Complaint: [redacted]
I am rejecting this response because:
The refund I am receiving is for the bed frame that I had to call and email about 5 times to get recognized. They called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete parts. In no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lacking. The whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery of. Once again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and calls. I seek the delivery fee.
I might add that after all that I was willing to pick up the rails from any store. No accommodation was made or attempt to locate the rails. I reject said response.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I have received the new remote. What is the compensation being offerred by Bob's?
[redacted]
I was excited to purchase my sleeper sofa at Bobs! That's 'til a month passed by and my new sofa began to sag, and the chaise sectional wouldn't stay attached. I called Bob's and after a discussion with a technician, received new seat cushions and covers. This technician was in such a hurry he completely forgot about the chaise; so that entailed another call.
It's been several months and again I had to call Bob's because my seat cushions have sagged to point that I had to buy seat saver boards in order to actually sit on it. The back pillows have also sagged to a point of no comfort. The technician calls it :"normal wear and tear" and I am honestly at a boiling point trying to understand how that was normal.
I call the customer service line and that was a waste of time and energy. They could care less what you have to say, they just want you to hurry off the phone. Even supervisors were not compliant and all I wanted was for another technician to come evaluate my sleeper sofa, because it was evident that the first one was in a rush.
Please spend a few hundred bucks more and shop elsewhere.
Revdex.com: Please include all information from our responses as well as
the customer’s pictures for recording/historical purposes into the claim
number.
[redacted]
Good Morning [redacted],
While I certainly appreciate you reaching out to me directly and
thank you kindly for sending the photos, it is most appropriate to use the
mediation channel you felt motivated to procure thru the Revdex.com. It is important
for all customers and all businesses alike that both parties are properly
represented as responses are made public for all consumers to review. Please
feel welcome to use whatever communication channel you are most comfortable
with – my direct responses will remain addressed to the mediator in this
scenario (Revdex.com).
[redacted]
Good Morning Revdex.com,
The customer’s one year guarantee period
directly thru Bobs (this would be listed on the sales invoice sheet) has long
been expired. The expiration of the factory defect guarantee occurred on
12.27.2013, nearly over two years ago, and our records show no report of
concern for any defect since March of 2013. Like many other protection plans
sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
As a business completely separate from the
protection plan the customer selected to purchase we do care very much about
making an effort to satisfy our customers in a fair and adequate manner.
As an extreme courtesy we are willing to offer
this customer a one time option for reselection (store credit to pick a
different set) at a prorated percentage. Please see below for the option
outline, should the customer wish to accept this offer they can respond to us
via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach
out to the customer to make them aware of their active credit after the Revdex.com
claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit based on the price paid to
us for the sectional sofa ($645.00).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $100.00 savings credit for the customer) should the customer accept
this courtesy offer for resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hysterical
this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied
so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
Sincerely,
[redacted]
Please see the attached pictures (3 pages) that we have included for your review on this claim.
These pictures were taken by our technician who visited the home on 2.25.2015 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment.
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have received. The Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchase. For these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardian is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved.
While the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided). It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale.
In regards to the damage associated with this specific consumer complaint we ask that you again review the photos attached. Bobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect nature. As a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in.
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection plan. This claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directly. We have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental event. Like many other protection plans the coverage excludes acts of normal wear and tear or accumulated damages. As indicated above these parameters are expressed on our sales flyer for this portion of the protection plan.
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control.
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
%3
Complaint: [redacted]
I am rejecting this response because:
It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.
Sincerely,
[redacted]
Good
Afternoon [redacted],
I
apologize that you were dissatisfied with my first response. I have spent
several days researching your account prior to responding again to ensure that
your concern was viewed at all angles by [redacted] and Bobs Discount Furniture.
Bobs Discount Furniture truly wishes to help every customer who has a concern
and I am terribly sorry in this case we have no recourse to offer you.
As
the accidental protection portion of this plan is owned and managed by the
[redacted] Company, Bobs Discount Furniture is unable to offer you this plan at
no cost. The [redacted] company provides various protection plans to an immense
amount of retailers all over the United States; this is most likely why there
isn’t specific plan information in regards to the plan that is offered to Bobs
Discount Furniture customers listed on their website. Yes, the sales flyer that
we hand out to all our customers while visiting our store to educate them on
what this plan covers is separate from the customer’s terms and conditions page
on their [redacted] contract. We do display our sales flyer on our website
through our customer care link - [redacted].
The terms and conditions pages of your agreement through [redacted] is not our
information to freely display how we see fit as the policies and procedures
associated with these terms and conditions are not managed or updated by Bobs
Discount Furniture.
In
the year 2012 when you made this purchase we did have a different sales flyer
then the one we currently display and hand out because we have upgraded this
plan since May of 2013. It was “Goof Proof” and now it is “Goof Proof Plus”.
This could be another reason as to why the flyer you received looks different
from the flyer we currently maintain. On the flyer that you would have received
during your sale process it is listed that certain exclusions apply and it is recommended
that you refer to your plan document for further details. It is uncommon that
our customer’s do not receive their plan documents by mail, inside their “Goof
Proof Kits” or by email from the [redacted] company. I’m so sorry that you didn’t
receive yours shortly after taking delivery and had we been made aware of this
we would have sent that to you promptly.
In
reference to the quality of your first sofa, our records indicate that you received
this sofa on 7.28.2012 and never reported having any issues with the sofa until
you filed your accidental damage claim with [redacted] on 12.13.2013. At that
time you made [redacted] aware that you had personally damaged the sofa
mechanism, [redacted]’s record states: “cust
states that he tripped and fell onto the RSF Recliner and ever since whenever
he sits in the Recliner the Reclining Mechanism does not work properly”. Your
protection plan then bought you a brand new sofa for less than a 3rd
of what you paid them for this protection. In reality you now have two (2) sofas
for much less then the cost you paid for one (1). Bobs Discount Furniture can
get parts for this sofa from the vendor who makes it should the need arise, we
were not asked by [redacted] to process that type of transaction for you, we were
instructed that the option our customer accepted was one of a new sofa being
delivered. With any protection plan offered on various big ticket purchases
there must be exceptions in order to keep the plan fair for all consumers. You
have been provided fairness and resolution for your accidental damage concern
and all other merchandise you purchased this protection on is still covered for
unlimited parts and service or a one time replacement through the original five
(5) years from date of delivery. I feel so sad that you feel deceived when you
have experienced a great deal of success from the money you spent. I genuinely
wish there was more I could offer you in regards to your sofa and its warranty
period. Please contact us at ###-###-#### should you have any concerns with
the manufacturing of this sofa as you are covered for defects through
2.06.2015.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
size="3">
I am
very sorry to learn of your disappointment with your [redacted] Plan. I
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denounces. As Bobs Discount Furniture is a
separate company entirely we do not have the authority to overturn [redacted]’s
judgments on claims. I do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off.
In a review of the [redacted] records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claim. It
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the move. This was also not caused by a one time
incident as you allege that several different items were damaged in various
places.
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to prevent. This “accident”
is most likely being viewed as several preventable occurrences by the [redacted] company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the [redacted] company. With any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information.
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new address. I am so sorry that there was any damage
caused to your furniture while you were changing residences.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Day Revdex.com,
white; line-height: 15pt;">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.
While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies. We do not offer apology monetary amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition.
We will be reaching out to our customer
tomorrow after delivery has been completed to offer the compensation we believe
these failures do warrant.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period offered directly
thru our company.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over four years and in that four year period our records
indicate that you have not reported any issues to us before now. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are only able to make a store credit
offer to from a place of extreme courtesy and care. As with most protection plans
the Goof Proof Plan purchased does not cover normal wear and tear, this
courtesy option is not in relation to the plan purchased as it is being offered
to you by Bobs directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Queen Sleeper and the Chair from your ‘Park
Place’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Queen Sleeper
and Chair you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The options that [redacted] offered me are no acceptable. They forced me to choose something or get nothing. I want a refund for my warranty which was $69.99 from Bobs. You sold me a policy/warranty that covers none of the things that John K[redacted] promised me. It was fraud. It was a way to get more money from me as a customer. I also do not appreciate in any way the run around I got BOTH times I had a claim. In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim. I want that $69.99 back.
