size="3">
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the [redacted] company I show no report of any “tear” concern on
this sleeper sofa purchased in 2012.
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture.
[redacted] is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party company. Our customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike.
The customer is welcome to contact [redacted] directly
(###-###-####) and follow the normal process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly.
-Minimum 3 Photos of the Sleeper Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that
clearly shows the damage mark at close range
-1 Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Since the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further.
Sincerely,
[redacted]
size="3">
I have attached for your and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands. We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I called Bob's today and set up for them to pick up the mattress and give us the refund. Thank you very much for your help!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response becaus
Photos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging
Sincerely,
[redacted]
Good Morning Revdex.com,
Our records indicate that this customer’s requests have been fulfilled and monetary refunds have been processed to resolve all concerns listed within our communication history. I am so sorry we were unable to satisfy our customer and I do hope our customer will give us another chance to earn her trust back in the future.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues in the store and it appears the customer has chosen to schedule
another delivery instead of canceling for a refund. We have called the customer to schedule the
delivery many times. We had a delivery
scheduled with the customer on 1.10.17.
The team was at the building during the estimated timeframe. The door man was unable to locate the customer. The team waited at the building for fifteen
minutes before moving on. During that
time several calls were made trying to reach the customer.
If the customer would like to cancel this order for a
refund she can do so anytime up until delivery.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Dear Revdex.com,I called and spoke with Ms. [redacted] this afternoon and she expressed her concerns with the dining chairs. As a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different set. Ms. [redacted] was appreciative of the offer and...
understood the terms of the credit. She will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates Ms. Wilders business and apologizes for any and all inconvenience we have caused.Thanks[redacted]
Good Afternoon
italic;">[redacted]
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Our records further indicate that your refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (4/25/16). I can
certainly understand the immediate need to have your funds back on such a large
purchase like this and I feel terrible about any delay that may have occurred
in between our release and your bank’s (or the bank the credit is thru)
reallocation of these funds. Normally we provide customers with a 5-7 business
day estimated complete processing time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you.
I would expect that the funds be completely reallocated to your
method of payment by this Friday (4/29/16) which would meet our expectations of
a maximum seven business day processing time, if this is not the case, please
feel welcome to respond back to us via this Revdex.com channel and we will preform
more extensive research with our Accounting Department.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the
processing time associated with the bank your card is thru.
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back in
our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came.
Sincerely,
[redacted]
size="3">
We are so sorry that our customer had any difficulty getting in
touch with us to initially discuss these concerns. We assure our customer that
is not the normal case for our offices and we continually remain available 7
days a week to assist our valued customers.
We also apologize that our customer is at all unhappy with the merchandise
they personally selected and assure them that we have initiated an appropriate
resolution offer in which our business suffers several losses to accommodate
them.
Per the sales invoice that this customer signed and fully agreed
to ( I have a copy of the signed policy document and if necessary can submit to
Revdex.com) at the time of sale:
Our refund policy is as follows:
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.
The information the customer has posted regarding our technician’s
findings is not accurate. I have included a document containing photos of the
merchandise and I have posted the technician’s report below from 8.20.2015:
8/20/12
1212-1229PM
TECH
[redacted]
[redacted]
SLEEP SOFA- SLPR MECH UP TO STANDARDS
- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS
ARE SHORTER THE REST OF LEGS
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
RCL CHR = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO
RCL
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
At
this time we have addressed the customer’s preference concerns with the
merchandise to the best of our ability as a business. We have filed a Personal
Injury Report on the customer’s behalf to our insurance provider, confirmed
there are no defects within the items (our
technicians report/pictures relays that the items are in safe condition), and
gone above and beyond to offer this customer a reselection credit with no new
delivery charge.
As
a business we are offering to take back merchandise that we cannot resell as
new even though there are no defect concerns present and cover the cost
associated with paying a new delivery team to bring out whatever merchandise
the customer feels will suit their desires better. We care very much to satisfy
all of our customers and assure this customer we are only trying our best to
help get them product they are happy with.
We stand behind the resolution we have in place as the most fair
and accurate given all facts associated with this case.
Kindest Regards,
[redacted] A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
The sales girl was great. Explain everything and knew about the products. She was a pleasuer doing business with..we went in with a return and ahe took her time to help us and answered all the questions.. her name is Andrea Bell. You should be proud ro have her in your company
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to make our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
Tell Bob's I am not an it. I read the disclosure and it is misleading. I have already joined the Class Action Lawsuit against them.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I would want the gift card for $100 mailed to my address.
Sincerely,
[redacted]
Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right.
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering machine for their follow up.
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
Revdex.com:
Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]
Good Morning Revdex.com,
I feel very saddened by the fact that our customer is not
satisfied with our option to provide them with the merchandise they originally
purchased. Just as you have given us the opportunity to do we are only seeking
a chance to earn our customer’s trust back. Please pass on to our customer that
I am a direct representative from Bobs Discount Furniture and once there is a
member of our corporate offices involved in any claim the Customer Care
Department is not expected to provide additional follow up because we do not
want a duplication of efforts or more confusion for our customer.
