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 submitted a
complaint on the first team and we apologize for their unprofessional behavior.
I see that this customer has already spoken with the
store manager and it appears the customer will be working closely with him to
rectify the situation and reach a satisfactory outcome. The delivery has been
completed and compensation has been offered, accepted and completed.
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.
Our love seat frame is cracked brand new really.
Three calls (1 hour wait and rude customer service person who kept calling me Miss ... calm down) for a missing part on the dresser. After 2 more calls the wrong part arrived and then they tell us it will be back ordered for 90 days .. really Don't ever buy any thing from Bob's furniture!!!!!
Complaint: [redacted]
I am rejecting this response because:
At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">I have just finished leaving this customer a voicemail with
my apologies, I also provided my direct number for contact back ([redacted]).
The ordeal that is depicted here (in hold time alone) is completely unacceptable
and I am truly embarrassed after reading about the lack of care applied to our
customer’s concern.
At this time our customer’s account shows a Bobs Discount
Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the
customers original method of payment.
I have just uploaded an additional refund amount of $20.00
to the customer’s original method of payment ([redacted] Financing Acct) and
should the customer wish they may keep the $50.00 gift card to our store active
as well. At this time we have a combined total of $59.99 in refunds and $50.00
in store credit for our compensation offer. We have many take with accessory
items that can be purchased from our showroom (many that would fit nicely with
the girls’ room furniture that has been delivered) with use of this gift card.
Please pass on to our customer that she is welcome to return
my call at her convenience and I apologize again for the alarm we caused her
and her family members.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Bobs Discount Furniture is not in possession of any funds
owed to this claimant.
Please see the attached (signed by the claimant) document for
reference.
Please note that the customer
number and order number matches what the claimant has listed in their complaint
to you.
The funds were transferred to ANOW (acceptance now) on 02/03/2015
and ANOW cashed the check issued on 02/10/2014.
Bobs Discount Furniture is unable to address this concern given
the reasons illuminated by our evidence.
At this time we consider this a third party claim and respectively
request the claim be closed.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:[redacted] either has been misinformed or twisting the facts.
Who brought up the legs being short or long!!!! what does that have to do with my injury.
The technician used my cellular to report the situation and said that the legs were SHARP.
Secondly I did not say there is a defect in the recliners or that they were difficult to recline?????? I never mentioned that.
My concern was that they were too heavy to move for someone my age and the same goes for the marble tables.The tech man agreed with me and I am willing to face him with these facts.
He tried to move the marble table and he said "that is heavy".Same went with the recliners
To have an idea about the customer care have them look at the reviews written in [redacted] and similar sites.
Would I buy from them again??NEVER.
My offer is take back all your stuff and deduct whatever the Revdex.com people determine is fair and refund the balance.
Sincerely,
[redacted]
Please
accept my apologies for the frustration you are experiencing as a result of
your unhappiness with your product and service from Bobs Discount Furniture. I
assure you that we sincerely care about each and every one of our customers and
seeing that their concerns are properly resolved.
The
‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very
different from the ‘Goof Proof Plus’ plan that we currently sell and that you
have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was
a protection plan that we offered to our customers for five years of accidental
damage coverage. This means that the consumer would be asked to report a
specific accident that occurred to cause a coverable damage through the
insurance company: ‘[redacted]’. I apologize for any misunderstanding that may
have occurred at the time of sale, or perhaps during the purchase of your
glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage
against accidental defects (managed by the ‘[redacted]’ company) and factory
defects (managed by Bobs Discount Furniture) for five (5) long years. Considering
this information when you purchased your sofa and loveseat in 2012 your set was
covered against factory defects under our standard one year bobs factory guarantee.
This guarantee starts from the date of delivery and your set was delivered on
5.08.2012. When our technician visited your home on 8.31.2013 to address your
concerns of ‘peeling leather’ you were already outside of your one year guarantee
and we completed the service of touch up as a courtesy to you. We can take responsibility
for the workmanship not holding up to a quality standard and as we place an
immense amount of pride in our technician’s abilities I am equally as disappointed
as you are to learn of this repair not holding up. Regretfully we cannot take
ownership for a defect being present as your sofa and loveseat was outside of its
warranty period at the time you reported the ‘peeling concern’ to us.
I
can offer you a reselection store credit for the price you originally paid for
the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this
credit I will ask that you agree to pay a new delivery fee on the new
merchandise you pick out. I am unsure of what the delivery fee might be as it
depends on the dollar amount of the merchandise you select on the new sale. For
example, if you selected a new sofa and loveseat that sells for $1000-$1299.99
you would be charged $129.99 for delivery. Keep in mind you can also use some
of your store credit towards paying for the cost of the new delivery.
Please
respond to me and advise me if you would like to accept this option for
resolution as I am eager to resolve your complaints.
I
thank you for your time [redacted] and your extreme patience with us.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as,...
drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because: You stated that you had an older version. Older versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them. The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily. I want my couch fixed & the warranty I paid for honored. That is how you get good customer service. This would never happen with [redacted] or [redacted]. They're more expensive but they would never let their customers wait 3 months to get their furniture fixed. I know I had bought from them before & never went through this.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri" size="3">I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]
Please pass on our sincerest
apologies for all the disappointments our customer has experienced with this
purchase. The delivery address posted shows a very long purchasing history with
our business and I apologize again to our customer for the lack of care that was
applied to their present concern overall.
Our records indicate that we have
already resolved this concern directly and as of 1.27.2016 our customer was
approved to return the delivered mattress and foundation for a refund.
Complaint: [redacted]
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing
whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was able to get the delivery cost refunded to me after two calls but have not yet received the $100 gift card I was promised by Bob's Customer Service representative Jared K #82097.
Sincerely,
[redacted]
Good Afternoon,
Roman">
We are able to offer you a courtesy reselection. Bonded Leather peeling is not a manufacturing
defect. It is something that is caused
by the environment. If the leather dries
out it pulls away from the backing and starts to peel. It has occurred to enough of our customers
that we now offer the courtesy reselection.
When you go into the store, advise them you are there for a
reselection. They will apply this credit
towards the new purchase as payment.
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise.
There will be no new delivery fee applied to the new sale.
We will not be able to offer a refund. The customer can choose another set and we will
deliver that set and pick up the set in the home on the same day. This is the only resolution we would be able
to offer.
If you have any questions or concerns please reply through
the Revdex.com mediation site.
Good Morning Revdex.com,
Bobs Discount Furniture has honored [redacted]’s requests
and made fair offers to resolve his original concern. As a business we have gone
above and beyond the guidelines of our protection plan and provided [redacted]
with a replacement piece of furniture even with the information that servicing
his merchandise would have been the best route for our customer. This latest
concern outlines again why we continually seek to resolve our customer’s
concerns with quality services rather than replacement items.
In regards to the other item in our customer’s home, we are
unable to offer a replacement on a piece of merchandise that [redacted] has
had in his possession since 2011. This item contains no factory defects or
reported, covered accidents to Guardian. As a business we must look to balance
out the needs of our business with the wants of our customer and in this
scenario we have not failed our customer. It is not the responsibility of a
business to replace an item free of concern because of a preference issue our
customer is experiencing and I am truly sorry that we have no further recourse
to offer [redacted] in this case.
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back.
You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.
I am writing you to request that my money be refunded in full. I cannot be charge 10% for furniture that I pay a lot and didn`t last even two months.
Regard
[redacted]
Good Afternoon
font-family: "Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m so sorry to learn of your disappointment
and the poor service you cite to have received from our Customer Care Offices.
Please correct me if I am wrong or not grasping the full extent of
your complaint:
Your account indicates that your concern
has been fully addressed as of 8.12.2015. Service order number: [redacted] displays
that we placed an order for one (1) ‘seat
casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our
customer’s concerns right while balancing the needs of our business.
At this time the part is on order for the “1
cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation
channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I am
very sorry that we disappointed you on your delivery date because we were
unable to deliver to you within the estimated timeframe you were provided. I do
acknowledge your frustrations and understand from personal experience that
waiting for a delivery to arrive is never a fun experience.
We
disclose our ‘All Day Delivery’ information in the documents you received at
the time of sale and on our online delivery tracker. We remain honest by divulging
that we route your delivery using a state of the art computer
system which helps ensure that your delivery will arrive when it is scheduled,
but traffic conditions, delivery delays and inclement weather can affect the
arrival time of your delivery. Please understand that our time window is not a guarantee.
Please be prepared to be home all day to accept your delivery.
A delivery fee is charged for the
service of delivery on its own and we always keep this charge separate from the
pricing of our merchandise. Our records indicate that you left your home to go
to work and that your mother was available to accept the delivery when we were
able to arrive. I do apologize that you had to ask for anyone else’s assistance
in getting this delivery however the service you paid $39.99 for was completed
and we would not offer to refund on a service that was successfully accomplished.
As a courtesy and because we deeply
care about our customers we can offer to provide you with a $50.00 gift card to
Bobs Discount Furniture. We do feel very bad about your aggravation and frustration
and would like you to have an accessory or item from our store as our apology.
Please let me know if you would like to accept this gift card and I will
process a request to have it mailed to you within the next 7 -14 business days.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 have submitted a
complaint on the first team and we apologize for their unprofessional behavior.
I see that this customer has already spoken with the
store manager and it appears the customer will be working closely with him to
rectify the situation and reach a satisfactory outcome. The delivery has been
completed and compensation has been offered, accepted and completed.
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
Thank you very much for getting back to me.
What are two new seat cores? My initial impression is this means two new seat cushions?
As mentioned it is the spring coils within the couch so a new cushion would not remedy the issue.
Our love seat frame is cracked brand new really.
Three calls (1 hour wait and rude customer service person who kept calling me Miss ... calm down) for a missing part on the dresser. After 2 more calls the wrong part arrived and then they tell us it will be back ordered for 90 days .. really Don't ever buy any thing from Bob's furniture!!!!!
Complaint: [redacted]
I am rejecting this response because:
At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">I have just finished leaving this customer a voicemail with
my apologies, I also provided my direct number for contact back ([redacted]).
The ordeal that is depicted here (in hold time alone) is completely unacceptable
and I am truly embarrassed after reading about the lack of care applied to our
customer’s concern.
At this time our customer’s account shows a Bobs Discount
Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the
customers original method of payment.
I have just uploaded an additional refund amount of $20.00
to the customer’s original method of payment ([redacted] Financing Acct) and
should the customer wish they may keep the $50.00 gift card to our store active
as well. At this time we have a combined total of $59.99 in refunds and $50.00
in store credit for our compensation offer. We have many take with accessory
items that can be purchased from our showroom (many that would fit nicely with
the girls’ room furniture that has been delivered) with use of this gift card.
Please pass on to our customer that she is welcome to return
my call at her convenience and I apologize again for the alarm we caused her
and her family members.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Bobs Discount Furniture is not in possession of any funds
owed to this claimant.
Please see the attached (signed by the claimant) document for
reference.
Please note that the customer
number and order number matches what the claimant has listed in their complaint
to you.
The funds were transferred to ANOW (acceptance now) on 02/03/2015
and ANOW cashed the check issued on 02/10/2014.
Bobs Discount Furniture is unable to address this concern given
the reasons illuminated by our evidence.
At this time we consider this a third party claim and respectively
request the claim be closed.
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:[redacted] either has been misinformed or twisting the facts.
Who brought up the legs being short or long!!!! what does that have to do with my injury.
The technician used my cellular to report the situation and said that the legs were SHARP.
Secondly I did not say there is a defect in the recliners or that they were difficult to recline?????? I never mentioned that.
My concern was that they were too heavy to move for someone my age and the same goes for the marble tables.The tech man agreed with me and I am willing to face him with these facts.
He tried to move the marble table and he said "that is heavy".Same went with the recliners
To have an idea about the customer care have them look at the reviews written in [redacted] and similar sites.
