minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Bob’s prides itself on providing
quality service and the best value product for the price. Our 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 have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not our normal
procedure to so we do recognize that we have failed our customer and we are
willing to make an exception in this case to work above our normal compensation
guidelines and policies. We do not offer apology monetary amounts based off of
any individual’s time or lost wages, as this would not be a fair and even
practice for all customers.
We can offer to provide the
customer with a monetary refund based on the amount paid to us for a delivery
fee on this sales order ($129.99). Should the customer wish to accept this
offer, please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will have our retail location reach out to them to
complete any further processing needed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phone. when tracking online it shows it has been delivered and now 1 1/2 hr after the so-called delivery and 92 minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!). I want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible.
Kindest Regards,
[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. It appears this concern has been handled
poorly, the call in question will be pulled for review and training. We are very sorry that this mis-communication
has caused the customer more pain.
I see that this customer has already spoken with one of
my colleagues and it appears the customer will be returning the bed for a
refund. This is scheduled for pickup on
9.16.16. The refund to [redacted] will
be processed once the merchandise has been returned.
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.
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing quality service and the best
value product for the price. Our 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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for a refund of the delivery
fee ($39.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted] I called my credit card todayand bobs has not refunded my card of the$997.98 I returned the merchandise on monday and [redacted] promised me a full refund after the chairs were returned,still waiting.
Sincerely,.
[redacted]
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
colleagues. We have set up the
reselection and the exchange that the customer has requested.
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 Morning Jamie,
face="Calibri">Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal cr you have
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Morning [redacted] and
Revdex.com-
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
I think you
are in haze to close the matter so you didn’t read my post properly. Did you
hear the conversation with customer service representative?
[redacted] It is humiliating experience. I would prefer
proper answer to all my question rather than a brief response.
Question 1)
Anything we purchase today has minimum 15 to 30 days return policy. Why you do
not have refund policy on products you deliver. Why you are exception to this
policy when the cost of the item you sell goes in thousands of dollars. This
gives impression that you don’t trust your product quality. Once product
reaches customer, you are sure that he is not going to like it. Even If we buy
$40K car today, it has 30 days return policy. So why your $2k to $3k sofa
doesn’t have return policy.
Question 2)
Why your customer service representatives were telling during the call that
customer has only 3 days to report any delivery damage. They mentioned it is
written in the receipt we have signed. When we asked them where it is written,
they were not able to show it.
Question 3)
We didn’t observe any issue in the sofa that we saw in store that was on
display. We didn’t observe the space in that sofa between seat and armrest. We
didn’t observe the sagging in arm rest that your technician observed in the
piece we have. Are you telling that customer has to keep the piece that was
delivered even if he didn’t like something in it as compared to one he saw in
store just because you are able to tag that defect as “Within Manufacturing
standard”. And he has to keep it because you have no refund policy?
Question 4)
Why you don’t present “Manufacturing standard limits” to customer when he is
ordering the products. So he can make better informed choice rather than
getting cheated after the delivery.
Question 5)
You are constantly arguing that the sofa you delivered didn’t had any defect.
we want individual answers to all questions.
a) Do you have any pictures taken before delivery
of sofa to prove that delivered piece didn’t have any defect?b)
Did the delivery people showed sofa upside down
during delivery to show there was no damage?
c)
Your technician mentioned that Leg got cracked
because we moved sofa. We have carpeted floor. Is your sofa leg so delicate
that it would crack if we move it in carpet?
Question 6)
You are not able to deliver me a sofa without any defect after 4 deliveries.
Give me individual answers:
a)
What assurance can you give me that next sofa
that you will be without any defect/damages?
b)
Why should we be paying delivery charges for you
to deliver me a defective piece?
Please pass on our apologies for
the disappointment our customer experienced with the recliner they initially
selected to purchase.
The customer was offered a
resolution for re-selection as an extreme courtesy (already working beyond the
policy we communicated at the time of sale) and as the customer has disclosed
there was never a defect in workmanship with the chair we initially brought.
The service of delivering merchandise
has always been a service that our organization charges separately for from the
cost of our merchandise. Our company did our best to provide our customer with
resolution in a situation where we did not fail (please consider that we cannot
re-sell the chair that was originally in the home and as a business took on any
associated costs of disposal that may be necessary for the non defective,
original chair).
As of today – the customer’s account shows
that their newly selected chair was delivered successfully on 1.21.2016.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
We apologize to our customer for the
frustration and disappointment they are experiencing from this concern.
-Small fissures on stone product are
considered a natural characteristic of the merchandise. This is normal because it’s
not a crack it’s a vein that once carried minerals that was formed in the stone
millions of years ago. There are multitudes of public information available on
a fissure being a normal characteristic for stone products and many consumers’
do mistake fissures for cracks. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the stone. These characteristics are what makes each piece
of granite unique, stand out, and make it “natural.”
-Bobs Discount Furniture provides
product knowledge, such as information about fissures and pitting in stone
product in all of our showrooms so our customer’s are fully educated on the
product they are buying. We always remind our customers that it is important to
keep in mind that any manufactured stone merchandise is a product of nature. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the piece. These characteristics are what makes each piece
of granite unique, and make it a ‘natural product’.
This table was deemed up to our
manufacturer’s standards. If the
customer does not feel it is up to their personal standards, then that is a
failing of Bob’s for failing to explain the products natural character before
the sale.
At this time we can offer two options,
we can offer to discount the table in the home, if the customer feels that they
love the table enough to live with the natural pitting. This would be a small discount as this was an
inexpensive piece. We can offer $20 back
on the table with the pitting and the delivery fee of $59.99 if the customer wants
to keep the table in the home in the condition it is in. Or we can offer to pick up the tables for a
refund of the price of the tables to [redacted].
Please advise which option would be
best and I will process the paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
size="3">
We are
very sorry about the errors that were made while processing this refund,
causing our customer any inconveniences. Please assure our customer that we
will be following up directly with our staff regarding the coaching concerns that
have been brought to our direct attention. Our records show information from
mid February 2015 indicating that we were continually waiting on the customer
to contact us back with their credit card information; we do not keep original
credit card information on file for our customer’s protection. We will
certainly research further to address the multiple calls the customer asserts to
have continually made to us, of course their refund concerns should have been
addressed and resolved within one phone call after we received verification of
the credit card number.
In
researching this customer’s account today (3.10.2015), our records do indicate
that the refund has been completely released and returned from our end as of
3.06.2015. We can certainly understand the immediate need to have these funds
back on such a large purchase like this and we feel terrible about any delay
that may have occurred in our release of these funds. The fact remains that
even after we release these funds there is another
party involved in getting these funds back to the customer (their bank). The
refund was also released and processed over the occurrence of a weekend which
is significant due to the nature of this transaction. Technically speaking
today (3.10.2015) including the release date of Friday 3.06.2015, would make
three business days from processing these electronic funds from our end.
Three –
five business days is a very common timeline that occurs between two companies
processing an electronic refund for any consumer. I would expect that the funds be completely
reallocated to the original method of payment by this Thursday (3.12.2015)
which would meet our expectations of a maximum five day processing time, if
this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more
– the funds have been completely released from our end and at this time if the
customer is still waiting on the refund it is due to the processing time
associated with the bank their card is thru.
I apologize again for the inconvenience our failures caused our customer and
genuinely hope that our customer will provide us with another opportunity to
earn their trust back in our business in the future.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies for the level of failure our
customer has experienced with this purchase. I understand and acknowledge the
reasons why our customer is frustrated with this entire ordeal and further
apologize for the lack of care she feels her delivery and concerns have been
met with. Please know that in moving forward in this communication I will be
doing my very best to address the demand for information the customer is
communicating, I am not – in any definition of the word- attempting to make
excuses for the poor experience that has taken place here.
The merchandise selected was ordered as a ‘Special Order’.
Special orders are made one and only time specifically for the specified
customer/order by the overseas vendor. We certainly take full ownership and
responsibility for the failures and misplacement of merchandise from the
original attempt, conversely to the dates communicated by the customer, I find
in this customer’s account that the delivery attempt was scheduled for
8.26.2015 and canceled by the customer on 8.24.2015. All merchandise for
deliveries to ** has to begin its loading/shipping process from our CT
distribution center at least three days prior to the scheduled delivery. We try
very hard to remain transparent with our customers by placing the following
information on the sales receipt:
Once scheduled, any changes to your order must be
made at
least 3 days prior to your scheduled delivery
date.
