Good Afternoon Revdex.com,
I have reached out to [redacted] directly by...
email today (7.14.2014). Please see a
copy of the email I sent below:
Good Afternoon [redacted],
My name is Stephanie
Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate
Liaison. I am writing to you to apologize for the terrible experience you have
endured while purchasing and taking possession of your new home furnishings
from us. I do understand the reasons why you are frustrated with us and I
assure you that it is never our intention to disappoint our customers from any
level of our business.
Our records currently
reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is
this correct?
I do agree that at
this point we owe you more than just the delivery of your merchandise. If you’d
like me to do so I’d be grateful for the opportunity to assist you on a direct
basis. You can email me at this email address or you can contact me directly by
phone at ###-###-#### (Monday – Friday 8:30a -4:00p).
I apologize again for
all the frustrations we have caused you and for the sad fact that you had to
personally seek out a way to escalate your concerns on your own. I thank you
for providing us with the details of your poor experience so that we can
address our faults and work to grow as a company.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would also like to say thank you for working with me and being understanding about the situation. I am extremely satisfied with the resolution.
Sincerely, *** ***
Good Afternoon Revdex.com-
We sincerely sympathize for the 2...
failed deliveries we have
had on this customer’s account. We do
not see however the details which the customer has expressed in this
complaint. We welcome the customer’s
response if the information we have does not fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th. On that date everything
was successfully delivered into the home.
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted. We allowed a courtesy
reselection on these pieces. This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home. This is a complete loss to us and
we only charge a new delivery fee for the reselection. I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged. These damages may have occurred during the
loading or delivery process. These were
not manufacturing defects that would have been found during an inspection. On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures. We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will. We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish. We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:The business has decided to schedule an exchange delivery. I have scheduled this for one week from today. I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as the business follows through with the scheduled delivery, this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again. As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that). Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with a
supervisor Monique and been offered a reselection. We can understand why this customer has lost
confidence in our ability to get this exchange completed. The two exchange attempts came to the customer
with minor cosmetic damages and were refused.
If the customer had called in with the delivery team there we could have
advised her to accept one of those so that the kids again had the bed in tact,
and we could have offered service to touch up the cosmetic imperfections.
If the customer would like to go to the store and
reselect we can certainly honor that request, we did offer her compensation,
which has been applied to the account which could be used toward the new sale.
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,
We are very sorry for any issues this...
customer may be having with their
account. We did find a purchase
delivered to a customer by this name, but to a different address and phone
number. This delivery was made in
December 2015. We would need
confirmation from this customer to confirm that this is the correct account
before any action can be taken on the customer’s behalf. We would need the customer to provide the
delivery address or phone number used for the purchase.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.
I conveyed to [redacted] how sorry we were
for any confusion set forth during his time of sale and the fact that the sales
sheets we have with his signature clearly indicate a delivery date of 4.16.2015
as scheduled and agreed to by the customer. We most certainly failed on getting
him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario
we have acted at the most escalated levels possible and were able to
accommodate getting [redacted] the merchandise a day previous to what his
agreement cites (4.15.2015).
I last spoke with [redacted] on 4.15.2015
and confirmed that the delivery was taking place that evening. In checking on
[redacted] account this morning (4.16.2015) our records indicate his merchandise
was delivered successfully on 4.15.2015.
We do hope that [redacted] sees our efforts
and understands that moving merchandise this rapidly when loaded for a different
date is usually an impossible task to accomplish and due to the diligence and
extreme effort set forth by many different departments, including the third
party delivery company we contract with, we went above and beyond to honor his
demands as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I was able to view one attachment of photo as sent to me in this
rebuttal. I apologize for the disappointment this customer is experiencing with
his product and I also apologize if there was confusion set forth within our
first response. We were meaning to educate the customer on the fact that any
type of leather can and will eventually show signs of wear in a high traffic
area. The leather that this sofa is manufactured with is warrantied through its
manufacturer for a period of one year and I have attached the vendor specific
warranty that details this specific concern is not covered within the already
expired warranty.
Please know that there are various types of leather and various ways
different producers/fabricators treat leather based on the product’s expected
shelf life and any foreseen obstacles. For instance the seats in your car are
factory-made to withstand elements of weather such as the high temperature most
vehicles experience in the summer. Your home normally does not reach
temperatures close to 100 degrees therefore the leather is treated differently
based on its industry standard. Mass- produced furniture products that have
leather are built to last through the expected warranty that is set forth by
the vendor that produced the product. Here at Bobs we offer different types of
leather based on price point and expected usage. As the retailer our
responsibility is to honor manufacturing defects through the life of the
manufacturing warranty associated with the product in question. We were not
made aware of this customer’s disappointment until several years after the
warranty had expired.
Bobs Discount Furniture is an exceptional company in the fact that
we work hard everyday to try and provide our customer’s with valuable resolution
options for their concerns. Within these offers for resolution we must remind
ourselves that we are still a business and should always consider balancing the
needs of our customer with the needs of our business. We believe in fair
options for resolution so that we may have the ability to offer all out
customer’s consistent excellent service.
We can offer to assist this customer in purchasing replacement
parts for this sofa, and should the customer choose to agree to this option we
will perform an installation of these parts at no cost to the customer. We are
unable to take full responsibility for this damage and would like to reach out
to help this customer with a reasonable option considering all angles of this
claim. From what I can see from the one photo that you have sent to me it looks
like the ‘Inside back’ of this sofa’s right side facing and left side facing
portions would need to be replaced in order to resolve the concerns of fading. Should
there be more damages present to the seats or other portions of the product
more replacement parts may be needed. We can offer to credit this customer 10%
off of his total cost for replacement parts and perform the installation as a
courtesy to him. Because the customer is so far out of the original warranty,
Bobs Discount Furniture would not be able to guarantee the purchased parts or
courtesy workmanship. Should the customer want a different furniture company to
install these parts we can provide a 20% discount off of his total purchase
price for needed parts.
I apologize again for the aggravation this complaint is causing
our customer and I truly hope that he understands our position and accepts one
of our valuable options to resolve his concern.
Thank You,
[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 delivery experience with us. We did complete the exchange on 8.9.16. At this time we believe all issues to be
rectified. We have compensated this customer
with both refund of the delivery fee and an additional gift card. We truly hope the customer is satisfied with
the merchandise that is in the home at this time.
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.
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their purchase experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no matching account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have...
shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]
size="3">
Please pass on our sincere apologies for the concerns our customer
has experienced with the delivery of their merchandise.
We have verbally confirmed our customer’s acceptance of their
merchandise and complete satisfaction with their order/ complaint today
(11.17.2015).
Based on our direct communication with this customer our business
considers this concern closed as resolved at this time.
Kindest Regards,
Stephanie A. G[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.
Bob's did resolve this and I am very thankful. However it was not until I called corporate and reached out to you that this was resolved. Pam from the goof proof called me right away to resolve this problem. Their customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaint. I suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stone. I was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service.
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.
Please let me know what the next steps are in order to replace the broken sofa with another one from Bobs. Thank you.
Sincerely,
[redacted]
Good
Afternoon Revdex.com,
I spoke with
[redacted] today (8.05.2014) as he requested and I am currently working with him
directly to seek resolution for his concern. [redacted] has agreed to submit photos
of the table to me and working off these photos I can research the best
possible avenue to satisfy our customer. Bobs Discount Furniture is truly sorry
for any confusion that may have been set forth during the time of sale and for
the lack of care [redacted] has received when speaking with the [redacted] company. We
are grateful for the opportunity to assist our customer directly.
I have
emailed [redacted] with my direct contact information and if for some reason that
email did not go thru please pass along my email and my phone to him:
[redacted]
###-###-####
/ [redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 7.3.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 1.4.17. The report was noted that it was not a
manufacturing defect. There is
extensive frame damage to the piece. We
do not know what might have caused this in the home. There are many ways damage like this can
occur. If there was an accident, a
single accident that the customer is aware of that might have been the cause
the customer can submit a claim to [redacted].
This company is horrible! They charge outrageous prices for their poor quality furniture. Their customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with you. 4 deliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken.
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very
sorry that this customer is not completely satisfied with the adjustable bed
the purchased from Bob’s. Bob’s Discount Furniture has one of the most
comprehensive mattress comfort policies in the industry. This policy is for the mattress only. I am sorry if the customer feels there was
any miscommunication from the store in explaining this policy. It is noted on each customer’s sales order,
directly above where the customer signs at time of purchase. There are two areas on the sales order that I
would like to call attention to. The
first area is under the Refunds and Cancelation Policy:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The other
area to note is the Mattress Satisfaction Policy:
If you are
unhappy with the comfort of your mattress after having slept on it for
thirty (30) days, please call our Customer Care Center at ###-###-#### within
sixty (60) days of your delivery and one of our representatives will arrange
for you to make a onetime re-selection on your mattress only.
This
does state that only the mattress is included in the return policy. We did have our tech come out to the home on
8.17.16, determined that there were no manufacturing defects present in this
set. We would not be able to return this
merchandise on a preference issue. If
the customer is finding the mattresses to be uncomfortable, we can certainly
offer the comfort reselection they are entitled to. Bases are not eligible for return.
I
have attached a copy of this customer’s specific sales order for review.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture
Good Afternoon Revdex.com,
I have reached out to [redacted] directly by...
email today (7.14.2014). Please see a
copy of the email I sent below:
Good Afternoon [redacted],
My name is Stephanie
Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate
Liaison. I am writing to you to apologize for the terrible experience you have
endured while purchasing and taking possession of your new home furnishings
from us. I do understand the reasons why you are frustrated with us and I
assure you that it is never our intention to disappoint our customers from any
level of our business.
Our records currently
reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is
this correct?
I do agree that at
this point we owe you more than just the delivery of your merchandise. If you’d
like me to do so I’d be grateful for the opportunity to assist you on a direct
basis. You can email me at this email address or you can contact me directly by
phone at ###-###-#### (Monday – Friday 8:30a -4:00p).
I apologize again for
all the frustrations we have caused you and for the sad fact that you had to
personally seek out a way to escalate your concerns on your own. I thank you
for providing us with the details of your poor experience so that we can
address our faults and work to grow as a company.
Thank you,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would also like to say thank you for working with me and being understanding about the situation. I am extremely satisfied with the resolution.
Sincerely, *** ***
Good Afternoon Revdex.com-
We sincerely sympathize for the 2...
failed deliveries we have
had on this customer’s account. We do
not see however the details which the customer has expressed in this
complaint. We welcome the customer’s
response if the information we have does not fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th. On that date everything
was successfully delivered into the home.
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted. We allowed a courtesy
reselection on these pieces. This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home. This is a complete loss to us and
we only charge a new delivery fee for the reselection. I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged. These damages may have occurred during the
loading or delivery process. These were
not manufacturing defects that would have been found during an inspection. On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures. We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will. We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish. We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com:The business has decided to schedule an exchange delivery. I have scheduled this for one week from today. I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as the business follows through with the scheduled delivery, this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again. As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that). Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact.
Sincerely,
[redacted]
The Goof Proof has not contacted me at all about my claim. I will like a refund on my furniture, thank you.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their delivery experience with us.
I see that this customer has already spoken with a
supervisor Monique and been offered a reselection. We can understand why this customer has lost
confidence in our ability to get this exchange completed. The two exchange attempts came to the customer
with minor cosmetic damages and were refused.
If the customer had called in with the delivery team there we could have
advised her to accept one of those so that the kids again had the bed in tact,
and we could have offered service to touch up the cosmetic imperfections.
If the customer would like to go to the store and
reselect we can certainly honor that request, we did offer her compensation,
which has been applied to the account which could be used toward the new sale.
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,
We are very sorry for any issues this...
customer may be having with their
account. We did find a purchase
delivered to a customer by this name, but to a different address and phone
number. This delivery was made in
December 2015. We would need
confirmation from this customer to confirm that this is the correct account
before any action can be taken on the customer’s behalf. We would need the customer to provide the
delivery address or phone number used for the purchase.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
I...
personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.
I conveyed to [redacted] how sorry we were
for any confusion set forth during his time of sale and the fact that the sales
sheets we have with his signature clearly indicate a delivery date of 4.16.2015
as scheduled and agreed to by the customer. We most certainly failed on getting
him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario
we have acted at the most escalated levels possible and were able to
accommodate getting [redacted] the merchandise a day previous to what his
agreement cites (4.15.2015).
I last spoke with [redacted] on 4.15.2015
and confirmed that the delivery was taking place that evening. In checking on
[redacted] account this morning (4.16.2015) our records indicate his merchandise
was delivered successfully on 4.15.2015.
We do hope that [redacted] sees our efforts
and understands that moving merchandise this rapidly when loaded for a different
date is usually an impossible task to accomplish and due to the diligence and
extreme effort set forth by many different departments, including the third
party delivery company we contract with, we went above and beyond to honor his
demands as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I was able to view one attachment of photo as sent to me in this
rebuttal. I apologize for the disappointment this customer is experiencing with
his product and I also apologize if there was confusion set forth within our
first response. We were meaning to educate the customer on the fact that any
type of leather can and will eventually show signs of wear in a high traffic
area. The leather that this sofa is manufactured with is warrantied through its
manufacturer for a period of one year and I have attached the vendor specific
warranty that details this specific concern is not covered within the already
expired warranty.
Please know that there are various types of leather and various ways
different producers/fabricators treat leather based on the product’s expected
shelf life and any foreseen obstacles. For instance the seats in your car are
factory-made to withstand elements of weather such as the high temperature most
vehicles experience in the summer. Your home normally does not reach
temperatures close to 100 degrees therefore the leather is treated differently
based on its industry standard. Mass- produced furniture products that have
leather are built to last through the expected warranty that is set forth by
the vendor that produced the product. Here at Bobs we offer different types of
leather based on price point and expected usage. As the retailer our
responsibility is to honor manufacturing defects through the life of the
manufacturing warranty associated with the product in question. We were not
made aware of this customer’s disappointment until several years after the
warranty had expired.
Bobs Discount Furniture is an exceptional company in the fact that
we work hard everyday to try and provide our customer’s with valuable resolution
options for their concerns. Within these offers for resolution we must remind
ourselves that we are still a business and should always consider balancing the
needs of our customer with the needs of our business. We believe in fair
options for resolution so that we may have the ability to offer all out
customer’s consistent excellent service.
We can offer to assist this customer in purchasing replacement
parts for this sofa, and should the customer choose to agree to this option we
will perform an installation of these parts at no cost to the customer. We are
unable to take full responsibility for this damage and would like to reach out
to help this customer with a reasonable option considering all angles of this
claim. From what I can see from the one photo that you have sent to me it looks
like the ‘Inside back’ of this sofa’s right side facing and left side facing
portions would need to be replaced in order to resolve the concerns of fading. Should
there be more damages present to the seats or other portions of the product
more replacement parts may be needed. We can offer to credit this customer 10%
off of his total cost for replacement parts and perform the installation as a
courtesy to him. Because the customer is so far out of the original warranty,
Bobs Discount Furniture would not be able to guarantee the purchased parts or
courtesy workmanship. Should the customer want a different furniture company to
install these parts we can provide a 20% discount off of his total purchase
price for needed parts.
I apologize again for the aggravation this complaint is causing
our customer and I truly hope that he understands our position and accepts one
of our valuable options to resolve his concern.
Thank You,
[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 delivery experience with us. We did complete the exchange on 8.9.16. At this time we believe all issues to be
rectified. We have compensated this customer
with both refund of the delivery fee and an additional gift card. We truly hope the customer is satisfied with
the merchandise that is in the home at this time.
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,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their purchase experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no matching account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have...
shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]
Good Afternoon Revdex.com,
size="3">
Please pass on our sincere apologies for the concerns our customer
has experienced with the delivery of their merchandise.
We have verbally confirmed our customer’s acceptance of their
merchandise and complete satisfaction with their order/ complaint today
(11.17.2015).
Based on our direct communication with this customer our business
considers this concern closed as resolved at this time.
Kindest Regards,
Stephanie A. G[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.
Bob's did resolve this and I am very thankful. However it was not until I called corporate and reached out to you that this was resolved. Pam from the goof proof called me right away to resolve this problem. Their customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaint. I suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stone. I was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service.
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.
Please let me know what the next steps are in order to replace the broken sofa with another one from Bobs. Thank you.
Sincerely,
[redacted]
Good
Afternoon Revdex.com,
I spoke with
[redacted] today (8.05.2014) as he requested and I am currently working with him
directly to seek resolution for his concern. [redacted] has agreed to submit photos
of the table to me and working off these photos I can research the best
possible avenue to satisfy our customer. Bobs Discount Furniture is truly sorry
for any confusion that may have been set forth during the time of sale and for
the lack of care [redacted] has received when speaking with the [redacted] company. We
are grateful for the opportunity to assist our customer directly.
I have
emailed [redacted] with my direct contact information and if for some reason that
email did not go thru please pass along my email and my phone to him:
[redacted]
###-###-####
/ [redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 7.3.14 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
Our technician was at the home 1.4.17. The report was noted that it was not a
manufacturing defect. There is
extensive frame damage to the piece. We
do not know what might have caused this in the home. There are many ways damage like this can
occur. If there was an accident, a
single accident that the customer is aware of that might have been the cause
the customer can submit a claim to [redacted].
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This company is horrible! They charge outrageous prices for their poor quality furniture. Their customer service flat out lies to get you off the phone, they'll tell you what you want to hear so they don't have to deal with you. 4 deliveries later and I'm still missing a piece of my order considering everytime they bring me a new one it's broken.
Good
Afternoon Revdex.com-
face="Times New Roman" size="3">
We are very
sorry that this customer is not completely satisfied with the adjustable bed
the purchased from Bob’s. Bob’s Discount Furniture has one of the most
comprehensive mattress comfort policies in the industry. This policy is for the mattress only. I am sorry if the customer feels there was
any miscommunication from the store in explaining this policy. It is noted on each customer’s sales order,
directly above where the customer signs at time of purchase. There are two areas on the sales order that I
would like to call attention to. The
first area is under the Refunds and Cancelation Policy:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The other
area to note is the Mattress Satisfaction Policy:
If you are
unhappy with the comfort of your mattress after having slept on it for
thirty (30) days, please call our Customer Care Center at ###-###-#### within
sixty (60) days of your delivery and one of our representatives will arrange
for you to make a onetime re-selection on your mattress only.
This
does state that only the mattress is included in the return policy. We did have our tech come out to the home on
8.17.16, determined that there were no manufacturing defects present in this
set. We would not be able to return this
merchandise on a preference issue. If
the customer is finding the mattresses to be uncomfortable, we can certainly
offer the comfort reselection they are entitled to. Bases are not eligible for return.
I
have attached a copy of this customer’s specific sales order for review.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture