Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the issues presented
on this customer’s complaint. We
understand that this customer is frustrated with the experience they have had
with Bob’s, there are a few inconsistencies from what has been reported and
what we see in the account.
When merchandise is refused by a customer
it does go through an inspection upon returning to our warehouse. The merchandise from the first delivery came
back and was found to have a large scuff on the sofa. There were no other damages reported from
re-inspection. While I would never
expect a customer to accept and keep damaged merchandise such as this, the rest
of the delivery could have been accepted.
The service technician scheduled to come to
the home on 7.30.16 was scheduled with an estimated timeframe of 11:30am to
1:30pm. He arrived at 1:50 and departed
at 2:10. He was 20 minutes later then
the estimated timeframe that was given.
We do sincerely apologize for any
misconduct on the delivery team in the home.
We do expect that our teams will conduct themselves in a professional
manner at all times. If this team did
not follow that policy, that absolutely reflects on Bob’s and we are very sorry
for that unprofessionalism.
We did offer compensation for the issues
the customer has addressed. This
compensation offer was accepted in February 2016.
We are very sorry for the concerns this
customer has presented. On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy. We would fully expect
that each consumer does read the sales order they are signing. Attached please
find a copy of this customer’s sales order for their reference. It does state you may request a refund at any
time up until the time we deliver or the customer picks up.
We are sorry we are not able to accommodate
this customer request for a refund. We
do have a reselection credit in the system for the Sofa and Chair. This customer is encouraged to visit the
store location of their choice and see if they might find merchandise more to
their liking.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon,
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
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
in May 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]. [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.
One of Bob’s technicians went to the home on June 28, 2016
and reported back to us that the damage was not manufacturing in nature. He was able to add more fill and close the
hole for the customer. He did this as a
courtesy. Our side of the warranty is
related to manufacturing defects only.
If this customer has a damage resulting from a single accident they can
submit a claim to [redacted].
The photos taken by the tech correlate with the tech’s
report. This does not appear to be a
manufacturing defect.
Good Afternoon Mrs. [redacted],
I have researched your account and apologize that the table has failed to meet your quality expectations.
Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was...
present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.
Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.
The available option to you at this time would be the best effort touch up by our Service technican.
I
apologize that you are so unsatisfied with the product you purchased from Bobs
Discount Furniture. I do understand how aggravating this concern is and I assure
you that Bobs truly wishes to help every customer who has a concern.
Our
records reflect that you received this set on 6.01.2011 and had not made us
aware of any concerns until 2.01.2014. Upon visiting your home on 2.12.2014 our
technician determined that the drawers breaking on the bottom are a result of
overstuffing them for an extended period of time. This is considered wear and
tear damage and there is no warranty coverage offered by Bobs or Goof Proof for
damage of this nature. I am so sorry that we failed you in referring you to
Goof Proof for coverage, that is our fault and we have already begun addressing
the training concerns we have with the agent you spoke with. I thank you for
bringing this failure to our attention.
As
a courtesy we can offer to place an order for parts on your behalf. We can
order you a new top drawer to your dresser and a new bottom drawer for your
chest, as these are the drawers reflected in the technician’s report as having
concerns. Should you accept this part order the approximate shipping time to
you would be around 10-12 weeks as the vendor who manufactures your dresser and
chest is located overseas.
I
will await your response prior to placing this order for parts, please respond
as I am keen on helping you resolve your complaint.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I contacted Mrs. [redacted] on 4/30/2014 and left her a message.
On 5/2/2014 Mrs. [redacted] called me back to offer her apologizes over the fact that I had to put a complaint against her business in order for someone to take interest.
After 20 minutes of dialog she offered to refund me my money, which is exactly what they have always done.
As I stated in my original complaint, this company never intended on providing the merchandise that they offered.
If it would not be for my credit card company stepping in and returning my money, I would be with out the merchandise and my money.
This company is a fraud . They use bait and switch tactics and do not care about their customer.
Furthermore their customer service department, if you can call it that is a joke.
Please look into their business practices and stop them form doing this to other unsuspecting customers.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our deepest apologies for the multiple...
failures our customer has
endured with this purchase. It was never our intention to cause them so much
concern and we assure our customer that we have put forth an extreme effort to
make our mistakes right by them.
Our customer’s account indicates that as of 9.5.2015 the mattress
was fully delivered by way of an add on request made specifically to accommodate
this concern. Our records also indicate that we have a scheduled service to the
customer’s home (for the nightstand) on 9.09.2015.
As we have conveyed to our customer, we are more than willing to
discuss compensation as a further form of our apology for the inconveniences
our failures have caused after our customer is completely satisfied.
If the customer is unhappy with the resolution(s) that have taken
place (9.5) and are in place (9.9 –nightstand) please have them respond to us
so we can discuss other options available for resolution.
We apologize again to our customer and assure them we want to
honor our original agreement and provide them with the products they have
selected in the condition expected.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couch. I will be contacting the attorney general's office false advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warrantee. witnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of 3 with cancer and myself.
I have attached two photos showing the needle sticking out and the wood frame broken.
Sincerely,
[redacted]
Good Morning Revdex.com,
I am uncertain as to whom the customer is referring to in
their response as “you guys”. As the Revdex.com
discloses during the filing of any claim, the Revdex.com offers a valuable mediation
channel for both a business and a consumer alike.
Since our first response to this claim we have clearly
outlined what we are doing to resolve this customer’s concern (beyond the
policy this consumer fully agreed to at the time of sale).
Our last response contained an upgraded offer that again
placed the customer’s needs before those of our business. We continue to
maintain that the resolution offers we have in place are fairly weighed out in
the customer’s favor.
As indicated previously:
In
a final attempt to appease:
We will upgrade our reselection offer to
validate a Bobs Discount Furniture Store Credit that reflects 100% the cost
paid for the current sofa and loveseat in the home. We will also to cover the
cost of delivering the new merchandise the customer selects and provide a Bobs
Discount Furniture Store Credit for the amount they paid us for the Goof Proof
Plus program.
At this time this is a generous offer from a retailer seeking to truly solve
our customers concern via the life-force of your mediation channel. We are
doing more than what is required of us as the retailer and again stand behind
the fact that we have put forth fair and adequate offers for resolution that
consider our customer’s needs above that of our business.
We do hope the customer can see the value in our upgraded offer and of course
if they would prefer to move forward with the rescheduling of the newly
selected loveseat we are happy to honor that request instead.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
In an extreme effort to meet this
consumer’s demands...
for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the bed. We
will expect to remove the current bed the customer has in the home before or on
the same day the newly selected item is delivered. As an additional courtesy we
will provide the customer with a store credit for the full amount originally
paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost
of delivery removing and disposing of the current bed.
Kindest Regards, ...⇄ />
Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Received a delivery 7/27/2016 with two items on back order until 8/20/2016. On this date delivery team entered the house asked me to sign for merchandise that was not on the truck. Delivery team stated they will be back in 10 minutes. Thirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostage. I have been on the phone for 3 hours trying to get this issue resolved. The end result was delivery on a later date 4 days later.
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly in the form of a Bobs Discount Furniture Gift Card
because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the normal daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.S. We also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amount.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
As this has now become a legal action, we are unable to try to assist further.
Tracy Sanborn
Corporate Liaison
Bob's Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return...
and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.
REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
The tech did report to us that there was a malfunction
within the remote, which we replaced, that was the only defect he found. We are sorry if he was not dressed in a
professional manner and that he forgot to put the mattress back onto the
foundation, I am sure if the customer had mentioned it he would have put it
back, it was just an oversight on his part. If the tech had found a manufacturing defect
that was not repairable, we would have offered you the reselection of exchange
as the agent had mentioned. He found no
such issues. Our techs are extremely
well trained and know how to access the merchandise.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
Dear Revdex.com,I called and spoke with Mrs. [redacted], briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the items....
The damage would be considered normal wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs. [redacted] reported to Guardian that one of her grandchildren may have cut it with scissors. I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defect. Mrs. [redacted] understands that the total value of the store credit is $320.24 which includes the recliner (less a 15% usage fee), goof proof and tax. She will be responsible for paying delivery and repurchasing goof proof-if she wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs. [redacted] agreed to accept the offer and said that it was satisfactory to her. The confirmation number for the store credit is [redacted] and it must be redeemed by August 10, 2015.Thank you,[redacted]
Good Afternoon Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess. All compensation agreements are discussed
after the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card.
I am not sure if the reason why was explained, so I will clarify. The customer signed an agreement with another
company, [redacted] Bob’s can not interfere
or intervene with the details of that signed contract. We are not able to make a payment or offer to
change the contract in any way. We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted]
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card. This will
be processed to the email address on this complaint. That is the only offer of compensation we are
able to make.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning [redacted],
face="Calibri">I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Our records indicate that this merchandise was delivered on...
10.03.2013.
[redacted] purchased does provide five years of coverage for
factory defect concerns directly thru Bobs Discount Furniture.
Our last service visit to the residence was completed on 1.09.2016 and the
technician provided us with a report that indicates that we serviced the left
side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side
facing loveseat –outside back for 1 inch of batting coming thru the seam. There
is absolutely no mention of coils/springs popping thru the furniture in the
report. I certainly apologize to our customer if the report we have been
provided is inaccurate in anyway however as a business servicing thousands of
customers a day we must place a certain amount of trust in the integrity of our
technician’s reports and the Customer Care Agents that are trained and employed
to record these reports.
At this time the customer
is essentially disputing the report we have therefore it is appropriate to ask
our customer to provide evidence to support their dispute with.
Please ask the customer to submit photographic evidence (To the Revdex.com)
of the item in its entirety and the concern up close- for example – 1 photo of
the entire item at a reasonable distance and a (1) photo of the spring they
assert is popping out. We will review whatever evidence the customer wishes to
provide for this dispute and respond after with what, if any, further recourse
we may be able to offer.
Good Afternoon,
We spoke with [redacted], yesterday 7/9/14 and processed the necessary paperwork to exchange the armless recliner on, 7/16/14.
Sincerely,
[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We are very sorry for the issues presented
on this customer’s complaint. We
understand that this customer is frustrated with the experience they have had
with Bob’s, there are a few inconsistencies from what has been reported and
what we see in the account.
When merchandise is refused by a customer
it does go through an inspection upon returning to our warehouse. The merchandise from the first delivery came
back and was found to have a large scuff on the sofa. There were no other damages reported from
re-inspection. While I would never
expect a customer to accept and keep damaged merchandise such as this, the rest
of the delivery could have been accepted.
The service technician scheduled to come to
the home on 7.30.16 was scheduled with an estimated timeframe of 11:30am to
1:30pm. He arrived at 1:50 and departed
at 2:10. He was 20 minutes later then
the estimated timeframe that was given.
We do sincerely apologize for any
misconduct on the delivery team in the home.
We do expect that our teams will conduct themselves in a professional
manner at all times. If this team did
not follow that policy, that absolutely reflects on Bob’s and we are very sorry
for that unprofessionalism.
We did offer compensation for the issues
the customer has addressed. This
compensation offer was accepted in February 2016.
We are very sorry for the concerns this
customer has presented. On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy. We would fully expect
that each consumer does read the sales order they are signing. Attached please
find a copy of this customer’s sales order for their reference. It does state you may request a refund at any
time up until the time we deliver or the customer picks up.
We are sorry we are not able to accommodate
this customer request for a refund. We
do have a reselection credit in the system for the Sofa and Chair. This customer is encouraged to visit the
store location of their choice and see if they might find merchandise more to
their liking.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon,
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
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
in May 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]. [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.
One of Bob’s technicians went to the home on June 28, 2016
and reported back to us that the damage was not manufacturing in nature. He was able to add more fill and close the
hole for the customer. He did this as a
courtesy. Our side of the warranty is
related to manufacturing defects only.
If this customer has a damage resulting from a single accident they can
submit a claim to [redacted].
The photos taken by the tech correlate with the tech’s
report. This does not appear to be a
manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Mrs. [redacted],
I have researched your account and apologize that the table has failed to meet your quality expectations.
Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was...
present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.
Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.
The available option to you at this time would be the best effort touch up by our Service technican.
Good
Afternoon [redacted],
I
apologize that you are so unsatisfied with the product you purchased from Bobs
Discount Furniture. I do understand how aggravating this concern is and I assure
you that Bobs truly wishes to help every customer who has a concern.
Our
records reflect that you received this set on 6.01.2011 and had not made us
aware of any concerns until 2.01.2014. Upon visiting your home on 2.12.2014 our
technician determined that the drawers breaking on the bottom are a result of
overstuffing them for an extended period of time. This is considered wear and
tear damage and there is no warranty coverage offered by Bobs or Goof Proof for
damage of this nature. I am so sorry that we failed you in referring you to
Goof Proof for coverage, that is our fault and we have already begun addressing
the training concerns we have with the agent you spoke with. I thank you for
bringing this failure to our attention.
As
a courtesy we can offer to place an order for parts on your behalf. We can
order you a new top drawer to your dresser and a new bottom drawer for your
chest, as these are the drawers reflected in the technician’s report as having
concerns. Should you accept this part order the approximate shipping time to
you would be around 10-12 weeks as the vendor who manufactures your dresser and
chest is located overseas.
I
will await your response prior to placing this order for parts, please respond
as I am keen on helping you resolve your complaint.
Thank
You,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I contacted Mrs. [redacted] on 4/30/2014 and left her a message.
On 5/2/2014 Mrs. [redacted] called me back to offer her apologizes over the fact that I had to put a complaint against her business in order for someone to take interest.
After 20 minutes of dialog she offered to refund me my money, which is exactly what they have always done.
As I stated in my original complaint, this company never intended on providing the merchandise that they offered.
If it would not be for my credit card company stepping in and returning my money, I would be with out the merchandise and my money.
This company is a fraud . They use bait and switch tactics and do not care about their customer.
Furthermore their customer service department, if you can call it that is a joke.
Please look into their business practices and stop them form doing this to other unsuspecting customers.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our deepest apologies for the multiple...
failures our customer has
endured with this purchase. It was never our intention to cause them so much
concern and we assure our customer that we have put forth an extreme effort to
make our mistakes right by them.
Our customer’s account indicates that as of 9.5.2015 the mattress
was fully delivered by way of an add on request made specifically to accommodate
this concern. Our records also indicate that we have a scheduled service to the
customer’s home (for the nightstand) on 9.09.2015.
As we have conveyed to our customer, we are more than willing to
discuss compensation as a further form of our apology for the inconveniences
our failures have caused after our customer is completely satisfied.
If the customer is unhappy with the resolution(s) that have taken
place (9.5) and are in place (9.9 –nightstand) please have them respond to us
so we can discuss other options available for resolution.
We apologize again to our customer and assure them we want to
honor our original agreement and provide them with the products they have
selected in the condition expected.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couch. I will be contacting the attorney general's office false advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warrantee. witnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of 3 with cancer and myself.
I have attached two photos showing the needle sticking out and the wood frame broken.
Sincerely,
[redacted]
Good Morning Revdex.com,
I am uncertain as to whom the customer is referring to in
their response as “you guys”. As the Revdex.com
discloses during the filing of any claim, the Revdex.com offers a valuable mediation
channel for both a business and a consumer alike.
Since our first response to this claim we have clearly
outlined what we are doing to resolve this customer’s concern (beyond the
policy this consumer fully agreed to at the time of sale).
Our last response contained an upgraded offer that again
placed the customer’s needs before those of our business. We continue to
maintain that the resolution offers we have in place are fairly weighed out in
the customer’s favor.
As indicated previously:
In
a final attempt to appease:
We will upgrade our reselection offer to
validate a Bobs Discount Furniture Store Credit that reflects 100% the cost
paid for the current sofa and loveseat in the home. We will also to cover the
cost of delivering the new merchandise the customer selects and provide a Bobs
Discount Furniture Store Credit for the amount they paid us for the Goof Proof
Plus program.
At this time this is a generous offer from a retailer seeking to truly solve
our customers concern via the life-force of your mediation channel. We are
doing more than what is required of us as the retailer and again stand behind
the fact that we have put forth fair and adequate offers for resolution that
consider our customer’s needs above that of our business.
We do hope the customer can see the value in our upgraded offer and of course
if they would prefer to move forward with the rescheduling of the newly
selected loveseat we are happy to honor that request instead.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
In an extreme effort to meet this
consumer’s demands...
for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the bed. We
will expect to remove the current bed the customer has in the home before or on
the same day the newly selected item is delivered. As an additional courtesy we
will provide the customer with a store credit for the full amount originally
paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost
of delivery removing and disposing of the current bed.
Kindest Regards, ...⇄ /> Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Received a delivery 7/27/2016 with two items on back order until 8/20/2016. On this date delivery team entered the house asked me to sign for merchandise that was not on the truck. Delivery team stated they will be back in 10 minutes. Thirty minutes later a received a phone call stating another customer had merchandise and was holding the delivery team up for hostage. I have been on the phone for 3 hours trying to get this issue resolved. The end result was delivery on a later date 4 days later.
minor-latin;">Good Day Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after their concerns
have been resolved.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of
additional apology strictly in the form of a Bobs Discount Furniture Gift Card
because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the normal daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.S. We also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amount.
While it is not normal procedure
to so we have already offered to work above and beyond our normal process to accommodate
this individual’s demands. As a retailer we are unable to offer apology amounts
based off of any individual’s time and product that stands in the customer’s possession
in factory fresh condition is not eligible for a further discount.
In addition to already offering a
monetary refund as a form of apology we made this offer to our customer prior
to the delivery being completed on 2.28.2015. This was our second attempt to
again work at full capacity to satisfy the frustrations we caused our customer.
While we are genuinely very sorry for the amount of time our customer had to
spend on the phone with us, our records indicate that we were taking the
appropriate time to listen and acknowledge our customer’s angst the moment it
was being presented to us.
At this time we can offer to
provide the customer with a monetary refund based on the amount paid to us for
a delivery fee on this sales order ($229.99)and in addition we will mail out a
Bobs Discount Furniture Gift Card for $100.00.
Should the customer wish to accept
this offer, please advise that they can respond to this communication via the
Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the
delivery fee charge as indicated on the customer’s sales receipt (this will
need to be completed by a Corporate Check Request and can take up to 7-14
business days to arrive to the billing address). The Bobs Discount Furniture
Gift Card will be mailed to the below name/address within 7-10 business days of
their response being received.
Check
& Gift Card will be mailed separately to:
[redacted]
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com,
As this has now become a legal action, we are unable to try to assist further.
Tracy Sanborn
Corporate Liaison
Bob's Discount Furniture
Good Afternoon Revdex.com,
face="Calibri">We apologize sincerely that the customer feels so deceived by
our company. I assure our customer that it does not in any way benefit us to
not deliver scheduled merchandise as agreed upon. Our records indicate that our
team did report and provide sufficient evidence of the concern (to their
trucking company) that occurred delaying them at the end of the customer’s
driveway. While we certainly understand the customer’s side of this story we do
trust that our delivery team made a valid attempt to try and deliver this
merchandise on the scheduled day. As indicated on the customer’s sales receipt,
our delivery tracker website, and trifold provided to every consumer who
purchases we run an all day delivery service and there are events on the road
beyond anyone’s control that can delay the estimated arrival time we provide.
We are extremely clear in our effort to communicate this truth and in over 97%
of cases our teams deliver within the estimated window. We apologize further
that this customer was affected by any delays beyond our business’s control.
In researching further, the customer’s account denotes that
when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on
12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’
and provided ‘[redacted]’ with her direct phone number, she explained that we were
doing everything in our power to hold the merchandise at our trucking company
and get a delivery added on for the following day. During this call ‘[redacted]’s’
notes also depict that she approved refunding the delivery fee paid to us a
form of apology for the inconvenience the customers experienced. While it may
seem like a simple task to a consumer, holding merchandise at a trucking
companies transfer station is not an easy task and by working to the best of
our ability to accommodate this customer’s demand we risked disappointing other
customers to place an extreme need on getting this delivery accomplished the
next day.
Holding merchandise and refunding a delivery fee are both exceptions
to our normal policies and procedures and we have been diligent in honoring the
customer’s side of this scenario and working above our normal practices to accommodate
their demands. We were able to deliver the merchandise the following day
(12.11.2014) and the merchandise was accepted by the customer.
Again we do understand the customer’s frustration and apologize
that they feel our delivery service has failed them therefore as a courtesy we
agreed and completed the necessary paperwork to refund this fee directly to the
financing account the customer used to make this purchase.
We are unable to apologize monetarily based off of any one
individual’s time and can only offer a further form of apology based off of our
own failures, in this case the failure the customer experienced applies
directly to the delivery fee that has already been taken off of the financing
charge.
In their ‘desired settlement’ section the consumer has made
a reference to wanting to return the merchandise accepted into their home for a
refund. Should the customer be unsatisfied with the merchandise because of
concerns with the product we are more than happy to address those concerns with
the customer directly. To date no concerns with the product have been reported
to our Customer Care Office. Per the agreement signed by the purchaser at time
of sale, there is no cancelation option for a monetary refund on merchandise
once the product has been delivered into ones possession.
Please ask that the customer reach out to our Customer Care
Office at ###-###-#### should there be any quality concerns with the merchandise,
we are more than happy to help correct these concerns directly given the proper
opportunity by our customer.
The refund of the delivery fee has been processed to the
financing account with a confirmation credit number of [redacted] - (in the
amount of $242.65). It may take one full billing cycle for this refund to fully
show up on the customer’s financing bill.
We apologize again to our customer for any aggravations we
may have caused during delivery and look forward to hearing from them should
there be evident product concerns with the merchandise.
Kind Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return...
and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business. The second page of the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.
REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
The tech did report to us that there was a malfunction
within the remote, which we replaced, that was the only defect he found. We are sorry if he was not dressed in a
professional manner and that he forgot to put the mattress back onto the
foundation, I am sure if the customer had mentioned it he would have put it
back, it was just an oversight on his part. If the tech had found a manufacturing defect
that was not repairable, we would have offered you the reselection of exchange
as the agent had mentioned. He found no
such issues. Our techs are extremely
well trained and know how to access the merchandise.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,I called and spoke with Mrs. [redacted], briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the items....
The damage would be considered normal wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs. [redacted] reported to Guardian that one of her grandchildren may have cut it with scissors. I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defect. Mrs. [redacted] understands that the total value of the store credit is $320.24 which includes the recliner (less a 15% usage fee), goof proof and tax. She will be responsible for paying delivery and repurchasing goof proof-if she wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs. [redacted] agreed to accept the offer and said that it was satisfactory to her. The confirmation number for the store credit is [redacted] and it must be redeemed by August 10, 2015.Thank you,[redacted]
Good Afternoon Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess. All compensation agreements are discussed
after the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card.
I am not sure if the reason why was explained, so I will clarify. The customer signed an agreement with another
company, [redacted] Bob’s can not interfere
or intervene with the details of that signed contract. We are not able to make a payment or offer to
change the contract in any way. We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted]
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card. This will
be processed to the email address on this complaint. That is the only offer of compensation we are
able to make.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning [redacted],
face="Calibri">I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Our records indicate that this merchandise was delivered on...
10.03.2013.
[redacted] purchased does provide five years of coverage for
factory defect concerns directly thru Bobs Discount Furniture.
Our last service visit to the residence was completed on 1.09.2016 and the
technician provided us with a report that indicates that we serviced the left
side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side
facing loveseat –outside back for 1 inch of batting coming thru the seam. There
is absolutely no mention of coils/springs popping thru the furniture in the
report. I certainly apologize to our customer if the report we have been
provided is inaccurate in anyway however as a business servicing thousands of
customers a day we must place a certain amount of trust in the integrity of our
technician’s reports and the Customer Care Agents that are trained and employed
to record these reports.
At this time the customer
is essentially disputing the report we have therefore it is appropriate to ask
our customer to provide evidence to support their dispute with.
Please ask the customer to submit photographic evidence (To the Revdex.com)
of the item in its entirety and the concern up close- for example – 1 photo of
the entire item at a reasonable distance and a (1) photo of the spring they
assert is popping out. We will review whatever evidence the customer wishes to
provide for this dispute and respond after with what, if any, further recourse
we may be able to offer.
Good Afternoon,
We spoke with [redacted], yesterday 7/9/14 and processed the necessary paperwork to exchange the armless recliner on, 7/16/14.
Sincerely,
[redacted]