Again – we understand our failure in this case, our
representative should never have rescheduled an item we only had one of for a
date two days after the planned issue date or allegedly told the customer that
this wasn’t already on its way for shipment. This is our training failure and
we have begun taking the appropriate action internally to correct this failure
and ensure it does not occur again. When merchandise is loaded then shipped and
not delivered it then must start a return process from a trucking company in **
to our distribution center in CT. As we do approximately 4,000 deliveries a day
it is rational to expect that each trucking company has several return trailers
returning to the distribution center on various days for various reasons. The
best determination I can make from reviewing this specific situation is that
the loveseat was placed on one return trailer while the other sectional items
went back on a different trailer and again – the order should never have been offered for a re
delivery from the customer’s cancelation in such a short span of time. The
physical process of shipping for delivery (please also consider that most
likely this merchandise had to ride
around all day to other stops with the original delivery team on the scheduled
date of 8.26.2015 and then had to be unloaded again that evening after the team
returned), offloading, re loading, shipping back to CT, offloading again, and
then finally preparing to ship out again to the customer just doesn’t happen
successfully within the small rescheduling window that was provided to the
customer here.
In all legitimacy if this sectional was a part of our
stocked line up then the rescheduling timeframe wouldn’t have caused any
inconvenience to our customer as we could have just picked the new items right
off of our distribution center shelves to ship out for 8.28.2015.
Like any other business we have a policy and procedure in
place for offering compensation to a customer. The procedure (specifically for
the customer’s benefit) does outline that we will discuss the option and/or
options available after we have honored our original promise to the customer
(the merchandise they selected and expected in good condition). There is no intent to deceive within this
procedure and as it is our responsibility first and foremost to honor the
purchasing agreement while making our failures right by the customer it is
perfectly reasonable and fair that compensation should be discussed after the
sales order has been completed. I do apologize that this process had any affect
on the customer’s ability to decide whether to keep their sale with us open or
not however that remains an assessment that must be made by the consumer
directly.
The information communicated regarding the delivery team’s
behavior and lack of professionalism from 9.10.2015 is appalling and tremendously
embarrassing. We do not find this type of behavior an acceptable representation
of our company and I do hope our customer can accept our deepest apologies for
being left with such a poor impression of our delivery service. If there is
property damage present the customer is welcome to file a property claim for
existing home damage from this delivery attempt. As with our other training
concern – we have begun addressing this delivery complaint internally and will
take the appropriate action.
In reference to the original method of payment being
refunded, we can certainly speak with our agent in regards to the manner in
which this refund was processed, as the customer has stated the agent and the
customer’s fiancé would have been on an unrecorded phone line to protect the
security of the full card number. If the
customer’s fiancé was able to provide the complete credit card information
(number, expiration date, etc.) then I believe it is safe to conclude that the
fiancé was either in possession of the card (having been given authorization to
use it by the card holder) or would have had to be provided with the full
information necessary by the card holder to begin with.
Our greatest regret and defeat will remain loosing our
customer’s trust in our business and there is no amount of money that will make
the failures our customer has experienced OK. We have offered and processed the accepted compensation amount
for over 10% of the entire sale’s cost ($150.00) and this remains the most
adequate apology offer we are able to process for our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and failed part orders caused our
customer. We can certainly understand the customer’s frustration. Our records indicate that the final drawer
was delivered 1.4.17.
Bob’s prides itself on providing quality
service and the best value product for the price. Our 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 have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. The order of the vanity has
been canceled per the customer’s request.
While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies. We can offer to provide the customer with an ECard in the amount of
$100. Should the customer wish to accept
this offer, please advise that they may respond to this communication via the
Revdex.com as ‘satisfactory’ and we will have our gift card department create the
credit and email the customer directly.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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. A full store credit is wonderful.
[redacted]
We are sincerely sorry for all of the issues you experience in the
past. I reviewed the account and see
that while you returned almost everything, I do see that the “Weecliner” was
not returned. If this is incorrect
please advice. That still left some deficit
from what you were seeking. I found that
the delivery fee was not refunded to you.
I do not know if this was discussed with you at the time or not, but
reviewing the account I have no issues offering that to you now, reviewing the
failures that occurred. I have already
created that paperwork; you would just need to reach out to the store to give
them the original credit card used. If
you no longer have that card in your possession, you would need to visit a Bob’s
store with a photo id and a different credit card. The refund of the delivery fee is $213.99.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment visa 4[redacted]9191. Once the credit card number is entered into the transaction
the refund should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: 61697715
At
that point they will take the credit card information from schedule the pick up
complete the processing.
mso-bidi-theme-font: minor-latin; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
Please see the attached pictures (3 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 8.6.16 and explicitly show the lack of care that this
merchandise has suffered. While we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
This customer did submit a claim with [redacted] as well. They reported to [redacted] that the damages
occurred about 2 months previously and that she had no idea how or why. This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear
indication of the accident that occurred causing the damage.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.
I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.
Sincerely,
[redacted]
Good Morning [redacted]
size="3" face="Times New Roman">
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Bob’s prides itself on providing
quality service and the best value product for the price. Our 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 have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not our normal
procedure to so we do recognize that we have failed our customer and we are
willing to make an exception in this case to work above our normal compensation
guidelines and policies. We do not offer apology monetary amounts based off of
any individual’s time or lost wages, as this would not be a fair and even
practice for all customers.
We can offer to provide the
customer with a monetary refund based on the amount paid to us for a delivery
fee on this sales order ($129.99). Should the customer wish to accept this
offer, please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will have our retail location reach out to them to
complete any further processing needed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phone. when tracking online it shows it has been delivered and now 1 1/2 hr after the so-called delivery and 92 minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!). I want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible.
Kindest Regards,
[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. It appears this concern has been handled
poorly, the call in question will be pulled for review and training. We are very sorry that this mis-communication
has caused the customer more pain.
I see that this customer has already spoken with one of
my colleagues and it appears the customer will be returning the bed for a
refund. This is scheduled for pickup on
9.16.16. The refund to [redacted] will
be processed once the merchandise has been returned.
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...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
Bob’s prides itself on providing quality service and the best
value product for the price. Our 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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for a refund of the delivery
fee ($39.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted] I called my credit card todayand bobs has not refunded my card of the$997.98 I returned the merchandise on monday and [redacted] promised me a full refund after the chairs were returned,still waiting.
Sincerely,.
[redacted]
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
colleagues. We have set up the
reselection and the exchange that the customer has requested.
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 Morning Jamie,
r you have
face="Calibri">Your response was just received to us today (1.22.2015) thru
the Revdex.com mediation channel you opened.
At this time our records indicate that the even exchange of
the headboard and footboard pieces went successful on 1.16.2015, there are no
other notes uploaded to your account to designate what may or may not have
happened with the assembly of this bed on this day. As our drivers provided us
with an ‘OK’ result code we adopt the thoughts that the delivery was accepted
by you and fully assembled in the manner you instructed the delivery team to operate
in.
Regardless of your personal
research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs
Discount Furniture would never sell any merchandise that could potentially be
harmful to our customers.
What continues to personally befuddle me is why, when you are so aggressively
alleging that this furniture is harmful to you, you wouldn’t be seeking for our
business to remove the product from your home?
Should you and your husband both be experiencing such a terrible preference
concern that it has driven you from your permanent place of resting wouldn’t it
be more beneficial to the both of you to select a different piece of
merchandise where the ‘new furniture smell’ does not bother you so?
We offer any type of additional apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. I apologize that anyone told you we don’t have items for sale for $50.00
or less because we most certainly do. We have several cash and carry items that
can be taken from our Showrooms or Pit locations as our free gift of apology.
As listed
above, your account indicates that you have accepted the exchange and any
merchandise concerns related to damage have been resolved as of 1.16.2015.
-As the concerns with damage have been made right we are
happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially
offered you as an apology for the frustrations caused to you. At this time we
can offer to electronically load it to the internal c
with us or we can mail a physical gift card to you.
-On a separate note: Should you wish to have this bed
removed from your home because of the preference concern you are experiencing
we are happy to work above and beyond our company policy and remove the bed
(headboard, footboard, rails) from your home for a monetary refund. While this
is far beyond our normal procedures to offer, I just cannot see how keeping a
product you are so personally dissatisfied with would at all be constructive to
you as a customer.
The accusations you feel necessary to
communicate regarding the sale of potentially harmful merchandise are distasteful
and defamatory. As a retailer we are more than willing to work with you in a
fair and adequate manner in an effort to gain your satisfaction.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Morning [redacted] and
Revdex.com-
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Complaint: [redacted]
I am rejecting this response because:
I think you
are in haze to close the matter so you didn’t read my post properly. Did you
hear the conversation with customer service representative?
[redacted] It is humiliating experience. I would prefer
proper answer to all my question rather than a brief response.
Question 1)
Anything we purchase today has minimum 15 to 30 days return policy. Why you do
not have refund policy on products you deliver. Why you are exception to this
policy when the cost of the item you sell goes in thousands of dollars. This
gives impression that you don’t trust your product quality. Once product
reaches customer, you are sure that he is not going to like it. Even If we buy
$40K car today, it has 30 days return policy. So why your $2k to $3k sofa
doesn’t have return policy.
Question 2)
Why your customer service representatives were telling during the call that
customer has only 3 days to report any delivery damage. They mentioned it is
written in the receipt we have signed. When we asked them where it is written,
they were not able to show it.
Question 3)
We didn’t observe any issue in the sofa that we saw in store that was on
display. We didn’t observe the space in that sofa between seat and armrest. We
didn’t observe the sagging in arm rest that your technician observed in the
piece we have. Are you telling that customer has to keep the piece that was
delivered even if he didn’t like something in it as compared to one he saw in
store just because you are able to tag that defect as “Within Manufacturing
standard”. And he has to keep it because you have no refund policy?
Question 4)
Why you don’t present “Manufacturing standard limits” to customer when he is
ordering the products. So he can make better informed choice rather than
getting cheated after the delivery.
Question 5)
You are constantly arguing that the sofa you delivered didn’t had any defect.
we want individual answers to all questions.
a) Do you have any pictures taken before delivery
of sofa to prove that delivered piece didn’t have any defect?b)
Did the delivery people showed sofa upside down
during delivery to show there was no damage?
c)
Your technician mentioned that Leg got cracked
because we moved sofa. We have carpeted floor. Is your sofa leg so delicate
that it would crack if we move it in carpet?
Question 6)
You are not able to deliver me a sofa without any defect after 4 deliveries.
Give me individual answers:
a)
What assurance can you give me that next sofa
that you will be without any defect/damages?
b)
Why should we be paying delivery charges for you
to deliver me a defective piece?
Sincerely,[redacted]
Good Afternoon Revdex.com,...
Please pass on our apologies for
the disappointment our customer experienced with the recliner they initially
selected to purchase.
The customer was offered a
resolution for re-selection as an extreme courtesy (already working beyond the
policy we communicated at the time of sale) and as the customer has disclosed
there was never a defect in workmanship with the chair we initially brought.
The service of delivering merchandise
has always been a service that our organization charges separately for from the
cost of our merchandise. Our company did our best to provide our customer with
resolution in a situation where we did not fail (please consider that we cannot
re-sell the chair that was originally in the home and as a business took on any
associated costs of disposal that may be necessary for the non defective,
original chair).
As of today – the customer’s account shows
that their newly selected chair was delivered successfully on 1.21.2016.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
We apologize to our customer for the
frustration and disappointment they are experiencing from this concern.
-Small fissures on stone product are
considered a natural characteristic of the merchandise. This is normal because it’s
not a crack it’s a vein that once carried minerals that was formed in the stone
millions of years ago. There are multitudes of public information available on
a fissure being a normal characteristic for stone products and many consumers’
do mistake fissures for cracks. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the stone. These characteristics are what makes each piece
of granite unique, stand out, and make it “natural.”
-Bobs Discount Furniture provides
product knowledge, such as information about fissures and pitting in stone
product in all of our showrooms so our customer’s are fully educated on the
product they are buying. We always remind our customers that it is important to
keep in mind that any manufactured stone merchandise is a product of nature. While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the piece. These characteristics are what makes each piece
of granite unique, and make it a ‘natural product’.
This table was deemed up to our
manufacturer’s standards. If the
customer does not feel it is up to their personal standards, then that is a
failing of Bob’s for failing to explain the products natural character before
the sale.
At this time we can offer two options,
we can offer to discount the table in the home, if the customer feels that they
love the table enough to live with the natural pitting. This would be a small discount as this was an
inexpensive piece. We can offer $20 back
on the table with the pitting and the delivery fee of $59.99 if the customer wants
to keep the table in the home in the condition it is in. Or we can offer to pick up the tables for a
refund of the price of the tables to [redacted].
Please advise which option would be
best and I will process the paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">
We are
very sorry about the errors that were made while processing this refund,
causing our customer any inconveniences. Please assure our customer that we
will be following up directly with our staff regarding the coaching concerns that
have been brought to our direct attention. Our records show information from
mid February 2015 indicating that we were continually waiting on the customer
to contact us back with their credit card information; we do not keep original
credit card information on file for our customer’s protection. We will
certainly research further to address the multiple calls the customer asserts to
have continually made to us, of course their refund concerns should have been
addressed and resolved within one phone call after we received verification of
the credit card number.
In
researching this customer’s account today (3.10.2015), our records do indicate
that the refund has been completely released and returned from our end as of
3.06.2015. We can certainly understand the immediate need to have these funds
back on such a large purchase like this and we feel terrible about any delay
that may have occurred in our release of these funds. The fact remains that
even after we release these funds there is another
party involved in getting these funds back to the customer (their bank). The
refund was also released and processed over the occurrence of a weekend which
is significant due to the nature of this transaction. Technically speaking
today (3.10.2015) including the release date of Friday 3.06.2015, would make
three business days from processing these electronic funds from our end.
Three –
five business days is a very common timeline that occurs between two companies
processing an electronic refund for any consumer. I would expect that the funds be completely
reallocated to the original method of payment by this Thursday (3.12.2015)
which would meet our expectations of a maximum five day processing time, if
this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more
– the funds have been completely released from our end and at this time if the
customer is still waiting on the refund it is due to the processing time
associated with the bank their card is thru.
I apologize again for the inconvenience our failures caused our customer and
genuinely hope that our customer will provide us with another opportunity to
earn their trust back in our business in the future.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies for the level of failure our
customer has experienced with this purchase. I understand and acknowledge the
reasons why our customer is frustrated with this entire ordeal and further
apologize for the lack of care she feels her delivery and concerns have been
met with. Please know that in moving forward in this communication I will be
doing my very best to address the demand for information the customer is
communicating, I am not – in any definition of the word- attempting to make
excuses for the poor experience that has taken place here.
The merchandise selected was ordered as a ‘Special Order’.
Special orders are made one and only time specifically for the specified
customer/order by the overseas vendor. We certainly take full ownership and
responsibility for the failures and misplacement of merchandise from the
original attempt, conversely to the dates communicated by the customer, I find
in this customer’s account that the delivery attempt was scheduled for
8.26.2015 and canceled by the customer on 8.24.2015. All merchandise for
deliveries to ** has to begin its loading/shipping process from our CT
distribution center at least three days prior to the scheduled delivery. We try
very hard to remain transparent with our customers by placing the following
information on the sales receipt:
Once scheduled, any changes to your order must be
made at
least 3 days prior to your scheduled delivery
date.
Again – we understand our failure in this case, our
representative should never have rescheduled an item we only had one of for a
date two days after the planned issue date or allegedly told the customer that
this wasn’t already on its way for shipment. This is our training failure and
we have begun taking the appropriate action internally to correct this failure
and ensure it does not occur again. When merchandise is loaded then shipped and
not delivered it then must start a return process from a trucking company in **
to our distribution center in CT. As we do approximately 4,000 deliveries a day
it is rational to expect that each trucking company has several return trailers
returning to the distribution center on various days for various reasons. The
best determination I can make from reviewing this specific situation is that
the loveseat was placed on one return trailer while the other sectional items
went back on a different trailer and again – the order should never have been offered for a re
delivery from the customer’s cancelation in such a short span of time. The
physical process of shipping for delivery (please also consider that most
likely this merchandise had to ride
around all day to other stops with the original delivery team on the scheduled
date of 8.26.2015 and then had to be unloaded again that evening after the team
returned), offloading, re loading, shipping back to CT, offloading again, and
then finally preparing to ship out again to the customer just doesn’t happen
successfully within the small rescheduling window that was provided to the
customer here.
In all legitimacy if this sectional was a part of our
stocked line up then the rescheduling timeframe wouldn’t have caused any
inconvenience to our customer as we could have just picked the new items right
off of our distribution center shelves to ship out for 8.28.2015.
Like any other business we have a policy and procedure in
place for offering compensation to a customer. The procedure (specifically for
the customer’s benefit) does outline that we will discuss the option and/or
options available after we have honored our original promise to the customer
(the merchandise they selected and expected in good condition). There is no intent to deceive within this
procedure and as it is our responsibility first and foremost to honor the
purchasing agreement while making our failures right by the customer it is
perfectly reasonable and fair that compensation should be discussed after the
sales order has been completed. I do apologize that this process had any affect
on the customer’s ability to decide whether to keep their sale with us open or
not however that remains an assessment that must be made by the consumer
directly.
The information communicated regarding the delivery team’s
behavior and lack of professionalism from 9.10.2015 is appalling and tremendously
embarrassing. We do not find this type of behavior an acceptable representation
of our company and I do hope our customer can accept our deepest apologies for
being left with such a poor impression of our delivery service. If there is
property damage present the customer is welcome to file a property claim for
existing home damage from this delivery attempt. As with our other training
concern – we have begun addressing this delivery complaint internally and will
take the appropriate action.
In reference to the original method of payment being
refunded, we can certainly speak with our agent in regards to the manner in
which this refund was processed, as the customer has stated the agent and the
customer’s fiancé would have been on an unrecorded phone line to protect the
security of the full card number. If the
customer’s fiancé was able to provide the complete credit card information
(number, expiration date, etc.) then I believe it is safe to conclude that the
fiancé was either in possession of the card (having been given authorization to
use it by the card holder) or would have had to be provided with the full
information necessary by the card holder to begin with.
Our greatest regret and defeat will remain loosing our
customer’s trust in our business and there is no amount of money that will make
the failures our customer has experienced OK. We have offered and processed the accepted compensation amount
for over 10% of the entire sale’s cost ($150.00) and this remains the most
adequate apology offer we are able to process for our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and failed part orders caused our
customer. We can certainly understand the customer’s frustration. Our records indicate that the final drawer
was delivered 1.4.17.
Bob’s prides itself on providing quality
service and the best value product for the price. Our 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 have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. The order of the vanity has
been canceled per the customer’s request.
While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies. We can offer to provide the customer with an ECard in the amount of
$100. Should the customer wish to accept
this offer, please advise that they may respond to this communication via the
Revdex.com as ‘satisfactory’ and we will have our gift card department create the
credit and email the customer directly.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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. A full store credit is wonderful.
Sincerely,
[redacted]
Good Morning...
[redacted]
We are sincerely sorry for all of the issues you experience in the
past. I reviewed the account and see
that while you returned almost everything, I do see that the “Weecliner” was
not returned. If this is incorrect
please advice. That still left some deficit
from what you were seeking. I found that
the delivery fee was not refunded to you.
I do not know if this was discussed with you at the time or not, but
reviewing the account I have no issues offering that to you now, reviewing the
failures that occurred. I have already
created that paperwork; you would just need to reach out to the store to give
them the original credit card used. If
you no longer have that card in your possession, you would need to visit a Bob’s
store with a photo id and a different credit card. The refund of the delivery fee is $213.99.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment visa 4[redacted]9191. Once the credit card number is entered into the transaction
the refund should process back to you within 5-7 business days.
Anytime
after 10am and before 9pm Dial ###-###-####
Press
the number one (1) on your keypad when you hear Bobs voice.
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: 61697715
At
that point they will take the credit card information from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
mso-bidi-theme-font: minor-latin; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
Please see the attached pictures (3 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 8.6.16 and explicitly show the lack of care that this
merchandise has suffered. While we apologize that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
This customer did submit a claim with [redacted] as well. They reported to [redacted] that the damages
occurred about 2 months previously and that she had no idea how or why. This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear
indication of the accident that occurred causing the damage.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.
I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.
Sincerely,
[redacted]
Good Morning [redacted]
size="3" face="Times New Roman">
I completely understand your frustrations with this chair
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
Regretfully the damages reported combined with the report
the technician provided to us are not coverable occurrences under the
manufacturing warranty or the protection plan you purchased.
As an extreme one
time courtesy we will offer to provide you with a factory fresh model
of the chair. Your original invoice states that you took possession of this
chair by picking it up on your own accord.
As we stand behind the integrity of our technician’s filed
report and the fact that this chair is not experiencing any factory defects,
you would be expected to return the current chair you have in your home and
retrieve the new chair via the same customer pick up location you originally used.
Should you prefer to have this chair exchanged by a delivery team instead this
service can be arranged for you with the payment of a delivery fee to Bobs
Discount Furniture.
As this is an extreme one time courtesy offer please
understand that should your merchandise experience any concerns in the future
that are not deemed factory defects by our trained technicians or are listed as
exclusions by the ‘Goof Proof’ ([redacted]) Terms and Conditions of your
accidental protection plan; Bobs Discount Furniture will be unable to take responsibility
for these concerns.
Please let me know if you are accepting of this courtesy
exchange offer so I can process the exchange paperwork for you.
Thank you for your patience with us [redacted] and I look forward
to hearing back from you via this Revdex.com channel,
[redacted]