Sincerely,
[redacted]
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly...
reported. I apologize if you have yet to benefit from the plan. Your most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order. If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]
I bought new furniture from the [redacted] store, everything was great a first, but 5 days after most of the furniture was delivered, the reclining couch stopped working, it seems that the switch went bad. I called about a repair, which I bought the extended warranty on the couch, they showed up a couple days later and took a picture and told me exactly what I had told them it doesn't work. The man told me that he would put a order in to replace the switch. A few days went by without anyone calling I contacted them and they said that the part is back order for another 35 days. At this point I asked if they could replace it or if I could return the item and the supervisor said they could not because it was already in the house. They suck
Good Afternoon [redacted],
I received confirmation from our Corporate Accounting department, that a refund in the amount of $631.47 was processed back to the [redacted] finance account on, June 26, 2014. It can take up to one full billing cycle for the credit to post to your account however, when contact [redacted] you can reference ticket number [redacted] to check the status of the credit.
Sincerely
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience the missed
delivery and missing product delivery (from delivery on 10.9.2015) continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels their concerns were met with
such a lack of care. We truly appreciate our customer escalating their concern
of poor service to the Revdex.com so that we may address the coaching concerns we
clearly have within our organization.
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
absolutely acknowledge our failures as a business and the concerns these
failures have further caused our customers to experience; we are more than
willing to provide options for compensation to our customer after we honor our
original promise of getting them the merchandise they selected.
Normally we provide our customers with any apology compensation in
the form of a Bobs Discount Furniture Gift Card however due to the level of
failures we are taking ownership for we are prepared to discuss working beyond this
policy in an effort to satisfy our customers and hopefully earn their trust
back in our business.
At this time we are looking forward to completely resolving our customer’s
concerns on 10.13.2015 and they will be able to speak with our Customer Care
Office prior to the delivery team leaving their residence on 10.13.2015 to
confirm the compensation offer(s) we have available.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
face="Times New Roman" size="3">
I’m sorry to learn of your disappointment and the
concerns you are having with your merchandise. I assure you that Bobs Discount
Furniture cares very much to resolve our customer’s concerns while maintaining their
trust in out business.
While I certainly understand what you allege to have
occurred at the time of sale nearly three years ago, the protection plan you
purchased in 2012 did not extended the manufacturing warranty directly thru
Bobs Discount Furniture. The initial technician was sent out to your home as a
courtesy to see what we may have been able to repair for you at no charge on a
best effort basis. Bobs is happy to see how we may able to assist you further
as a courtesy outside of any warranty period associated with your
item/purchase.
Our records indicate that the merchandise with concern
is heavily soiled with multiple spots of staining. I checked thru our log of
technician photos and regretfully I am unable to locate the pictures our
technician may have taken from your home. Understandably and in accordance with
most every protection plan in the marketplace it is reasonable for a retailer
to expect that the merchandise covered be kept in good condition overall prior
to a claim be filed with the insurance purchased.
To move forward I ask that you please attach photos of
your items to your next Revdex.com response so we can continue to mediate your concern
within the channel you have selected to open.
-Minimum 4 Photos of the Sofa &
Loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa & loveseat
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (OR the side angle depending on how furniture is located
in home)
-1
Picture of a close view of loveseat
-1
Picture of a close view of sofa
We will review these photos and respond
with what courtesy option for resolution we have to offer this customer.
Sincerely,
Stephanie G.
Bobs Discount Furniture
Corporate Customer Care Liaison
Hi Ashley,
I’m so sorry that you found my first response to be so disappointing.
We care very much for all of our customers and proper research must be
completed for each individual to ensure we are remaining fair to all consumers
alike.
We (Bobs Discount Furniture) are not Guardian. We do
not have access to photos that you may have sent to this company. You have
selected to open up a mediation channel via the Revdex.com website with Bobs Discount
Furniture. Please consider that this is Bob’s first attempt at trying to help
you resolve your concern as you have been denied by a completely different
company.
We are happy to see if we are able to help you move forward
however this merchandise has been in your possession for over four years and
you are not within any warranty period directly thru Bobs Discount Furniture. Bobs
has never been to your residence to view this product for any concern within
the time you have had it and we are owed a fair chance to review the pieces as
requested before we disclose if we are able to help you as a courtesy from our
business.
I respectively ask again that you post your photos so the
Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you
case and see what we may be able to do to help you move forward.
As listed in the original response:
To move forward please advise the customer that we
require a minimum of three (3) pictures (in color) for each item that is listed
in the report to Guardian. I have listed the requirements below to ensure our
request is specifically notated:
-Minimum 3 Photos of the damaged item(s):
- 1 Picture that clearly shows the entire facing surface(s)
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:[redacted]
I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.
It sounds to me like this company is only out for the money and has no empathy for all I've been through. The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them. I don't know why Bob's feels like offering a credit to shop in there store is a gift. Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $100 in Bob's credit. What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back. This company might as well be stealing from the poor.
I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did. The one thing I know for certain is that what goes around comes around. I was always taught to treat people the way I would want to be treated. This company has no compassion and giving them a second chance was a very poor decision on my part.
Sincerely,[redacted]
Good Afternoon Revdex.com,
face="Calibri">While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction.
For instance, our records indicate that when this customer
contacted us in July and complained about the [redacted] company denying the
scratch that was on the dresser we replaced the item at no charge to him. We
completed this at our own cost and kept his five year guarantee active. The
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six months. Nevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser.
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unit. We most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the normal policies and procedures we have in place. As a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike.
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on 12.12.2014. As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretion. This
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of sale. Should the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece.
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the [redacted]’s bed. I have listed these options below.
Options for
resolution on [redacted]’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete [redacted]’s
Bed w/ Trundle drawers. Please note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bed. We are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands.
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the [redacted]’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses). We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects.
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the [redacted]’s Bed w/ Trundle (this would not include this cost of
the mattresses). In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently in. We will
not offer further services for the specific damage that has been reported to
the wheel. Of course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of view. This option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business.
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the [redacted]’s Bed
concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The refund I am receiving is for the bed frame that I had to call and email about 5 times to get recognized. They called stating on the 10th that they were set to deliver the rails on the 30th, demonstrating that no one on their end had dealt, once again, properly with the situation of the rejected delivery due to incomplete parts. In no way was this situation properly dealt with, and the refund I seek is for the delivery fee, as a complete delivery was not made, and customer service prior to and during the situation was completely lacking. The whole process caused me immense stress, and untimely my wallet was stolen when I had to go to ikea to purchase furniture they failed to complete delivery of. Once again, the refund issued was a delayed refund of the bed that should have been addressed well before my repeated emails and calls. I seek the delivery fee.
I might add that after all that I was willing to pick up the rails from any store. No accommodation was made or attempt to locate the rails. I reject said response.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I have received the new remote. What is the compensation being offerred by Bob's?
[redacted]
I was excited to purchase my sleeper sofa at Bobs! That's 'til a month passed by and my new sofa began to sag, and the chaise sectional wouldn't stay attached. I called Bob's and after a discussion with a technician, received new seat cushions and covers. This technician was in such a hurry he completely forgot about the chaise; so that entailed another call.
It's been several months and again I had to call Bob's because my seat cushions have sagged to point that I had to buy seat saver boards in order to actually sit on it. The back pillows have also sagged to a point of no comfort. The technician calls it :"normal wear and tear" and I am honestly at a boiling point trying to understand how that was normal.
I call the customer service line and that was a waste of time and energy. They could care less what you have to say, they just want you to hurry off the phone. Even supervisors were not compliant and all I wanted was for another technician to come evaluate my sleeper sofa, because it was evident that the first one was in a rush.
Please spend a few hundred bucks more and shop elsewhere.
From: [redacted] Sent: Wednesday, September 09, 2015 8:00 AMTo: [redacted]Subject: Revdex.com Complaint # [redacted]
Revdex.com: Please include all information from our responses as well as
the customer’s pictures for recording/historical purposes into the claim
number.
[redacted]
Good Morning [redacted],
While I certainly appreciate you reaching out to me directly and
thank you kindly for sending the photos, it is most appropriate to use the
mediation channel you felt motivated to procure thru the Revdex.com. It is important
for all customers and all businesses alike that both parties are properly
represented as responses are made public for all consumers to review. Please
feel welcome to use whatever communication channel you are most comfortable
with – my direct responses will remain addressed to the mediator in this
scenario (Revdex.com).
[redacted]
Good Morning Revdex.com,
The customer’s one year guarantee period
directly thru Bobs (this would be listed on the sales invoice sheet) has long
been expired. The expiration of the factory defect guarantee occurred on
12.27.2013, nearly over two years ago, and our records show no report of
concern for any defect since March of 2013. Like many other protection plans
sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
As a business completely separate from the
protection plan the customer selected to purchase we do care very much about
making an effort to satisfy our customers in a fair and adequate manner.
As an extreme courtesy we are willing to offer
this customer a one time option for reselection (store credit to pick a
different set) at a prorated percentage. Please see below for the option
outline, should the customer wish to accept this offer they can respond to us
via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach
out to the customer to make them aware of their active credit after the Revdex.com
claim has been fully closed.
Option for resolution:
We will provide the customer with 75% store credit based on the price paid to
us for the sectional sofa ($645.00).
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $100.00 savings credit for the customer) should the customer accept
this courtesy offer for resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hysterical
this couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied
so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
Sincerely,
[redacted]
Good Afternoon Revdex.com,...
Please see the attached pictures (3 pages) that we have included for your review on this claim.
These pictures were taken by our technician who visited the home on 2.25.2015 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s current state is directly related an event (or several events) that occurred to this merchandise in its environment.
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have received. The Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchase. For these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardian is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved.
While the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided). It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale.
In regards to the damage associated with this specific consumer complaint we ask that you again review the photos attached. Bobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect nature. As a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in.
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection plan. This claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directly. We have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental event. Like many other protection plans the coverage excludes acts of normal wear and tear or accumulated damages. As indicated above these parameters are expressed on our sales flyer for this portion of the protection plan.
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, we apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control.
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
%3
Complaint: [redacted]
I am rejecting this response because:
It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.
Sincerely,
[redacted]
Good
Afternoon [redacted],
I
apologize that you were dissatisfied with my first response. I have spent
several days researching your account prior to responding again to ensure that
your concern was viewed at all angles by [redacted] and Bobs Discount Furniture.
Bobs Discount Furniture truly wishes to help every customer who has a concern
and I am terribly sorry in this case we have no recourse to offer you.
As
the accidental protection portion of this plan is owned and managed by the
[redacted] Company, Bobs Discount Furniture is unable to offer you this plan at
no cost. The [redacted] company provides various protection plans to an immense
amount of retailers all over the United States; this is most likely why there
isn’t specific plan information in regards to the plan that is offered to Bobs
Discount Furniture customers listed on their website. Yes, the sales flyer that
we hand out to all our customers while visiting our store to educate them on
what this plan covers is separate from the customer’s terms and conditions page
on their [redacted] contract. We do display our sales flyer on our website
through our customer care link - [redacted].
The terms and conditions pages of your agreement through [redacted] is not our
information to freely display how we see fit as the policies and procedures
associated with these terms and conditions are not managed or updated by Bobs
Discount Furniture.
In
the year 2012 when you made this purchase we did have a different sales flyer
then the one we currently display and hand out because we have upgraded this
plan since May of 2013. It was “Goof Proof” and now it is “Goof Proof Plus”.
This could be another reason as to why the flyer you received looks different
from the flyer we currently maintain. On the flyer that you would have received
during your sale process it is listed that certain exclusions apply and it is recommended
that you refer to your plan document for further details. It is uncommon that
our customer’s do not receive their plan documents by mail, inside their “Goof
Proof Kits” or by email from the [redacted] company. I’m so sorry that you didn’t
receive yours shortly after taking delivery and had we been made aware of this
we would have sent that to you promptly.
In
reference to the quality of your first sofa, our records indicate that you received
this sofa on 7.28.2012 and never reported having any issues with the sofa until
you filed your accidental damage claim with [redacted] on 12.13.2013. At that
time you made [redacted] aware that you had personally damaged the sofa
mechanism, [redacted]’s record states: “cust
states that he tripped and fell onto the RSF Recliner and ever since whenever
he sits in the Recliner the Reclining Mechanism does not work properly”. Your
protection plan then bought you a brand new sofa for less than a 3rd
of what you paid them for this protection. In reality you now have two (2) sofas
for much less then the cost you paid for one (1). Bobs Discount Furniture can
get parts for this sofa from the vendor who makes it should the need arise, we
were not asked by [redacted] to process that type of transaction for you, we were
instructed that the option our customer accepted was one of a new sofa being
delivered. With any protection plan offered on various big ticket purchases
there must be exceptions in order to keep the plan fair for all consumers. You
have been provided fairness and resolution for your accidental damage concern
and all other merchandise you purchased this protection on is still covered for
unlimited parts and service or a one time replacement through the original five
(5) years from date of delivery. I feel so sad that you feel deceived when you
have experienced a great deal of success from the money you spent. I genuinely
wish there was more I could offer you in regards to your sofa and its warranty
period. Please contact us at ###-###-#### should you have any concerns with
the manufacturing of this sofa as you are covered for defects through
2.06.2015.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon [redacted],
size="3">
I am
very sorry to learn of your disappointment with your [redacted] Plan. I
assure you that this plan is extremely valuable when used within the
appropriate guidelines that the plan denounces. As Bobs Discount Furniture is a
separate company entirely we do not have the authority to overturn [redacted]’s
judgments on claims. I do apologize that the third party company who manages
this plan did not apply any care and empathy to your case when you initially
called and I further assure you that we are not seeking to pass your concern off.
In a review of the [redacted] records concerning this claim,
the claim is being reported as having happened during a move in between
residences and there is a large amount of damage associated with this claim. It
is reasonable for any business to assume that whether we are told so or not, a
moving company or a third party provider could have been involved in assisting
with this merchandise being moved and that company would then be liable for the
damages that occurred during the move. This was also not caused by a one time
incident as you allege that several different items were damaged in various
places.
Bobs Discount Furniture did not physically move this
merchandise nor was this damage within our control to prevent. This “accident”
is most likely being viewed as several preventable occurrences by the [redacted] company and at this time Bobs Discount Furniture agrees with this result of denial
you have incurred from the [redacted] company. With any protection plan sold on
automobiles, electronics, or home appliances there are exceptions to coverage
and the sales flyer we provide at the time of sale does depict that the full
plan guidelines should be reviewed thoroughly for exception information.
Should you believe that the damages caused are repairable
you may contact us (###-###-####) to request a billable service at a charge of
$79.99(+tax) to your new address. I am so sorry that there was any damage
caused to your furniture while you were changing residences.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Day Revdex.com,
white; line-height: 15pt;">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.
While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies. We do not offer apology monetary amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition.
We will be reaching out to our customer
tomorrow after delivery has been completed to offer the compensation we believe
these failures do warrant.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning [redacted],
size="3">
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year guarantee period offered directly
thru our company.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over four years and in that four year period our records
indicate that you have not reported any issues to us before now. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are only able to make a store credit
offer to from a place of extreme courtesy and care. As with most protection plans
the Goof Proof Plan purchased does not cover normal wear and tear, this
courtesy option is not in relation to the plan purchased as it is being offered
to you by Bobs directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Queen Sleeper and the Chair from your ‘Park
Place’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Queen Sleeper
and Chair you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
The options that [redacted] offered me are no acceptable. They forced me to choose something or get nothing. I want a refund for my warranty which was $69.99 from Bobs. You sold me a policy/warranty that covers none of the things that John K[redacted] promised me. It was fraud. It was a way to get more money from me as a customer. I also do not appreciate in any way the run around I got BOTH times I had a claim. In addition, the "solution" that [redacted] offered me also prevents me from ever calling in another claim. I want that $69.99 back.
Sincerely,
[redacted]
Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly...
reported. I apologize if you have yet to benefit from the plan. Your most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order. If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]
I bought new furniture from the [redacted] store, everything was great a first, but 5 days after most of the furniture was delivered, the reclining couch stopped working, it seems that the switch went bad. I called about a repair, which I bought the extended warranty on the couch, they showed up a couple days later and took a picture and told me exactly what I had told them it doesn't work. The man told me that he would put a order in to replace the switch. A few days went by without anyone calling I contacted them and they said that the part is back order for another 35 days. At this point I asked if they could replace it or if I could return the item and the supervisor said they could not because it was already in the house. They suck
Good Afternoon [redacted],
I received confirmation from our Corporate Accounting department, that a refund in the amount of $631.47 was processed back to the [redacted] finance account on, June 26, 2014. It can take up to one full billing cycle for the credit to post to your account however, when contact [redacted] you can reference ticket number [redacted] to check the status of the credit.
Sincerely
[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience the missed
delivery and missing product delivery (from delivery on 10.9.2015) continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels their concerns were met with
such a lack of care. We truly appreciate our customer escalating their concern
of poor service to the Revdex.com so that we may address the coaching concerns we
clearly have within our organization.
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
absolutely acknowledge our failures as a business and the concerns these
failures have further caused our customers to experience; we are more than
willing to provide options for compensation to our customer after we honor our
original promise of getting them the merchandise they selected.
Normally we provide our customers with any apology compensation in
the form of a Bobs Discount Furniture Gift Card however due to the level of
failures we are taking ownership for we are prepared to discuss working beyond this
policy in an effort to satisfy our customers and hopefully earn their trust
back in our business.
At this time we are looking forward to completely resolving our customer’s
concerns on 10.13.2015 and they will be able to speak with our Customer Care
Office prior to the delivery team leaving their residence on 10.13.2015 to
confirm the compensation offer(s) we have available.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
face="Times New Roman" size="3">
I’m sorry to learn of your disappointment and the
concerns you are having with your merchandise. I assure you that Bobs Discount
Furniture cares very much to resolve our customer’s concerns while maintaining their
trust in out business.
While I certainly understand what you allege to have
occurred at the time of sale nearly three years ago, the protection plan you
purchased in 2012 did not extended the manufacturing warranty directly thru
Bobs Discount Furniture. The initial technician was sent out to your home as a
courtesy to see what we may have been able to repair for you at no charge on a
best effort basis. Bobs is happy to see how we may able to assist you further
as a courtesy outside of any warranty period associated with your
item/purchase.
Our records indicate that the merchandise with concern
is heavily soiled with multiple spots of staining. I checked thru our log of
technician photos and regretfully I am unable to locate the pictures our
technician may have taken from your home. Understandably and in accordance with
most every protection plan in the marketplace it is reasonable for a retailer
to expect that the merchandise covered be kept in good condition overall prior
to a claim be filed with the insurance purchased.
To move forward I ask that you please attach photos of
your items to your next Revdex.com response so we can continue to mediate your concern
within the channel you have selected to open.
-Minimum 4 Photos of the Sofa &
Loveseat:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa & loveseat
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (OR the side angle depending on how furniture is located
in home)
-1
Picture of a close view of loveseat
-1
Picture of a close view of sofa
We will review these photos and respond
with what courtesy option for resolution we have to offer this customer.
Sincerely,
Stephanie G.
Bobs Discount Furniture
Corporate Customer Care Liaison
Hi Ashley,
I’m so sorry that you found my first response to be so disappointing.
We care very much for all of our customers and proper research must be
completed for each individual to ensure we are remaining fair to all consumers
alike.
We (Bobs Discount Furniture) are not Guardian. We do
not have access to photos that you may have sent to this company. You have
selected to open up a mediation channel via the Revdex.com website with Bobs Discount
Furniture. Please consider that this is Bob’s first attempt at trying to help
you resolve your concern as you have been denied by a completely different
company.
We are happy to see if we are able to help you move forward
however this merchandise has been in your possession for over four years and
you are not within any warranty period directly thru Bobs Discount Furniture. Bobs
has never been to your residence to view this product for any concern within
the time you have had it and we are owed a fair chance to review the pieces as
requested before we disclose if we are able to help you as a courtesy from our
business.
I respectively ask again that you post your photos so the
Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you
case and see what we may be able to do to help you move forward.
As listed in the original response:
To move forward please advise the customer that we
require a minimum of three (3) pictures (in color) for each item that is listed
in the report to Guardian. I have listed the requirements below to ensure our
request is specifically notated:
-Minimum 3 Photos of the damaged item(s):
- 1 Picture that clearly shows the entire facing surface(s)
- 1 Picture that clearly shows the damage marks at close range
-1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint:[redacted]
I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer. I find it very disheartening for company to take advantage of another human being in such a way. Bob's isn't giving or offering anything that I wasn't owed. The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street. I had to go outside to clean up the mess they made. I took pictures of everything. In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware. I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep I. Her new bed because is was damaged.
It sounds to me like this company is only out for the money and has no empathy for all I've been through. The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them. I don't know why Bob's feels like offering a credit to shop in there store is a gift. Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $100 in Bob's credit. What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back. This company might as well be stealing from the poor.
I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did. The one thing I know for certain is that what goes around comes around. I was always taught to treat people the way I would want to be treated. This company has no compassion and giving them a second chance was a very poor decision on my part.
Sincerely,[redacted]
Good Afternoon Revdex.com,
face="Calibri">While we apologize that our customer is experiencing any
disappointment with their product our records do indicate that overall we have
worked at full capacity and above and beyond to ensure we have met our
customer’s concerns with satisfaction.
For instance, our records indicate that when this customer
contacted us in July and complained about the [redacted] company denying the
scratch that was on the dresser we replaced the item at no charge to him. We
completed this at our own cost and kept his five year guarantee active. The
damage was horizontal scrape marks to three of the drawers; clearly cosmetic
damage like this is not the type of manufacturing concern that just appears on
the product after owning it for nearly six months. Nevertheless we made an
exception for the customer as an extreme courtesy and brought him an entirely
new dresser.
I do understand the customer’s frustration as it seems our
technician’s workmanship did not fully hold up as we would expect it to on the
trundle unit. We most certainly take responsibility for the workmanship
performed by our technician on the trundle unit wheel and as the customer
indicates in his complaint, it seems we have already tried to offer him
resolutions above the normal policies and procedures we have in place. As a
business it is important to convey that our policies and procedures are adhered
by to actively keep all resolutions fair for all consumers alike.
Our records indicate no report of concern has been made to
us regarding this dresser and it was exchanged in July of 2014, this includes
the most recent service call we completed on 12.12.2014. As the customer has
had possession of the dresser that he alleges has a design flaw for over five
months we do reserve the right to inspect this merchandise and provide service
to it prior to making any other options for resolution at our own discretion. This
information is clearly indicated on the second page of the customer’s sales
invoice and is routinely signed by the customer at the time of sale. Should the
customer seek further assistance with the design flaw he asserts is present he
can contact our Customer Care Office directly (###-###-####) to discuss
sending in photos or scheduling a service call for this specific piece.
In a further effort to work above and beyond to satisfy this
customer we will offer three (3) options for resolution in regards to the [redacted]’s bed. I have listed these options below.
Options for
resolution on [redacted]’s Bed w/Trundle unit (Please keep in mind these are
courtesy options and should not be perceived as the expected resolution by this
individual customer):
Option #1:
We will process and even exchange on the complete [redacted]’s
Bed w/ Trundle drawers. Please note that while in the home within a month of
delivery our technician logged scratches present on the footboard associated
with this bed. We are again willing to overlook a customer caused damage in an
effort to appease this customer’s demands.
-Or-
Option #2:
If the customer would like to reselect to a different type of
bed that may fit his furniture needs
better, we can offer to credit 100% of the cost paid to us from the [redacted]’s
Bed w/ Trundle drawers (this would not include this cost of the
mattresses). We can offer to further this courtesy by covering the cost of
delivering the new bed the customer selects.
-Or-
Option #3:
We can offer to refund the customer 20% off the cost paid to us
for the [redacted]’s Bed w/ Trundle (this would not include this cost of
the mattresses). In accepting this option the customer should be aware that he
would be agreeing to keep the bed in the condition it is currently in. We will
not offer further services for the specific damage that has been reported to
the wheel. Of course we do not find this to be the most appropriate option for
resolution and it is certainly the most unfriendly from a customer care point
of view. This option exists as an attempt (again) to balance the demand for
monetary refund the customer has set forth along with the needs of our business.
Please let the customer know they may respond to us thru
this Revdex.com channel that they have opened for mediation purposes with which option
they would like to proceed further with in regards to the [redacted]’s Bed
concern.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]