Our primary goal is to make the product failure right and
personally having been in this business for several years, including time as a
sales professional for our stores, I see no reason why an ottoman cannot be
used as a seat and I have already made a distinct effort to ensure every agent
this customer spoke with has been properly coached on how to better handle this
specific situation in the future. If this customer’s primary concern is the
difference in communication between our store and customer care, a product she
feels should be deemed defective and continued follow up from our company; then
this concern has been addressed appropriately by our business with a valuable
option for resolution. I apologize that this is not the exact option for
resolution this customer is seeking but we so stand behind the quality of our
products, which is another reason why I am so confident that a replacement
ottoman would not cause this customer any more grief.
We can make two final offers to her in a show of extreme exertion
to provide satisfaction to this customer. I will list all three options below
to illustrate the exertions we are applying to meet this customer’s needs while
balancing the needs of our business.
1.
The already
existing even exchange of the factory fresh ottoman option –please note that
the customer’s 5 year protection does not change with this option.
2.
If the customer keeps the current ottoman they
have in the home ‘AS-IS’ we will void their current warranty plan on that
ottoman and refund 60% of the purchase price for the ottoman.
3.
If the customer keeps the current ottoman they
have in the home ‘AS –IS’ We can provide the customer with a store credit for
the purchase price of the ottoman ($199) and the customer can come use this
credit to purchase another ottoman or a different item from our showrooms. This
credit will never expire.
Thank you,
[redacted]. [redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
size="3">
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the [redacted] company I show no report of any “tear” concern on
this sleeper sofa purchased in 2012.
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture.
[redacted] is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party company. Our customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike.
The customer is welcome to contact [redacted] directly
(###-###-####) and follow the normal process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly.
-Minimum 3 Photos of the Sleeper Sofa:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- 1 Picture that
clearly shows the damage mark at close range
-1 Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Since the business didn't mention the details/amount of the compensation, and there were more delivery attempts and dispute arose during the last delivery, I will reserve the right to pursue this matter further.
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
I have attached for your and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands. We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I called Bob's today and set up for them to pick up the mattress and give us the refund. Thank you very much for your help!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response becaus
Photos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging
Sincerely,
[redacted]
Good Morning Revdex.com,
Our records indicate that this customer’s requests have been fulfilled and monetary refunds have been processed to resolve all concerns listed within our communication history. I am so sorry we were unable to satisfy our customer and I do hope our customer will give us another chance to earn her trust back in the future.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
I see that this customer has already spoken with my
colleagues in the store and it appears the customer has chosen to schedule
another delivery instead of canceling for a refund. We have called the customer to schedule the
delivery many times. We had a delivery
scheduled with the customer on 1.10.17.
The team was at the building during the estimated timeframe. The door man was unable to locate the customer. The team waited at the building for fifteen
minutes before moving on. During that
time several calls were made trying to reach the customer.
If the customer would like to cancel this order for a
refund she can do so anytime up until delivery.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,I called and spoke with Ms. [redacted] this afternoon and she expressed her concerns with the dining chairs. As a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different set. Ms. [redacted] was appreciative of the offer and...
understood the terms of the credit. She will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates Ms. Wilders business and apologizes for any and all inconvenience we have caused.Thanks[redacted]
Good Afternoon
italic;">[redacted]
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Our records further indicate that your refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (4/25/16). I can
certainly understand the immediate need to have your funds back on such a large
purchase like this and I feel terrible about any delay that may have occurred
in between our release and your bank’s (or the bank the credit is thru)
reallocation of these funds. Normally we provide customers with a 5-7 business
day estimated complete processing time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you.
I would expect that the funds be completely reallocated to your
method of payment by this Friday (4/29/16) which would meet our expectations of
a maximum seven business day processing time, if this is not the case, please
feel welcome to respond back to us via this Revdex.com channel and we will preform
more extensive research with our Accounting Department.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the
processing time associated with the bank your card is thru.
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back in
our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
size="3">
We are so sorry that our customer had any difficulty getting in
touch with us to initially discuss these concerns. We assure our customer that
is not the normal case for our offices and we continually remain available 7
days a week to assist our valued customers.
We also apologize that our customer is at all unhappy with the merchandise
they personally selected and assure them that we have initiated an appropriate
resolution offer in which our business suffers several losses to accommodate
them.
Per the sales invoice that this customer signed and fully agreed
to ( I have a copy of the signed policy document and if necessary can submit to
Revdex.com) at the time of sale:
Our refund policy is as follows:
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.
The information the customer has posted regarding our technician’s
findings is not accurate. I have included a document containing photos of the
merchandise and I have posted the technician’s report below from 8.20.2015:
8/20/12
1212-1229PM
TECH
[redacted]
[redacted]
SLEEP SOFA- SLPR MECH UP TO STANDARDS
- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS
ARE SHORTER THE REST OF LEGS
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
RCL CHR = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO
RCL
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
At
this time we have addressed the customer’s preference concerns with the
merchandise to the best of our ability as a business. We have filed a Personal
Injury Report on the customer’s behalf to our insurance provider, confirmed
there are no defects within the items (our
technicians report/pictures relays that the items are in safe condition), and
gone above and beyond to offer this customer a reselection credit with no new
delivery charge.
As
a business we are offering to take back merchandise that we cannot resell as
new even though there are no defect concerns present and cover the cost
associated with paying a new delivery team to bring out whatever merchandise
the customer feels will suit their desires better. We care very much to satisfy
all of our customers and assure this customer we are only trying our best to
help get them product they are happy with.
We stand behind the resolution we have in place as the most fair
and accurate given all facts associated with this case.
Kindest Regards,
[redacted] A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
The sales girl was great. Explain everything and knew about the products. She was a pleasuer doing business with..we went in with a return and ahe took her time to help us and answered all the questions.. her name is Andrea Bell. You should be proud ro have her in your company
Good Afternoon Revdex.com-
Due to the nature of this complaint, we...
have reached out to
the customer directly to make our offer of resolution. The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:
t. I read the disclosure and it is misleading. I have already joined the Class Action Lawsuit against them.
Tell Bob's I am not an i
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I would want the gift card for $100 mailed to my address.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
We apologize for any and all
inconveniences we have caused our customer and look forward to the opportunity
to make this concern right.
I have reached out to this
customer directly via phone this morning and provided my direct telephone
number on an answering machine for their follow up.
As this concern requires the
confirmation of specific details and dispatch of service technician and/or
delivery team I feel it is best that I communicate with this customer verbally
if at all possible.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
Hi S[redacted], or whom else this may concern,
Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us.
Based on pending actions noted below, I am closing the complaint (ID [redacted]) with the Revdex.com today.
We would like to move forward with either:
- Option 1 as noted in original response from [redacted]; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th.
OPTION 1 IS OUR MOST PREFERRED OPTION
OR
-
Option 2C (not noted in original response); full reimbursement of [redacted] package
(as it appears it will be difficult to have any future claims fulfilled)
and a 30% discount on the [redacted] love seat. This would entail reimbursement of the full $99.00 for the [redacted] package (discontinuing coverage for both pieces of furniture) and $113.70 for the 30% off retail price of the [redacted] sofa. Since these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refunded. Making the total refund $212.70
OPTION 2C IS OUR LEAST PREFERRED OPTION.
OR
-
Option 3 (not noted in original response); having a technician come in to repair the
scratches and puncture, on any of the following dates when we anticipate
being at our condo:
November 22nd, 23rd, 24th or 25th.
OPTION 3 IS OUR SECOND PREFERRED OPTION.
Again, thank you for your time with this matter. It has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issues. The sooner this can be resolved, the better.
Sincerely,
[redacted]
Revdex.com:
Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]
Good Morning Revdex.com,
I feel very saddened by the fact that our customer is not
satisfied with our option to provide them with the merchandise they originally
purchased. Just as you have given us the opportunity to do we are only seeking
a chance to earn our customer’s trust back. Please pass on to our customer that
I am a direct representative from Bobs Discount Furniture and once there is a
member of our corporate offices involved in any claim the Customer Care
Department is not expected to provide additional follow up because we do not
want a duplication of efforts or more confusion for our customer.
Our primary goal is to make the product failure right and
personally having been in this business for several years, including time as a
sales professional for our stores, I see no reason why an ottoman cannot be
used as a seat and I have already made a distinct effort to ensure every agent
this customer spoke with has been properly coached on how to better handle this
specific situation in the future. If this customer’s primary concern is the
difference in communication between our store and customer care, a product she
feels should be deemed defective and continued follow up from our company; then
this concern has been addressed appropriately by our business with a valuable
option for resolution. I apologize that this is not the exact option for
resolution this customer is seeking but we so stand behind the quality of our
products, which is another reason why I am so confident that a replacement
ottoman would not cause this customer any more grief.
We can make two final offers to her in a show of extreme exertion
to provide satisfaction to this customer. I will list all three options below
to illustrate the exertions we are applying to meet this customer’s needs while
balancing the needs of our business.
1.
The already
existing even exchange of the factory fresh ottoman option –please note that
the customer’s 5 year protection does not change with this option.
2.
If the customer keeps the current ottoman they
have in the home ‘AS-IS’ we will void their current warranty plan on that
ottoman and refund 60% of the purchase price for the ottoman.
3.
If the customer keeps the current ottoman they
have in the home ‘AS –IS’ We can provide the customer with a store credit for
the purchase price of the ottoman ($199) and the customer can come use this
credit to purchase another ottoman or a different item from our showrooms. This
credit will never expire.
Thank you,
[redacted]. [redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison