As of 9.30.2015 a representative from our Customer Care
Office spoke with the customer and confirmed the processed resolution for this
concern.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.
This was completely wrong on my part.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.
When I contacted Bob's customer service regarding the additional amount for the protection plan, and told them they should have transferred the current plan to my replacement order, I was informed that the credit was issued through my protection plan. I am not understanding how this could be since I was told that the chairs were not covered under my protection plan when I originally called them. I was told that since the damage was not due to an accident they are not covered. I explained this to Bob's customer service and was told that there is a manufactures' warranty under the protection plan. when I called the protection plan back to confirm this I was told they were not aware of any such plan through their coverage.
At this point, I believe that Bob's needs to transfer my original protection plan purchased in 2014 to the replacement chairs and credit me back the $99.99 that they deducted from my store credit. If they cannot transfer the plan, then they should refund me the prorated amount from the $129.99 plan I purchased in 2014. It is unfair that I lose money due to a defect in the chairs from Bob's. In additional they informed me they are taking back the chairs that are damaged which I am sure they will in turn repair and resell at their clearance center.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have photos of the piece the inspector ripped out and the piece it self. I called [redacted] a week and a half later because I was told from the inspector it takes about 2 weeks for my paperwork to be processed and told [redacted] what the inspector did. they have it all on record. I want a full refund including tax and delivery and the charge of the warranty for the TV chest since he was not suppose to touch any of my furniture. He lied on my paperwork so I would not be covered for anything because of his doing along with some defects in some of the other furniture for the bedroom set. if this matter can not be settled I will be getting a lawyer and suing the inspector that came on august 16, 2016 along with suing bobs and [redacted]. How do you have people like that working for you. he is a liar and broke my furniture whether the drawer was opening or not. He pulled my drawer out of the TV chest and ripped out the whole right side of my panel that was attached to the wood. Your company are liars and thieves and if this is not settled you will be hearing from my lawyer and then I will be getting the money back for my whole bedroom set.
Good Afternoon Revdex.com,I called and spoke with Mr. [redacted] on May 21, 2015 and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had available. Mr. [redacted] agreed to send the photos however, I have to receive them.If and when...
Mr. [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry that this...
customer is having this
issue using the [redacted]. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the [redacted]. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-5 business days to the email
address on this Revdex.com complaint.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is missing items from the home and that the team running early inconvenienced
them, they certainly could have called into us to report they were not ready and
we would have instructed the team that they had to wait until the timeframe
given. We do see that the customer
reported to us on 7.11.16 that they were missing items from the 6.25.16
exchange. As this exchange was of a
bedroom dresser and mirror, it is feasible that the items might have been left
in the dresser at the time of the exchange.
Unfortunately, when merchandise is removed from the home it is
incinerated, we would not be able to retrieve it three weeks later. We would not be able to offer any recourse on
this complaint.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Please pass on our deepest
apologies to our customer for any miscommunication that occurred to cause a
delay in their refund of $106.35. Our records indicate that we initially over
–refunded this remaining balance to the financing account used and the
financing company [redacted] credited it back to us at a later date. As
far as I can tell there is no dispute open on our end as we initially refunded
more to the financing account then was necessary, therefore no reason to
dispute anything.
At this time if the customer is
receiving a bill directly from [redacted] or has cashed any checks sent from
[redacted] that financial settlement remains between the consumer and [redacted] only.
We have created the necessary
paperwork to refund the $106.35 to the customer, as this was a cash payment the
customer can expect to receive a corporate check as outlined on their sales
receipt, within the next 16 days. For reference the refund credit order number
associated with this transaction is: 61534877.
We apologize again for any errors
on our end and consider this claim closed as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause 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.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
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. As the retailer we have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the protection plan for the merchandise
purchased from Bob’s. I see that this
purchase was made in May 2012 and at that time the customer purchased the
option of [redacted].
The protection plan is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The purchase came with a one year warranty for manufacturing
defects that year expired over three years ago.
It does come with limited lifetime of Best Effort service. While the merchandise is in the same location
it was delivered to we will send out technician free of charge to repair any
issues he is able, this does not include any parts. We did send the tech to the home
7.5.16. He was able to repair one of the
reported issues at that time.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over a year ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over four years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
Offering to cancel and refund any [redacted] Plan is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We will offer
this customer a gift card in the amount they paid for the [redacted]. If this customer accepts this offer we will
process the request for a $200.00 gift card.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Hi [redacted],
face="Calibri">I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I contacted the company askin them for a copy of the recorded call and was told that they cannot release that to me. They informed me that it is strictly an internal use call only. I then asked for a transcript of the call of which I was told the same thing. While I don't totally reject their response, I do reject the fact that it is a he said she said argument since they cannot prove to me what was said or not said (per them) during this call. I am very distressed by the lack of customer service I received from them during this entire process and I have been the one to have to make the follow up calls even when they promised to follow up with me. I have been asking them all along where the console went so that I can purchase it back an I was given a dozen different stories as to where it ended up..
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This is absolutely lie. When I purchased the furniture that I just have to call and tell them there is a damage and they will come and fix. The sales person never explained how the plan works. In regards to the coffee table. We bought 2 of them. One was a floor model which didn't have the plan. The other did which when it was delivered to us was delivered damaged so how does that is a warranty claim. They need to get their facts straight and answer.
On Friday I was told a manager would call in 24 to 48 hours and no one called me until today. When I called back today they had all their story mixed up. Bob delivers broken product and then when I report it and specially tell them it is not to be processed as warranty claim they process it as such. I recommend having the call pulled and listen to it. All of them as to how [redacted] and Bob treats their customer and hang up on them.
I want my refund as I never used their plan which according to [redacted] was never there and even bob confirmed there was a mixup in the paperwork.
DC
Allegedly, this complaint was resolved on 5/14/14 and I was to receive an expedited payment. It has been 2 weeks and I have yet to receive my money. I still don't understand why I should wait when I made the payment with CASH. I never heard of such a policy in all of my life.
I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there again. Friends I have told of this issue, won't use the store either because of this ludicrous policy. If you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Good
Afternoon [redacted],
It
is very disturbing to learn that you were further disappointed after filing
your original concern, I do hope you were able to make it to your appointment
and I am happy to know that you also received a direct apology for the delay
with our delivery truck. By offering you a Bobs Discount Furniture gift card
our intention was to satisfy you and provide you with an actual item from our
showroom as an apology. We never meant to make you feel like you were being
forced to shop with us again. I can assure you this is not the normal way we
complete our business and we do have a vested interest in satisfying any
customer who has experienced disappointment on account of our failures. Please
keep the $200.00 gift card to use on a future purchase and I will honor your
request for a $100.00 refund as a further and final form of apology. The gift
card was processed on 2.24.2014 and I would expect to receive this in your regular
mail within the next 10-14 business days. If you’d like to use the credit
before then here is the gift card number as reflected in our system: [redacted].
I
sincerely hope that you view this response as a real effort to assist you with
your concerns and we would truly appreciate another opportunity to earn your
trust back in our business. I have left some directions below for you in
regards to getting your additional $100.00 refunded back to you.
-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: [redacted].
-At that point they will take your credit card information from
you and complete the processing.
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used for...
the its intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience this continues to cause the 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 currently have a delivery scheduled for the furniture on 5.21.16. We do see that the manager has already gone
outside of normal policy and has refunded the customer’s delivery fee back to
the customer’s method of payment.
Bob’s does not manufacture furniture. We are a retailer only; as such we are at the
mercy of our vendors. We are told when
we will receive shipments and we plan our deliveries accordingly. If the vendor is late in shipping, or the
shipment is caught in customs we are not able to fulfill our obligations to our
customers. We are very sorry that this
customer is dealing with this issue. We
will authorize a gift card to be processed for 10% of the price of the Ritz
loveseat and chaise as an apology. This
will be final compensation and can be processed once the delivery has been
completed on 5.21.16.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that this piece was...
damaged after only a
few weeks in the home. We have reviewed
the photos our technician took on 12.9.16.
The damage is not consistent with the report of how the damage
occurred. The customer reported that
there was a seam separation of about four inches from moving the piece within
the home. The photos attached show the
decorative piping that goes over the seam is gone; there is a large hole in the
fabric and the padding underneath. This
appears to be damage from a pet chewing a hole in the arm.
This claim was denied by [redacted] as the customer reported
it as a seam separation which it clearly is not. Our technician reported that it is
unrepairable. There are no parts available
for this part of the piece.
We will offer a one time courtesy to this customer. Based on the manufacturer not having parts
available to replace the arm, we will offer this one time courtesy exchange of
the right arm facing chaise. Any future damage
claims, either accidental or manufacturing, will need to go through the actual [redacted]. The exchange has been
created; the customer would need to call in to schedule the exchange. We have attached photos of the piece and the [redacted] handout for review.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
No questioning the fact that we
have let our customer down here. I called our customer [redacted]) today and
apologized for the inconveniences we have caused her overall.
[redacted] has brought a serious
coaching concern to our attention as she believed she was scheduled to receive
her table base on 1.30.2016 when that was the date we would actually be
receiving a re-stocking shipment of this
table base from the vendor. I have assured [redacted] that we will address this
coaching concern internally and we now have our customer fully scheduled for
her table base even exchange on 2.06.2016.
Sincerely,
Stephanie. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
on September 20, 2013 and at that time the customer purchased the option of
[redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can see in [redacted] site that this claim was denied due
to it not being called into them as an accident. The report was called in to them as “customer
is unsure what caused damage, believes it is wear and tear from use.” This is obviously not an accident. We would never recommend someone to give a
false report to [redacted], we also would not expect them to cover damage that
was not stemming from an accident. [redacted]
reported the damage to us as damage done by a dog’s nails. This would be considered preventable, that is
why [redacted] does not cover pet nail damage.
If you would be willing to submit photos through the Revdex.com
mediation site to show clearly where the damage is we will review and see if we
can order a part to correct the issue.
This particular set does have some fabric parts available. Please submit at least 3 photos of the
damage. I close up of damage, 1 12-14”
away, with these I can see which cushion and also if it would be repairable by
one of our tech, if parts are not available.
1 more photo from a few feet away so I can confirm that the part would
be for the correct set and match color and pattern.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,...
As of 9.30.2015 a representative from our Customer Care
Office spoke with the customer and confirmed the processed resolution for this
concern.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.
This was completely wrong on my part.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.
When I contacted Bob's customer service regarding the additional amount for the protection plan, and told them they should have transferred the current plan to my replacement order, I was informed that the credit was issued through my protection plan. I am not understanding how this could be since I was told that the chairs were not covered under my protection plan when I originally called them. I was told that since the damage was not due to an accident they are not covered. I explained this to Bob's customer service and was told that there is a manufactures' warranty under the protection plan. when I called the protection plan back to confirm this I was told they were not aware of any such plan through their coverage.
At this point, I believe that Bob's needs to transfer my original protection plan purchased in 2014 to the replacement chairs and credit me back the $99.99 that they deducted from my store credit. If they cannot transfer the plan, then they should refund me the prorated amount from the $129.99 plan I purchased in 2014. It is unfair that I lose money due to a defect in the chairs from Bob's. In additional they informed me they are taking back the chairs that are damaged which I am sure they will in turn repair and resell at their clearance center.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have photos of the piece the inspector ripped out and the piece it self. I called [redacted] a week and a half later because I was told from the inspector it takes about 2 weeks for my paperwork to be processed and told [redacted] what the inspector did. they have it all on record. I want a full refund including tax and delivery and the charge of the warranty for the TV chest since he was not suppose to touch any of my furniture. He lied on my paperwork so I would not be covered for anything because of his doing along with some defects in some of the other furniture for the bedroom set. if this matter can not be settled I will be getting a lawyer and suing the inspector that came on august 16, 2016 along with suing bobs and [redacted]. How do you have people like that working for you. he is a liar and broke my furniture whether the drawer was opening or not. He pulled my drawer out of the TV chest and ripped out the whole right side of my panel that was attached to the wood. Your company are liars and thieves and if this is not settled you will be hearing from my lawyer and then I will be getting the money back for my whole bedroom set.
Good Afternoon Revdex.com,I called and spoke with Mr. [redacted] on May 21, 2015 and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had available. Mr. [redacted] agreed to send the photos however, I have to receive them.If and when...
Mr. [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks[redacted]
Good Afternoon Revdex.com,
We are sincerely sorry that this...
customer is having this
issue using the [redacted]. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the [redacted]. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-5 business days to the email
address on this Revdex.com complaint.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is missing items from the home and that the team running early inconvenienced
them, they certainly could have called into us to report they were not ready and
we would have instructed the team that they had to wait until the timeframe
given. We do see that the customer
reported to us on 7.11.16 that they were missing items from the 6.25.16
exchange. As this exchange was of a
bedroom dresser and mirror, it is feasible that the items might have been left
in the dresser at the time of the exchange.
Unfortunately, when merchandise is removed from the home it is
incinerated, we would not be able to retrieve it three weeks later. We would not be able to offer any recourse on
this complaint.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Good Morning Revdex.com,...
Please pass on our deepest
apologies to our customer for any miscommunication that occurred to cause a
delay in their refund of $106.35. Our records indicate that we initially over
–refunded this remaining balance to the financing account used and the
financing company [redacted] credited it back to us at a later date. As
far as I can tell there is no dispute open on our end as we initially refunded
more to the financing account then was necessary, therefore no reason to
dispute anything.
At this time if the customer is
receiving a bill directly from [redacted] or has cashed any checks sent from
[redacted] that financial settlement remains between the consumer and [redacted] only.
We have created the necessary
paperwork to refund the $106.35 to the customer, as this was a cash payment the
customer can expect to receive a corporate check as outlined on their sales
receipt, within the next 16 days. For reference the refund credit order number
associated with this transaction is: 61534877.
We apologize again for any errors
on our end and consider this claim closed as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,...
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause 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.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
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. As the retailer we have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the protection plan for the merchandise
purchased from Bob’s. I see that this
purchase was made in May 2012 and at that time the customer purchased the
option of [redacted].
The protection plan is through a third party company,
[redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The purchase came with a one year warranty for manufacturing
defects that year expired over three years ago.
It does come with limited lifetime of Best Effort service. While the merchandise is in the same location
it was delivered to we will send out technician free of charge to repair any
issues he is able, this does not include any parts. We did send the tech to the home
7.5.16. He was able to repair one of the
reported issues at that time.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over a year ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over four years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
Offering to cancel and refund any [redacted] Plan is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We will offer
this customer a gift card in the amount they paid for the [redacted]. If this customer accepts this offer we will
process the request for a $200.00 gift card.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Hi [redacted],
face="Calibri">I apologize that you feel so disappointed by our business
and for the product defect you experienced with your mattress.
In regards to the additional delivery fee you paid to have a
comfort reselection completed in 2011, this information would have been present
on your original sales invoice under our mattress satisfaction policy. This
document is commonly signed by the customer prior to leaving our retail
location. As our delivery fee’s are always charged separate from the cost of
merchandise we do maintain that it is a fair and adequate charge given the facts
that this mattress was being sent back (and couldn’t be resold by our business)
for a preference issue and we must pay out to have the new delivery take place.
I can certainly understand your frustration after our
delivery team insisted that your merchandise would not fit and as you allege,
you were able to get a similar set in with no issues. While I am glad that you
ended up saving some additional money on your new set I am so sorry that we
lost your business on this sale and inconvenienced you at all. It was surely
never our intention to disappoint you and we must trust the judgment of our
delivery team when it comes to the size and fit of merchandise into a home. In
complete honesty it does not benefit a team not to deliver merchandise they
have on their run. The majority of trucking companies compensate by completed
stops only. The delivery team is also responsible to maintain that merchandise
for the rest of their day (keeping it free from damage), off load it from their
box truck, and reload to a returns trailer before they are even allowed to go
home. In many cases the team isn’t getting back to their trucking company until
well beyond 8 hours on the road. Another factor to consider is that a delivery
team is personally monetarily responsible for any damage they cause to a
residence and/or merchandise during transit and placement. For these reasons
and more I assure our team’s do not routinely state that furniture won’t fit
properly if there is a chance it will make it into the home safe and sound as
expected.
Again I apologize that you had any defect concern with the
original mattress you purchased from us and as a business we followed through
on honoring that defect concern with an adequate resolution. This is the owed
responsibility of any retailer under warrantied defect circumstances. Per my
research the prices in mattresses did not change with the upgrade of the
gel layer. I show both inventory articles being priced at $1,099.00 when sold
on their own. You initially received a discount by buying the sleep set
(Mattress and Foundation) together and paid a cost of $1,021.88 for the
mattress. I can see if an error occurred on the sales person’s part in
initially charging you the retail price of the mattress (as that’s how it would
auto populate in our computer system) and offering you the new bed protector.
Our records indicate, as you have, that we were able to correct this sales
error prior to you leaving the store on 12.06.2014. Our records further
indicate this coaching concern has been addressed with/at our retail level. I
do feel it pertinent to educate you that it is always a benefit to purchase a
new bed protector with a new mattress, especially since our protectors have
been upgraded to full encasement style since 2011 and it renews the 10 year
warranty that comes from the protector company. Having purchased multiple new mattresses
myself in the past few years I have always seen it pertinent to buy a new
protector when I buy the new mattress. Viewing this scenario strictly from a
general consumer’s point of view I can certainly emphasize with your desire to
continue using your original protector.
If you were provided with paperwork at the time of sale
indicating that your assigned delivery date was 12.20.2014 it is very odd that
the delivery, for any reason would have been moved to a later date without
customer notification or request. A member of our personnel would have had to
physically change this date inside your order or a system glitch (I am not
aware of happening ever before) would have had to occur. We will continue to
research this anomaly with our tech group to determine the exact cause. As of
now we have corrected the concern to you and your mattress delivery is
scheduled to take place on 12.20.2014 as originally agreed upon.
Bob’s prides itself
on providing you quality service and the best value product for the price. Our
primary focus is on making it right so that you are satisfied with the product
that you have purchased from us. We currently have the delivery scheduled for 12.20.2014
to resolve your concern.
While it is not normal procedure to do so, I recognize that
we have caused you a great deal of inconvenience. For that reason, I will make
a note that once we have made everything right, we will review your account to
determine if further action should to be taken. Regretfully we are unable to
offer a further discount off of merchandise that will exist in your possession
in good condition.
Our delivery team is expected to call in your stop to our
Customer Care group prior to leaving your home tomorrow so at this time if you
still remain unsatisfied, we can perform the review and determine if a further
form of apology will be offered to you.
Kindest
Regards, [redacted]
Bobs
Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I contacted the company askin them for a copy of the recorded call and was told that they cannot release that to me. They informed me that it is strictly an internal use call only. I then asked for a transcript of the call of which I was told the same thing. While I don't totally reject their response, I do reject the fact that it is a he said she said argument since they cannot prove to me what was said or not said (per them) during this call. I am very distressed by the lack of customer service I received from them during this entire process and I have been the one to have to make the follow up calls even when they promised to follow up with me. I have been asking them all along where the console went so that I can purchase it back an I was given a dozen different stories as to where it ended up..
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This is absolutely lie. When I purchased the furniture that I just have to call and tell them there is a damage and they will come and fix. The sales person never explained how the plan works. In regards to the coffee table. We bought 2 of them. One was a floor model which didn't have the plan. The other did which when it was delivered to us was delivered damaged so how does that is a warranty claim. They need to get their facts straight and answer.
On Friday I was told a manager would call in 24 to 48 hours and no one called me until today. When I called back today they had all their story mixed up. Bob delivers broken product and then when I report it and specially tell them it is not to be processed as warranty claim they process it as such. I recommend having the call pulled and listen to it. All of them as to how [redacted] and Bob treats their customer and hang up on them.
I want my refund as I never used their plan which according to [redacted] was never there and even bob confirmed there was a mixup in the paperwork.
Sincerely,
[redacted]
DC
Allegedly, this complaint was resolved on 5/14/14 and I was to receive an expedited payment. It has been 2 weeks and I have yet to receive my money. I still don't understand why I should wait when I made the payment with CASH. I never heard of such a policy in all of my life.
I want my refund immediately; this is truly ridiculous and because of this policy, I won't shop there again. Friends I have told of this issue, won't use the store either because of this ludicrous policy. If you pay cash, you should be able to get cash back immediately, not wait weeks on end for a check!
Good
Afternoon [redacted],
It
is very disturbing to learn that you were further disappointed after filing
your original concern, I do hope you were able to make it to your appointment
and I am happy to know that you also received a direct apology for the delay
with our delivery truck. By offering you a Bobs Discount Furniture gift card
our intention was to satisfy you and provide you with an actual item from our
showroom as an apology. We never meant to make you feel like you were being
forced to shop with us again. I can assure you this is not the normal way we
complete our business and we do have a vested interest in satisfying any
customer who has experienced disappointment on account of our failures. Please
keep the $200.00 gift card to use on a future purchase and I will honor your
request for a $100.00 refund as a further and final form of apology. The gift
card was processed on 2.24.2014 and I would expect to receive this in your regular
mail within the next 10-14 business days. If you’d like to use the credit
before then here is the gift card number as reflected in our system: [redacted].
I
sincerely hope that you view this response as a real effort to assist you with
your concerns and we would truly appreciate another opportunity to earn your
trust back in our business. I have left some directions below for you in
regards to getting your additional $100.00 refunded back to you.
-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: [redacted].
-At that point they will take your credit card information from
you and complete the processing.
Thank
you for your time and I apologize so much of it has had to go towards resolving
this concern,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used for...
the its intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]
Good Afternoon Revdex.com-
10pt;">Please pass on our sincerest apologies for the
inconvenience this continues to cause the 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 currently have a delivery scheduled for the furniture on 5.21.16. We do see that the manager has already gone
outside of normal policy and has refunded the customer’s delivery fee back to
the customer’s method of payment.
Bob’s does not manufacture furniture. We are a retailer only; as such we are at the
mercy of our vendors. We are told when
we will receive shipments and we plan our deliveries accordingly. If the vendor is late in shipping, or the
shipment is caught in customs we are not able to fulfill our obligations to our
customers. We are very sorry that this
customer is dealing with this issue. We
will authorize a gift card to be processed for 10% of the price of the Ritz
loveseat and chaise as an apology. This
will be final compensation and can be processed once the delivery has been
completed on 5.21.16.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com-
We are very sorry that this piece was...
damaged after only a
few weeks in the home. We have reviewed
the photos our technician took on 12.9.16.
The damage is not consistent with the report of how the damage
occurred. The customer reported that
there was a seam separation of about four inches from moving the piece within
the home. The photos attached show the
decorative piping that goes over the seam is gone; there is a large hole in the
fabric and the padding underneath. This
appears to be damage from a pet chewing a hole in the arm.
This claim was denied by [redacted] as the customer reported
it as a seam separation which it clearly is not. Our technician reported that it is
unrepairable. There are no parts available
for this part of the piece.
We will offer a one time courtesy to this customer. Based on the manufacturer not having parts
available to replace the arm, we will offer this one time courtesy exchange of
the right arm facing chaise. Any future damage
claims, either accidental or manufacturing, will need to go through the actual [redacted]. The exchange has been
created; the customer would need to call in to schedule the exchange. We have attached photos of the piece and the [redacted] handout for review.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,...
No questioning the fact that we
have let our customer down here. I called our customer [redacted]) today and
apologized for the inconveniences we have caused her overall.
[redacted] has brought a serious
coaching concern to our attention as she believed she was scheduled to receive
her table base on 1.30.2016 when that was the date we would actually be
receiving a re-stocking shipment of this
table base from the vendor. I have assured [redacted] that we will address this
coaching concern internally and we now have our customer fully scheduled for
her table base even exchange on 2.06.2016.
Sincerely,
Stephanie. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
on September 20, 2013 and at that time the customer purchased the option of
[redacted]
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
We can see in [redacted] site that this claim was denied due
to it not being called into them as an accident. The report was called in to them as “customer
is unsure what caused damage, believes it is wear and tear from use.” This is obviously not an accident. We would never recommend someone to give a
false report to [redacted], we also would not expect them to cover damage that
was not stemming from an accident. [redacted]
reported the damage to us as damage done by a dog’s nails. This would be considered preventable, that is
why [redacted] does not cover pet nail damage.
If you would be willing to submit photos through the Revdex.com
mediation site to show clearly where the damage is we will review and see if we
can order a part to correct the issue.
This particular set does have some fabric parts available. Please submit at least 3 photos of the
damage. I close up of damage, 1 12-14”
away, with these I can see which cushion and also if it would be repairable by
one of our tech, if parts are not available.
1 more photo from a few feet away so I can confirm that the part would
be for the correct set and match color and pattern.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture