Revdex.com:
I would like to take this opportunity to Thank You
Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etc. changed drastically.
They refused to fix the furniture BUT they did picked it up today.
I am suppose to get a credit on my credit card. Hopefully this goes through.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
size="3">Good Afternoon [redacted],
How embarrassing it is to read about your
terrible experience with us. I am truly sorry for the lack of care that was
applied to your concern and we thank you for escalating your complaint so that
we can address the experience you had within our staff. I find it equally appalling
that you were denied a Saturday delivery, while some of the Saturdays in the
month may be booked in advance (we do only have a limited amount of trucks
available that can fill approx. 4,000 stops a day) it really shocks me that no
Saturdays were available at all.
Even more embarrassing is the fact that when
reviewing your refund paperwork it doesn’t look like your card number was
entered properly. Therefore there is no refund on its way to your original
payment method at this time.
If you would like to provide us with an opportunity
to make our failures right by keeping your purchase with us then we will most
certainly reimburse your delivery fee once the delivery has been accepted to
your satisfaction.
Should you feel that a cancelation for a
refund is in your best interest at this time, I do understand your reasons why
and would like to process this transaction for you directly so that there are
no other concerns of inconvenience to you. My direct phone number is ###-###-####;
please feel welcome to respond to me directly or via this Revdex.com channel you have
initiated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are sincerely sorry for the errors
that caused a delay in the customer receiving their refund. We do show that these were rectified and the
refund was released to the customer on 9.1.16.
The customer should have this in their possession currently. We are very sorry that this experience was
not what we would have wanted for any customer.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. I have been notified that the claim from
[redacted] has not been denied, they are waiting for the customer to submit
photos. Pending photo review matching
the damage report the customer submitted this will be approved by [redacted] for
reselection. I am unsure why the customer
would have felt this was denied by [redacted] but they are waiting for photos to
complete the claim process.
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.
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.
I would like to thank Tracy S[redacted] for her help in resolving this matter.
Sincerely,
[redacted]
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the middle of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery
To wait for the exchange of the item the
customer initially purchased with the understanding that the tentative stock
date would be on or about 11.15.16 and we will credit 10% of the customer’s
merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer, this would be a store credit of $67.89
Or a return of the chest for full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Best
Wishes,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
We are very sorry for the issues this customer
is having with the [redacted] Ink
transfer from clothing is not considered an accidental damage. We have attached for reference the Goof Proof
Plus handout the customer was given at time of purchase.
In an effort to try to make this right for
this customer we will offer a courtesy service.
We can have one of our factory trained technicians come out for stain
removal. If the customer would like to
accept this offer, please call into customer care. This is pre-approved and is noted in the
customer’s account.
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickup. Our mattresses and motion
furniture may carry additional factory guarantees. You must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to you. If the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one time. If the item is no longer available,
you may reselect to other merchandise or we will refund the purchase price. In
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected item. Merchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guarantees. Normal wear and tear or
customer-caused problems are also excluded. Service can only be provided within
our serviceable area to the original purchaser as stated on your sales receipt.
Kindest
Regards,
Tracy S[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.
/>
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the failed...
deliveries, the frustration
and delay. The refund was processed on
2.3.17. It normally takes 2-3 business
days to post to a customer’s account.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am rejecting because they are offering me something totally different. They want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee table. Allow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.com. So yes they failed me twice. Let me thank you for your concern and quick response in this matter
Have a blessed day!
Complaint: [redacted]
I am rejecting this response because:
Today I checked with my credit card company & I did receive
$59 credit to my account. However, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled 4 times one of which they were a no-show. The drawer to the bed does not close flush. We will attempt to contact "Customer Care" to get them to make necessary adjustment.
Sincerely,
[redacted]
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund.
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the store. These folks are the face of Bob’s to
your customers and Bob’s should honor what they advertise. Additionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase price. I understand that your opinion is different. I
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after 30 days. Therefore, your assertion
that the policy is clear is just not true. Obviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel.
Me: I’m
not sure why you say this. We did consider reselection and there was nothing
better. We even looked at other vendor’s products. Nothing was satisfactory. As
such, we opted for the refund option.
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.a. as foundations) can be used with any non innerspring mattress from any
retailer.
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sides. Additionally, you point out that they must
be non-innerspring mattresses. These two requirements are the crux of our
comfort issues. The non-innerspring mattress was too hard, even though we got
the plush version. Additionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of it. Obviously,
this is a comfort issue. I would even say this is a safety and health concern.
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transaction. We will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement.
Me: I did
not misunderstand the sales staff at the store. There was nothing lost in
translation. There were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfied. The context of the conversation was when we
were discussing the split mattress configuration. The store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy.
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itself. Please also note that while the customer purchased a
“package article” each component of the “package article” has its own
identifying inventory article number making these separate from one another. I
have included a ‘Print Screen’ of the invoice associated with this transaction
and highlighted these facts for your review.
Me: I still
maintain that the two items were sold as a “Mattress” item under a single
article item. The prices listed in the showroom do not break it down as “mattress
and foundation”. The pricing shown is the full price that was paid. The same is
true of your website. I just checked.
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise.
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with you. Other
manufacturers put forth much effort on designing the perfect “foundation” for
their mattress sets, including[redacted]-[redacted], which is what your bed
is supposed to mimic. Interestingly,[redacted]-[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation.
At this
point, I feel less than hopeful that we are going to reach a resolution. I will
not be satisfied unless I am refunded the full purchase price as advertised.
Rather than continuing to argue, I’d like this issue to be escalated if
possible.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Date: Wed, Apr 8, 2015 at 10:22 AM Subject: Re: Complaint Transfer for Complaint Number:[redacted] To: "[redacted]
The complaint I have pending, is frustrating. The reply Bobs furniture sent that they needed more information was bogus. I had no way of adequately reply. I have the information to send them and would like a full refund instead of the store credit. The credit they issued was only good for 90 days, and still my elderly parents have not decided in a purchase.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2014. At the time the sale was created
the customer purchased the option of [redacted]. This covers the customer for a period of five
years for accidental damages that occur; [redacted] is through a third party
carrier, [redacted].
Through Bobs the purchase was covered for 1
year from all manufacturing defects. The
service that was done earlier this month was offered as a “Best Effort” our technician
went to the home to see if anything could be repaired on the spot, if parts
were required and available we would have informed the customer of the cost of
these parts and it would have been up to the customer to pay for replacement
parts, if the technician deemed the damage was from an accident the customer
would have been given information on filing a claim with [redacted].
As these pieces are outside the
manufacturing warranty we have no recourse to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
We made a large purchase from this store with our debit card. It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within 48 hours to return it. We were told that our only option is a 2 month store credit that expires after 2 months. There will be no refund of money. An account manager on the line told us that is in the contract that we signed. We have no copy of a contract or anything in writing that states this return policy. After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option). The manager this day at the store said she would call corporate to see if she can get a refund of our balance. Corporate rejected the request and we were told we were out of luck. This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAM. To this day, we have NOTHING in writing of a 2 month store credit that expires if you don't use it within 2 months as part of Bob's return policy.
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Complaint: [redacted]I am rejecting this response because:
You yourself said I can buy the parts, now your saying its only coveres for a year. 3 of YOUR employees said they dont have the parts to fix it. And you have throughout our correspondence said 2 different things. Do you eeb know the REAL answer or are you winging it. Because the only people InI see confused is Bob's employees.As a 1.1 Billion dollar company, my $2000 I spent in your store means nothing but it's $2000 of my hard earned money. I would think that as good practice, you would attempt to solve the issue! The technician came out onBob's behalf BECAUSE the CSR said it sound like it's a MANUFACTURING problem. IF it was simply (as you are stating) that you cannot fix it bc it over the 1 year warranty, then WHY did a technician come out in the first place AND say he could fix it IF you have the parts? Not only that, after he ran out while I was on the phone with YOUR CSR, SHE said you guys DON'T have the parts to fix it. NOT ONE TIME did she say its only guaranteed for 1 year. YOU are saying something totally different than the 3 otherSincerely,[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
When I called [redacted] they were pretty rude. I told them I was out and when I came home the tear was there. I was not home to witness it. An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife. I was sold this warranty by your store because I had dogs. The information on your warranty says accident. It does not way they consider to be an accident. Your tech said it was not normal wear and tear so it was an accident. So I confused by the definition when I called. [redacted] is not very friendly and intimidates you when you call. I sent pictures so I you can fix it that is fine. I just want the warranty that was sold to me. And I am so tired of your store saying sorry we cannot help you. Years ago when I had a scratch on my table your company told me that my son intentionally scratched it. How does your company come up with that? And to accuse someone's child like that, I don't get it. I feel like your company says anything not to honor a warranty that is sold to a customer.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 3 piece set including the
special order fee. We will also waive a
new delivery fee.
Kindest
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 should be okay if I do receive the cushions. The email they sent is unclear about what "parts" were ordered. Am I expected to put something together? I respectfully ask that this request stay partially open since it will be a few months until I see any sort of resolution.
Sincerely,
[redacted]
Revdex.com:
I would like to take this opportunity to Thank You
Once Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etc. changed drastically.
They refused to fix the furniture BUT they did picked it up today.
I am suppose to get a credit on my credit card. Hopefully this goes through.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
size="3">Good Afternoon [redacted],
How embarrassing it is to read about your
terrible experience with us. I am truly sorry for the lack of care that was
applied to your concern and we thank you for escalating your complaint so that
we can address the experience you had within our staff. I find it equally appalling
that you were denied a Saturday delivery, while some of the Saturdays in the
month may be booked in advance (we do only have a limited amount of trucks
available that can fill approx. 4,000 stops a day) it really shocks me that no
Saturdays were available at all.
Even more embarrassing is the fact that when
reviewing your refund paperwork it doesn’t look like your card number was
entered properly. Therefore there is no refund on its way to your original
payment method at this time.
If you would like to provide us with an opportunity
to make our failures right by keeping your purchase with us then we will most
certainly reimburse your delivery fee once the delivery has been accepted to
your satisfaction.
Should you feel that a cancelation for a
refund is in your best interest at this time, I do understand your reasons why
and would like to process this transaction for you directly so that there are
no other concerns of inconvenience to you. My direct phone number is ###-###-####;
please feel welcome to respond to me directly or via this Revdex.com channel you have
initiated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
We are sincerely sorry for the errors
that caused a delay in the customer receiving their refund. We do show that these were rectified and the
refund was released to the customer on 9.1.16.
The customer should have this in their possession currently. We are very sorry that this experience was
not what we would have wanted for any customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us. I have been notified that the claim from
[redacted] has not been denied, they are waiting for the customer to submit
photos. Pending photo review matching
the damage report the customer submitted this will be approved by [redacted] for
reselection. I am unsure why the customer
would have felt this was denied by [redacted] but they are waiting for photos to
complete the claim process.
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
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.
I would like to thank Tracy S[redacted] for her help in resolving this matter.
Sincerely,
[redacted]
Good Morning
Revdex.com,
black; mso-themecolor: text1; mso-ascii-font-family: Calibri; mso-hansi-font-family: Calibri; mso-bidi-font-family: Calibri;">I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the middle of November.
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery
To wait for the exchange of the item the
customer initially purchased with the understanding that the tentative stock
date would be on or about 11.15.16 and we will credit 10% of the customer’s
merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer, this would be a store credit of $67.89
Or a return of the chest for full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Best
Wishes,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Good...
Afternoon Revdex.com-
We are very sorry for the issues this customer
is having with the [redacted] Ink
transfer from clothing is not considered an accidental damage. We have attached for reference the Goof Proof
Plus handout the customer was given at time of purchase.
In an effort to try to make this right for
this customer we will offer a courtesy service.
We can have one of our factory trained technicians come out for stain
removal. If the customer would like to
accept this offer, please call into customer care. This is pre-approved and is noted in the
customer’s account.
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickup. Our mattresses and motion
furniture may carry additional factory guarantees. You must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to you. If the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one time. If the item is no longer available,
you may reselect to other merchandise or we will refund the purchase price. In
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected item. Merchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guarantees. Normal wear and tear or
customer-caused problems are also excluded. Service can only be provided within
our serviceable area to the original purchaser as stated on your sales receipt.
Kindest
Regards,
Tracy S[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Good Morning,
This complaint was assigned to a member of our Corporate Consumer Liaison team; upon further research our records indicate that this issue has been resolved. The Consumer reselected to new merchandise and delivery is scheduled for July 17, 2014.
/>
Sincerely,
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the failed...
deliveries, the frustration
and delay. The refund was processed on
2.3.17. It normally takes 2-3 business
days to post to a customer’s account.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
I am rejecting because they are offering me something totally different. They want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee table. Allow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.com. So yes they failed me twice. Let me thank you for your concern and quick response in this matter
Have a blessed day!
Complaint: [redacted]
I am rejecting this response because:
Today I checked with my credit card company & I did receive
$59 credit to my account. However, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled 4 times one of which they were a no-show. The drawer to the bed does not close flush. We will attempt to contact "Customer Care" to get them to make necessary adjustment.
Sincerely,
[redacted]
Complaint:[redacted]
I am rejecting this response because:
You: We
are truly very sorry that we are unable to honor the request to take back the [redacted] bed bases for a monetary refund.
Me: Are
you the final authority on this decision? I was told that I could return both
pieces by the sales staff at the store. These folks are the face of Bob’s to
your customers and Bob’s should honor what they advertise. Additionally, from
my perspective and interpretation of your policy I should be issued a refund
for the full purchase price. I understand that your opinion is different. I
have asked others to read your policy and every one of them have thought they
could get a full refund if unhappy after 30 days. Therefore, your assertion
that the policy is clear is just not true. Obviously, there is something wrong
if several intelligent people read it and do not understand that they can only get
a refund for half of their purchase
You: Again,
addressing this from a logical standpoint the customer has stated to our
business that the current mattress is not comfortable, reselecting to a
different mattress would solve this comfort concern completely and that is not
something the consumer is even willing to consider via this mediation channel.
Me: I’m
not sure why you say this. We did consider reselection and there was nothing
better. We even looked at other vendor’s products. Nothing was satisfactory. As
such, we opted for the refund option.
You: The
customer has no reported defect with the[redacted] bob bed bases and these bases
(a.k.a. as foundations) can be used with any non innerspring mattress from any
retailer.
Me: These
foundations specifically call for two XL twin mattresses to allow for the
independent movement of the sides. Additionally, you point out that they must
be non-innerspring mattresses. These two requirements are the crux of our
comfort issues. The non-innerspring mattress was too hard, even though we got
the plush version. Additionally, the gap between the two sides is too large and
the mattresses slide apart if someone happens to roll on top of it. Obviously,
this is a comfort issue. I would even say this is a safety and health concern.
You: While
we will absolutely address the coaching concern the customer has alleged occurred
during her time of sale, we cannot offer resolutions based off of the consumers
perception of what occurred as we were not part of that transaction. We will
investigate further however having been a sales professional myself for many
years I understand that the time of sale is a very exciting time for the
customer and multiple pieces of important information that is clearly presented
can be lost within this excitement.
Me: I did
not misunderstand the sales staff at the store. There was nothing lost in
translation. There were two other people with me at the time of purchase that
can verify that the sales staff specifically stated we could return the whole
thing if we were not satisfied. The context of the conversation was when we
were discussing the split mattress configuration. The store did not have any
split configurations on the floor to try and made sure that we understood that
I could trade or return the whole thing if not happy.
You: We
still believe the expressed agreements presented to be clear and concise as an
electrical component that moves a mattress up and down is not and could never
be the mattress itself. Please also note that while the customer purchased a
“package article” each component of the “package article” has its own
identifying inventory article number making these separate from one another. I
have included a ‘Print Screen’ of the invoice associated with this transaction
and highlighted these facts for your review.
Me: I still
maintain that the two items were sold as a “Mattress” item under a single
article item. The prices listed in the showroom do not break it down as “mattress
and foundation”. The pricing shown is the full price that was paid. The same is
true of your website. I just checked.
You: As a
business we are more than willing to address the comfort concern with the
mattresses the customer has reported, as there are no mechanical issues that
have been deemed a defect by a factory trained technician and the [redacted] bob bed
bases have no bearing on the comfort of the mattresses we will not be offering
a return for refund on this merchandise.
Me: While
I appreciate that your opinion is that the base does not affect the comfort of
the bed, there are many mattress industry experts that disagree with you. Other
manufacturers put forth much effort on designing the perfect “foundation” for
their mattress sets, including[redacted]-[redacted], which is what your bed
is supposed to mimic. Interestingly,[redacted]-[redacted] also has a trial period for
their products where you can return the bed if you do not like it and their
policy includes both the mattress and foundation.
At this
point, I feel less than hopeful that we are going to reach a resolution. I will
not be satisfied unless I am refunded the full purchase price as advertised.
Rather than continuing to argue, I’d like this issue to be escalated if
possible.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] Date: Wed, Apr 8, 2015 at 10:22 AM Subject: Re: Complaint Transfer for Complaint Number:[redacted] To: "[redacted]
The complaint I have pending, is frustrating. The reply Bobs furniture sent that they needed more information was bogus. I had no way of adequately reply. I have the information to send them and would like a full refund instead of the store credit. The credit they issued was only good for 90 days, and still my elderly parents have not decided in a purchase.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2014. At the time the sale was created
the customer purchased the option of [redacted]. This covers the customer for a period of five
years for accidental damages that occur; [redacted] is through a third party
carrier, [redacted].
Through Bobs the purchase was covered for 1
year from all manufacturing defects. The
service that was done earlier this month was offered as a “Best Effort” our technician
went to the home to see if anything could be repaired on the spot, if parts
were required and available we would have informed the customer of the cost of
these parts and it would have been up to the customer to pay for replacement
parts, if the technician deemed the damage was from an accident the customer
would have been given information on filing a claim with [redacted].
As these pieces are outside the
manufacturing warranty we have no recourse to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
We made a large purchase from this store with our debit card. It was delivered to our home, but once in our home, we did not like the look of it in our house so we called Customer Service within 48 hours to return it. We were told that our only option is a 2 month store credit that expires after 2 months. There will be no refund of money. An account manager on the line told us that is in the contract that we signed. We have no copy of a contract or anything in writing that states this return policy. After going to the store because we got nowhere with corporate on the phone, we made a purchase with our store credit (much less than our original order because we didn't see anything else we liked and because we had no other option). The manager this day at the store said she would call corporate to see if she can get a refund of our balance. Corporate rejected the request and we were told we were out of luck. This organization's motto is "No phony gimmicks, just pure value!" That is a complete lie and never in our lifetime have we come across such a SCAM. To this day, we have NOTHING in writing of a 2 month store credit that expires if you don't use it within 2 months as part of Bob's return policy.
Good Afternoon Revdex.com,...
Please pass on our sincerest apologies to our customer for any
confusion that may have taken place because of our failures. I assure our
customer that it was never our intention to frustrate them or make their return
process tough on them.
Our records indicate that the refund for the credenza ($427.99) has
been fully processed from our system. Should the customer still be waiting on the
refund to the credit card it would only be related to the processing time the
bank who owns their credit card is taking to update their credit information.
In regards to a further form of apology we are able to offer this
customer a $50.00 gift card to Bobs Discount Furniture. This gift card will
never expire and can be used on a future purchase for many cash and carry items
we have in any of our showrooms.
We are so sorry for the amount of frustration our failures caused,
should the customer want to accept this Gift Card they may respond to this Revdex.com
claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-
Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.
Kind Regards,
[redacted]
Bobs Discount Furniture
Complaint: [redacted]I am rejecting this response because:
You yourself said I can buy the parts, now your saying its only coveres for a year. 3 of YOUR employees said they dont have the parts to fix it. And you have throughout our correspondence said 2 different things. Do you eeb know the REAL answer or are you winging it. Because the only people InI see confused is Bob's employees.As a 1.1 Billion dollar company, my $2000 I spent in your store means nothing but it's $2000 of my hard earned money. I would think that as good practice, you would attempt to solve the issue! The technician came out onBob's behalf BECAUSE the CSR said it sound like it's a MANUFACTURING problem. IF it was simply (as you are stating) that you cannot fix it bc it over the 1 year warranty, then WHY did a technician come out in the first place AND say he could fix it IF you have the parts? Not only that, after he ran out while I was on the phone with YOUR CSR, SHE said you guys DON'T have the parts to fix it. NOT ONE TIME did she say its only guaranteed for 1 year. YOU are saying something totally different than the 3 otherSincerely,[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
When I called [redacted] they were pretty rude. I told them I was out and when I came home the tear was there. I was not home to witness it. An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife. I was sold this warranty by your store because I had dogs. The information on your warranty says accident. It does not way they consider to be an accident. Your tech said it was not normal wear and tear so it was an accident. So I confused by the definition when I called. [redacted] is not very friendly and intimidates you when you call. I sent pictures so I you can fix it that is fine. I just want the warranty that was sold to me. And I am so tired of your store saying sorry we cannot help you. Years ago when I had a scratch on my table your company told me that my son intentionally scratched it. How does your company come up with that? And to accuse someone's child like that, I don't get it. I feel like your company says anything not to honor a warranty that is sold to a customer.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this [redacted] set did
not live up to the customer’s expectations. As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing department of the concern. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores. The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the [redacted] 3 piece set including the
special order fee. We will also waive a
new delivery fee.
Kindest
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 should be okay if I do receive the cushions. The email they sent is unclear about what "parts" were ordered. Am I expected to put something together? I respectfully ask that this request stay partially open since it will be a few months until I see any sort of resolution.
Sincerely,
[redacted]