claim prior to Bobs Discount Furniture inserting ourselves
into a situation where it is most likely unnecessary and could ultimately cause
confusion or a delay in response to the customer.
I did send a message on Mr. and Mrs. [redacted]’s behalf and received the
following response from the trucking company responsible for this claim (I have
removed the agent’s last name in order to protect their security in this public
channel):
From:
[redacted] [mailto:[redacted] Sent: Tuesday, November 10, 2015 3:10 PMTo: G[redacted], Stephanie
Good Afternoon All,
I have talked to Mr. [redacted] about having a manager come to his home tomorrow
( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take
a photo of the damage. We will address how we will resolve this matter
once this has been completed and update everyone accordingly.
Thank you,
[redacted]
We encourage the customer to continue communications with the representative(s)
handling his claim via the trucking company.
We apologize again to our customer for the inconveniences this
concern causes them and remain confident in the trucking company’s ability to
address the damage caused directly with the claimant.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can absolutely understand their frustration with this.
The depot has sent this to the insurance company for payment. The customer should be receiving the payment
soon, if it has not already been received.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Afternoon Revdex.com,
Please apologize to our customer
for any confusion that may have been initiated at our store regarding the
explanation of this fee. As the retailer
it is our responsibility to properly explain this fee and the fact that it is
not controlled by us (the retailer).
As of May 1, 2015
CT state law requires that every retailer collect a $9 recycling fee for every
mattress and/or foundation sold. This fee, paid by the customer when bedding is
sold, is passed on to the state, thus funding the state’s mattress recycling
program. As we are not in control of charging this fee we are unable to offer a
refund on the fee.
The Mattress Recycle Council – Is
a nonprofit organization formed by the mattress industry to operate
recycling programs in all states that enact mattress and box spring/foundation
recycling laws.
·
CT state mattress recycling program is similar to the recycling
programs that a number of states have for other products like oil, paint,
tires, carpet and batteries.
·
Every year, at least 20 MILLION used mattress and box
springs are dumped.
·
That’s an average of about 50,000 EVERY DAY!
·
More than 90 percent of a mattress can be recycled
·
Recycling will conserve new resources by making used steel, foam
and other materials available for use in new products
·
Reduces reliance on incinerators and landfills by diverting
mattresses from the waste stream
·
Reduces the number of illegally dumped mattresses
·
Creates recycling jobs
The customer can
also visit [redacted]
for more information on this program.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We are very sorry that this sofa did not live up to the customer’s expectations. In an effort to meet this consumer’s demands for resolution due to the part delay we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa and chaise kit. We have included the [redacted] plan in the credit. We will waive a new delivery fee for the reselection. Please see attached copy for the customer’s records.
If this customer would like to accept this offer, please reply to the Revdex.com that it is accepted, so that we can release the credit. Kindest Regards, ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jamie to
rectify the situation and reach a satisfactory outcome.
[redacted] has accepted this claim and sent the customer an option letter. I have attached this letter for review. The customer must reach back out to [redacted]
to advise which option they would like to select.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced...
while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business (Guardian Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Goof Proof
handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. Guardian is a third party insurance
company. Like any other insurance policy
they accept claims that fall under the policy guidelines: those that are
submitted when the damage occurred (within 30 days of being reported)and how
the damage occurred (to show that it was an accident and not misuse).
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that this damage occurred on 5.16.16 they called to report the damage
on 8.16.16. That is far outside the
thirty day window they allow.
Bobs Discount Furniture’s responsibility was a one year manufacturing
warranty. This merchandise was delivered
in August 2011. The one year warranty
expired almost four years ago. These
complaints are non repairable and not a manufacturing defect. We would not be able to offer any options.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture offered me a $50 credit to use at their store, however, my purchase was $233.00. I don't agree with the policy and feel I was sold damaged merchandise upon first use. I looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my home. I feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise.
Sincerely,
[redacted] [redacted]
BOBS sells customers what they think is good furniture with a great warranty. The truth is they sell furniture that often has issues or doesn't stand up for more than 3-5 yrs then they refuse to honor the warranty and say it's their third party business partners responsibility. And that becomes a whole blame game!
Good Afternoon Revdex.com-
We are sincerely sorry that this customer had such a poor experience with Bob’s. The store did accept responsibility for the routing error. There was no contractual agreement on timeframe. The store is able to request an estimated window for delivery. In this customer’s case that was not something the routing department was able to accommodate. We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window. This is our most popular timeframe and not every request can be routed. We are very sorry that the customer is dissatisfied with our offer. The offer of the gift card is appropriate for this failure. We are very sorry for the error that caused the team to be routed for a later delivery. We do see that this customer has since accepted a $50 gift card as compensation for this error. We are very sorry that we caused this delivery to be an inconvenience.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage) of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We
certainly apologize for the experience this customer has had trying to get the
mattress repaired. Unfortunately pet
damage is not a manufacturing defect. We do not cover damage done from pets on
any furniture. This is something that as
a company we would not be able to assist with. There is no [redacted] sold on
mattresses please see attached sales order showing that the customer did not
pay for [redacted] on the mattress, as this is something we have never offered
as an option. There was [redacted] sold
on the Louie Bedroom set. This is also
not covered for any nail or teeth damage from pets. Please see attached flyer
given out at time of sale.
Our
failing has been in scheduling techs to go to the home on three occasions, for
that error I am sorry. We should not
have wasted the customer’s time. For
that reason I am submitting to have a $50 ECard sent to this customer as an
apology for our error. The agents that scheduled
this in error will receive coaching.
We are unable to cover occurrences of
animal damage and we are sorry if the customer remains dissatisfied.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Bobs has offered nothing! [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $100 gift card, called me and sincerely apologized. From bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaint. Nothing has been offered because there is a lack
Of empathy for this situation. You have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensive. I should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays.
It's absurd. The whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off schedule. You should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints.
Sincerely,
[redacted]
I purchased (2) sectional couches, a wall unit, kitchen table and chairs, bedroom set, mattress, area rug, all with [redacted]....over $11,000 worth of furniture. A couch for myself and an apartment full of furniture for my son.....
One of the leather couches started to develop random color discoloration spots, the color started wearing off the leather....I called Bobs and was told its over 1 year call guardian, it is covered under goof proof. I called guardian and was asked what the discoloration was from... My first mistake was to answer honestly and explain "I did not know what the discoloration was from" ....[redacted]n proceeded to deny the claim....sorry you're not covered if you don't know what the discoloration is from....so, I went to the store and spoke with the manager and salesman, who advised me to tell [redacted]n, the discoloration is from one of the "covered issues" such as animal urine and they will come to repair the discoloration spots.... An email was sent to figure out how to reopen the case with guardian..... After multiple calls a technician came to inspect the couch to be told by the technician the leather on the couch is "defective" these are not stains, the leather is discoloring because it is defective and can not be repaired..... A letter then arrived from [redacted]n stating my furniture is ineligible for coverage due to color loss....so much for Goof Proof......the run around, excuses, promises, poor customer service is so disappointing to no avail, to be told that the damage reported is ineligible for coverage.....As a business owner, if I treated my customer with such customer service I would be out of business... I certainly will not be buying any furniture in the future for myself or for my other children, when the time comes to furnish their apartments in the next year or two.....This furniture purchase and guarantee is very poor business....
Good Morning Revdex.com,
face="Calibri">Please pass on our deepest apologies for the concerns our
customer experienced with delivery.
While we further apologize for any confusion that may have
been present at the time of sale, I have included a photo of the bed purchased
for reference. The bed is styled so a foundation is a customer choice and the bed
can be used for its intended purpose in the condition it was sold/delivered.
We certainly take responsibility for the confusion present
at the time of sale and made an effort to make the customer’s concern right by
applying a $50.00 gift card to the account (which was to be used with the
foundation purchase). As we have clearly failed our customer in getting this
foundation to them, we do acknowledge their reasoning for canceling the pending
purchase all together and feel terrible about continually letting our customer
down.
The $50.00 store credit is still available in our systems
for the customer and if the customer is willing to give us another chance and
re-instate their sales order for the foundation we can offer to apply an
additional $50.00 Bobs Discount Furniture Gift Card to the account and still
cover the cost of the delivering the foundation at no charge to the customer.
We apologize again for the poor experience our customer has
endured and thank them for posting thru this channel so that we have some
opportunity to make it right.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for the delay in...
having this
rectified. [redacted] standard policy
is the customer does not receive a bill until the delivery has been
completed. The delivery was canceled and
[redacted] should not have been billed.
Connecticut state law requires any purchase of a mattress be charged a recycling
fee. This is an automatic charge. It is not considered as merchandise so it was
not automatically canceled with the cancelation of the mattress. We are very sorry that this occurred. We have processed the correction.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Worst customer service ever
Waited a year for my dining set to be replaced and a year after they schedule a delivery for a new set and happens to be that the new set was missing chairs. Customer service would not do anything for me even after me taking a week off work to receive parts a few weeks ago customer service said that they shipped and a supervisor told me that the parts were never shipped
HORRIBLE CUSTOMER SERVICE
AND FORGET ABOUT THEIR PROTECTION PLAN THAT YOU PAY FOR NOTHING
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot, they have reopened the claim.
They tried to reach the customer 1.26.17. If the customer has the contact number for
the person handling the claim we suggest they reach out as soon as possible to
discuss the next step.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the team was not...
able to meet the
freight elevator restrictions. The team
left the area because they had no place to park. The team submitted photos to us showing the
extremely tight road they were trying to navigate to get to the customer. They did not have a place to pull over and
park. The customer was given a four hour
window for delivery as all of our customer’s are given. The window this customer was given was 2:15
to 6:15. We are not able to schedule our
deliveries based solely on every customer’s building restrictions. We work very hard to accommodate each request
but in the cities, where every building has strict restrictions for deliveries
and use of elevator, we are not able to accommodate 2 hour windows. The team did make this delivery at 7pm. The team was 45 minutes outside of the
delivery window given.
This customer has already spoken to one of our colleagues
and agreed to final compensation of $263.30 back to their Wells Fargo account, plus
an additional compensation for damage and incorrect merchandise of $32.88. We will not be offering any additional
compensation based on the delivery occurring 45 minutes after the delivery
window.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon Revdex.com,
Our
records indicate that [redacted]’s sales order has been canceled. [redacted] has
been granted a $125.00 gift card to Bobs Discount Furniture as we were so sorry
for her wait time. We apologize again that we could not control the length of
shipping time that led to our customer’s disappointment. At this time we are
unable to offer further recourse for this concern.
Thank
You,
[redacted]
Bobs
Discount Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Anyway that we can keep this open until the actual exchange happens? Just in case any issue arises.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our apologies to Mr. and Mrs. [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause them. We assure Mr. and Mrs. [redacted] that their property claim has been
correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As their property claim is being handled by the trucking company
that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that
third party and not Bobs Discount Furniture directly. Per our contractual
agreements with this trucking company they are owed a fair chance to process
resolution on their claim prior to Bobs Discount Furniture inserting ourselves
into a situation where it is most likely unnecessary and could ultimately cause
confusion or a delay in response to the customer.
I did send a message on Mr. and Mrs. [redacted]’s behalf and received the
following response from the trucking company responsible for this claim (I have
removed the agent’s last name in order to protect their security in this public
channel):
From:
[redacted] [mailto:[redacted] Sent: Tuesday, November 10, 2015 3:10 PMTo: G[redacted], Stephanie
Good Afternoon All,
I have talked to Mr. [redacted] about having a manager come to his home tomorrow
( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take
a photo of the damage. We will address how we will resolve this matter
once this has been completed and update everyone accordingly.
Thank you,
[redacted]
We encourage the customer to continue communications with the representative(s)
handling his claim via the trucking company.
We apologize again to our customer for the inconveniences this
concern causes them and remain confident in the trucking company’s ability to
address the damage caused directly with the claimant.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can absolutely understand their frustration with this.
The depot has sent this to the insurance company for payment. The customer should be receiving the payment
soon, if it has not already been received.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Afternoon Revdex.com,
Please apologize to our customer
for any confusion that may have been initiated at our store regarding the
explanation of this fee. As the retailer
it is our responsibility to properly explain this fee and the fact that it is
not controlled by us (the retailer).
As of May 1, 2015
CT state law requires that every retailer collect a $9 recycling fee for every
mattress and/or foundation sold. This fee, paid by the customer when bedding is
sold, is passed on to the state, thus funding the state’s mattress recycling
program. As we are not in control of charging this fee we are unable to offer a
refund on the fee.
The Mattress Recycle Council – Is
a nonprofit organization formed by the mattress industry to operate
recycling programs in all states that enact mattress and box spring/foundation
recycling laws.
·
CT state mattress recycling program is similar to the recycling
programs that a number of states have for other products like oil, paint,
tires, carpet and batteries.
·
Every year, at least 20 MILLION used mattress and box
springs are dumped.
·
That’s an average of about 50,000 EVERY DAY!
·
More than 90 percent of a mattress can be recycled
·
Recycling will conserve new resources by making used steel, foam
and other materials available for use in new products
·
Reduces reliance on incinerators and landfills by diverting
mattresses from the waste stream
·
Reduces the number of illegally dumped mattresses
·
Creates recycling jobs
The customer can
also visit [redacted]
for more information on this program.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
We are very sorry that this sofa did not live up to the customer’s expectations. In an effort to meet this consumer’s demands for resolution due to the part delay we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the sofa and chaise kit. We have included the [redacted] plan in the credit. We will waive a new delivery fee for the reselection. Please see attached copy for the customer’s records.
If this customer would like to accept this offer, please reply to the Revdex.com that it is accepted, so that we can release the credit. Kindest Regards, ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Tell us why here...
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jamie to
rectify the situation and reach a satisfactory outcome.
[redacted] has accepted this claim and sent the customer an option letter. I have attached this letter for review. The customer must reach back out to [redacted]
to advise which option they would like to select.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced...
while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business (Guardian Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Goof Proof
handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. Guardian is a third party insurance
company. Like any other insurance policy
they accept claims that fall under the policy guidelines: those that are
submitted when the damage occurred (within 30 days of being reported)and how
the damage occurred (to show that it was an accident and not misuse).
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that this damage occurred on 5.16.16 they called to report the damage
on 8.16.16. That is far outside the
thirty day window they allow.
Bobs Discount Furniture’s responsibility was a one year manufacturing
warranty. This merchandise was delivered
in August 2011. The one year warranty
expired almost four years ago. These
complaints are non repairable and not a manufacturing defect. We would not be able to offer any options.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture offered me a $50 credit to use at their store, however, my purchase was $233.00. I don't agree with the policy and feel I was sold damaged merchandise upon first use. I looked over the product when it was delivered and there were no defects visually, however, the internal structure was broken when sat on immediately after the delivery men left my home. I feel as though Bob's took my money and now don't want to take responsibility for shoddy merchandise.
Sincerely,
[redacted] [redacted]
BOBS sells customers what they think is good furniture with a great warranty. The truth is they sell furniture that often has issues or doesn't stand up for more than 3-5 yrs then they refuse to honor the warranty and say it's their third party business partners responsibility. And that becomes a whole blame game!