Would I buy from them again??NEVER.
My offer is take back all your stuff and deduct whatever the Revdex.com people determine is fair and refund the balance.
Sincerely,
[redacted]
Good
Evening [redacted],
Please
accept my apologies for the frustration you are experiencing as a result of
your unhappiness with your product and service from Bobs Discount Furniture. I
assure you that we sincerely care about each and every one of our customers and
seeing that their concerns are properly resolved.
The
‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very
different from the ‘Goof Proof Plus’ plan that we currently sell and that you
have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was
a protection plan that we offered to our customers for five years of accidental
damage coverage. This means that the consumer would be asked to report a
specific accident that occurred to cause a coverable damage through the
insurance company: ‘[redacted]’. I apologize for any misunderstanding that may
have occurred at the time of sale, or perhaps during the purchase of your
glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage
against accidental defects (managed by the ‘[redacted]’ company) and factory
defects (managed by Bobs Discount Furniture) for five (5) long years. Considering
this information when you purchased your sofa and loveseat in 2012 your set was
covered against factory defects under our standard one year bobs factory guarantee.
This guarantee starts from the date of delivery and your set was delivered on
5.08.2012. When our technician visited your home on 8.31.2013 to address your
concerns of ‘peeling leather’ you were already outside of your one year guarantee
and we completed the service of touch up as a courtesy to you. We can take responsibility
for the workmanship not holding up to a quality standard and as we place an
immense amount of pride in our technician’s abilities I am equally as disappointed
as you are to learn of this repair not holding up. Regretfully we cannot take
ownership for a defect being present as your sofa and loveseat was outside of its
warranty period at the time you reported the ‘peeling concern’ to us.
I
can offer you a reselection store credit for the price you originally paid for
the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this
credit I will ask that you agree to pay a new delivery fee on the new
merchandise you pick out. I am unsure of what the delivery fee might be as it
depends on the dollar amount of the merchandise you select on the new sale. For
example, if you selected a new sofa and loveseat that sells for $1000-$1299.99
you would be charged $129.99 for delivery. Keep in mind you can also use some
of your store credit towards paying for the cost of the new delivery.
Please
respond to me and advise me if you would like to accept this option for
resolution as I am eager to resolve your complaints.
I
thank you for your time [redacted] and your extreme patience with us.
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as,...
drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because: You stated that you had an older version. Older versions never work with newer versions or else you would never upgrade computers or TV's and make money , you would go bankrupt! And to response about the statement you made about it being the top seller & never having problems with that model, if that were the case you would have the replacement part in stock because you never need to replace them. The fact that you don't have any parts for this means the opposite, that this model breaks down often & you have to replace parts readily. I want my couch fixed & the warranty I paid for honored. That is how you get good customer service. This would never happen with [redacted] or [redacted]. They're more expensive but they would never let their customers wait 3 months to get their furniture fixed. I know I had bought from them before & never went through this.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri" size="3">I have reached out to [redacted] via phone this morning
(12.31.2014) at ###-###-####.
I have left a message for [redacted] with my direct contact
number; please pass it along as well in case she doesn’t receive my message–
###-###-####.
We sincerely apologize for the error in our processing
that has caused [redacted] not to receive the new mattress during several delivery
attempts.
I have personally located the inconsistency and effectively
corrected it.
The inventory article number that we have been using is
no longer an active number and normally our computer system will make our
Customer Care Agents aware of this by placing an alert in the sales order that
is clearly viable. This is certainly our failure on all accounts and we absolutely
want to make this failure right by our customer.
We have many options available to [redacted] at this time
including a refund if she feels that is necessary at this time.
Should [redacted] feel more comfortable she is welcome to
respond to me via this Revdex.com channel or I am directly available to her by phone/ email
at ###-###-#### / [redacted] .
Thank
you for the opportunity to make it right,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,...
Please pass on our sincerest
apologies for all the disappointments our customer has experienced with this
purchase. The delivery address posted shows a very long purchasing history with
our business and I apologize again to our customer for the lack of care that was
applied to their present concern overall.
Our records indicate that we have
already resolved this concern directly and as of 1.27.2016 our customer was
approved to return the delivered mattress and foundation for a refund.
Complaint: [redacted]
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing
whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I was able to get the delivery cost refunded to me after two calls but have not yet received the $100 gift card I was promised by Bob's Customer Service representative Jared K #82097.
Sincerely,
[redacted]
Good Afternoon,
Roman">
We are able to offer you a courtesy reselection. Bonded Leather peeling is not a manufacturing
defect. It is something that is caused
by the environment. If the leather dries
out it pulls away from the backing and starts to peel. It has occurred to enough of our customers
that we now offer the courtesy reselection.
When you go into the store, advise them you are there for a
reselection. They will apply this credit
towards the new purchase as payment.
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise.
There will be no new delivery fee applied to the new sale.
We will not be able to offer a refund. The customer can choose another set and we will
deliver that set and pick up the set in the home on the same day. This is the only resolution we would be able
to offer.
If you have any questions or concerns please reply through
the Revdex.com mediation site.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]
Good Morning Revdex.com,
Bobs Discount Furniture has honored [redacted]’s requests
and made fair offers to resolve his original concern. As a business we have gone
above and beyond the guidelines of our protection plan and provided [redacted]
with a replacement piece of furniture even with the information that servicing
his merchandise would have been the best route for our customer. This latest
concern outlines again why we continually seek to resolve our customer’s
concerns with quality services rather than replacement items.
In regards to the other item in our customer’s home, we are
unable to offer a replacement on a piece of merchandise that [redacted] has
had in his possession since 2011. This item contains no factory defects or
reported, covered accidents to Guardian. As a business we must look to balance
out the needs of our business with the wants of our customer and in this
scenario we have not failed our customer. It is not the responsibility of a
business to replace an item free of concern because of a preference issue our
customer is experiencing and I am truly sorry that we have no further recourse
to offer [redacted] in this case.
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back.
You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.
I am writing you to request that my money be refunded in full. I cannot be charge 10% for furniture that I pay a lot and didn`t last even two months.
Regard
[redacted]
Good Afternoon
font-family: "Verdana","sans-serif"; font-size: 9pt;">[redacted],
I’m so sorry to learn of your disappointment
and the poor service you cite to have received from our Customer Care Offices.
Please correct me if I am wrong or not grasping the full extent of
your complaint:
Your account indicates that your concern
has been fully addressed as of 8.12.2015. Service order number: [redacted] displays
that we placed an order for one (1) ‘seat
casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our
customer’s concerns right while balancing the needs of our business.
At this time the part is on order for the “1
cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation
channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon [redacted],
I am
very sorry that we disappointed you on your delivery date because we were
unable to deliver to you within the estimated timeframe you were provided. I do
acknowledge your frustrations and understand from personal experience that
waiting for a delivery to arrive is never a fun experience.
We
disclose our ‘All Day Delivery’ information in the documents you received at
the time of sale and on our online delivery tracker. We remain honest by divulging
that we route your delivery using a state of the art computer
system which helps ensure that your delivery will arrive when it is scheduled,
but traffic conditions, delivery delays and inclement weather can affect the
arrival time of your delivery. Please understand that our time window is not a guarantee.
Please be prepared to be home all day to accept your delivery.
A delivery fee is charged for the
service of delivery on its own and we always keep this charge separate from the
pricing of our merchandise. Our records indicate that you left your home to go
to work and that your mother was available to accept the delivery when we were
able to arrive. I do apologize that you had to ask for anyone else’s assistance
in getting this delivery however the service you paid $39.99 for was completed
and we would not offer to refund on a service that was successfully accomplished.
As a courtesy and because we deeply
care about our customers we can offer to provide you with a $50.00 gift card to
Bobs Discount Furniture. We do feel very bad about your aggravation and frustration
and would like you to have an accessory or item from our store as our apology.
Please let me know if you would like to accept this gift card and I will
process a request to have it mailed to you within the next 7 -14 business days.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison