Revdex.com-
We absolutely understand this customer’s frustration with this
exchange and we agree. I have changed
the exchange to reflect that we will not be charging a new delivery fee. It is not the customer’s fault that the store
is not able to take back the damaged product.
We will absolutely make this right, we tried to reach the customer to
schedule the exchange, we were only able to leave messages at both
numbers.
We are very sorry for the delay in the replacement of the
mattress, please have the customer call either the store or customer care at their
earliest convenience to schedule the exchange.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
From: [redacted]
Sent: Thursday, June 19, 2014 12:01 AM
To: [email protected]
Subject: Regarding Complaint ID: [redacted]
To whom it may concern,
I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/2014 against Bob’s Discount Furniture.
I had stated that I wanted Bob’s to honor their agreement.
Fortunately for me I was able to find a mattress at a different business which I purchased.
Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled
orders that I had placed with them.
Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen
to other unsuspecting consumers.
Regards,
[redacted]
Good Afternoon [redacted]
I tried to reach you today to discuss. Please feel free to reach out to me tomorrow
or you can email with the issues you would like us to take into consideration
or the best number to reach you during the day. [redacted]
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies...
for the inconvenience this sales/delivery experience caused our customer.
There is no doubt after reviewing this complaint that we failed our customer on
several different levels and we remain very embarrassed regarding the failures
we caused to our customer.
We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after the completion of their delivery. At
this time the customer’s account reflects that the new merchandise has been
successfully delivered as of 8.28.2015.
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. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an exception in
this case to work above our normal compensation guidelines and policies. The
customer’s account reflects that once the returning merchandise has been fully
checked into our warehouse a refund of $1095.39 will be made to the customer’s
original method of payment. This refund does not include the charge for the
initial delivery and given all the disappointment our customer has been thru
and during such an important time in her family’s life, I do not feel it is
fair that she be charged a delivery fee at all. I have listed one option below
that returns the delivery fee to our customer in full, if she is not willing to
give us another chance I cannot say that I blame her. I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($229.99).
We look forward to hearing back from our customer and we apologize
again for the concerns our failures caused to her family.
Kindest Regards, [redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product.
Our records indicate that this
sofa was delivered to our customer on 09/14/2012 and this concern was first
reported to us on 12/01/2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the [redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture.
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documents. We cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘[redacted]’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan.
The technician
report we were provided on 12.05.2014 indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to normal use over the
period of years that the customer has maintained the merchandise. It is completely
common and should be expected that any seat of any product loose resiliency
over a period of usage. In most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushions. As animal
damage is not a normal wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages.
[redacted] is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage.
Kind Regards,
[redacted]
Bobs Discount Furniture
[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 will take the store credit and they agree I will not have to pay shipping when I choose another item.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount Furniture. We further apologize that our customer was informed that an
appointment time after 5:00pm could be honored. This is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late.
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concerns. The credit number associated with this reselection
is: [redacted].
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with...
a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]
Our records from this sofa
purchase show no indication
of any claim made directly to us for a concern of tearing. In fact we show no
conversations at all with this customer since their delivery day of 09/15/2015.
The paperwork we provide at the
time of sale indicates that our business (Bobs Discount Furniture) covers occurrences
of manufacturing defects – I.E – a tear that occurs on the seam work of the
merchandise. The paperwork provided goes on to explain that the [redacted] company
provides coverage against covered accidental occurrences of tearing within
their very own terms and conditions.
The protection plans we sell are
far from a scam however I don’t believe the customer is referencing the
appropriate business within their complaint. Should the customer wish to
elaborate on their concern further we welcome it however at this time I believe
their dispute is with a claim they made thru [redacted] and not Bobs Discount
Furniture.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture has contacted me and they have received the information they were asking for. I received an email that my bed is no longer available but they are willing for me to choose a bed from the store of the same value. Just waiting for a response on when to choose a bed. Bob's working with me in order to put this behind us.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. The exchange of the mattress is scheduled for
7.27.16
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.
Complaint: [redacted]
I am rejecting this response because:
I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbished. There is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspring. If it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look new. If it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or another. I am not satisfied with the service or the product.
Sincerely,
[redacted]
Bob's Furniture is a disgrace to businesses and their insurance is a way to steal from their customers. I have a sofa that is broken due to a manufacturer's defect and even with the $300 insurance they won't address it or even respond to an inquiry. DO NOT BUY FROM BOB'S EVER!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for 6 months and they want to offer me free shipping... its just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do...
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I have also provided the most updated telephone number I have for
this trucking company as Bobs Discount Furniture is not permitted to address or
handle claims that originate from a third party company.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
[redacted] Company ###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience 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 the completion
of their delivery.
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 have honored the customer’s request for a refund of the
delivery fee ($229.99) as a form of our apology. In addition to this, due to the added issue of
the customer having to go to the store to pickup the foundation, I would like
to offer an E-Gift Card in the amount of $100.
We do not normally offer an additional compensation beyond refunding the
delivery fee, but I do believe this customer is owed an additional apology.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: upon further inspection, I found that the headboard has split also. I feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails.
Sincerely,
[redacted]
Good Afternoon [redacted],
I apologize the sofa has failed to meet your quality expectations. Our records indicate that the sofa was delivered to your home on, January 11, 2011 however, it was not until June 2014 that you contacted our office expressing concern with the sofa...
cushions. Although the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to as the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired.
Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warranty. Based on the date of delivery and type of damage being reported, this is not a manufacturer defect. As a token of our appreciation for your business, I will be happy to mail you a $60 gift card to be used toward the purchase of (3) replacement seat cores.
Your business is appreciated and we hope that you find our offer, fair.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I am truly sorry that this customer did not find our first
response satisfactory and my apologies also for my typo within that first
response – the customer is correct in stating her warranty period is valid in
the month/year of April 2018. Bob’s
prides itself on providing our customers quality service and the best value
product for the price. Our primary focus is on making it right so that our
customer’s are satisfied with the product that they have selected and purchased
from us. We currently have an even exchange scheduled to resolve this
concern.
Please express to our customer that it
was never our intention to place blame, hence the reason we have agreed to
offer her a replacement ottoman. We do stand behind our technician’s reports as
they are our eyes in the environment where the products have been maintained, when
there is a concern based off of a technician’s findings we in customer care do
everything in our power to address the customer’s need above what information
was placed into the report. This is another reason why we have agreed to
replace the ottoman at no cost to this customer. As the customer was previously
offered this option with her goof proof plus plan being voided, we have come
back to her with a better offer than what she was originally presented with; although
this isn’t the exact option this customer is seeking we feel it is the
appropriate way to make this concern right.
I do understand the customer’s frustration
with us and agree that she has reason to be frustrated with us based on how
poorly her initial request was answered. A factory fresh version of this
product is a fair offer that balances both the needs of our customer and the
needs of our business based on this concern and our company policies. Furniture
today is mostly built on an assembly line for mass-production and just like any
other industry that replenishes off of mass-production regretfully we do experience
instances of defective or damaged product. One defective item does not mean the
entire batch produced is defective or damaged.
Thank You,
[redacted]. [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning...
Revdex.com-
We absolutely understand this customer’s frustration with this
exchange and we agree. I have changed
the exchange to reflect that we will not be charging a new delivery fee. It is not the customer’s fault that the store
is not able to take back the damaged product.
We will absolutely make this right, we tried to reach the customer to
schedule the exchange, we were only able to leave messages at both
numbers.
We are very sorry for the delay in the replacement of the
mattress, please have the customer call either the store or customer care at their
earliest convenience to schedule the exchange.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
From: [redacted]
Sent: Thursday, June 19, 2014 12:01 AM
To: [email protected]
Subject: Regarding Complaint ID: [redacted]
To whom it may concern,
I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/2014 against Bob’s Discount Furniture.
I had stated that I wanted Bob’s to honor their agreement.
Fortunately for me I was able to find a mattress at a different business which I purchased.
Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled
orders that I had placed with them.
Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen
to other unsuspecting consumers.
Regards,
[redacted]
Good Afternoon [redacted]
I tried to reach you today to discuss. Please feel free to reach out to me tomorrow
or you can email with the issues you would like us to take into consideration
or the best number to reach you during the day. [redacted]
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies...
for the inconvenience this sales/delivery experience caused our customer.
There is no doubt after reviewing this complaint that we failed our customer on
several different levels and we remain very embarrassed regarding the failures
we caused to our customer.
We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after the completion of their delivery. At
this time the customer’s account reflects that the new merchandise has been
successfully delivered as of 8.28.2015.
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. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an exception in
this case to work above our normal compensation guidelines and policies. The
customer’s account reflects that once the returning merchandise has been fully
checked into our warehouse a refund of $1095.39 will be made to the customer’s
original method of payment. This refund does not include the charge for the
initial delivery and given all the disappointment our customer has been thru
and during such an important time in her family’s life, I do not feel it is
fair that she be charged a delivery fee at all. I have listed one option below
that returns the delivery fee to our customer in full, if she is not willing to
give us another chance I cannot say that I blame her. I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($229.99).
We look forward to hearing back from our customer and we apologize
again for the concerns our failures caused to her family.
Kindest Regards, [redacted]Bobs Discount Furniture Customer Care Corporate Liaison
Good...
Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment they are currently experiencing with this
product.
Our records indicate that this
sofa was delivered to our customer on 09/14/2012 and this concern was first
reported to us on 12/01/2014. At that point the Bobs Discount Furniture (1
year) Warranty had expired on the merchandise. The customer did purchase the [redacted] protection plan which, as its name depicts, offers coverage against
accidental concerns causing damage to the furniture.
We do expect our
sales professionals to provide a general overview of the additional protection
plan during the excitement of the sale and we provide a document not only
‘checking off’ what is covered by the plan, but also indicating that there are
exclusions to this plan and should the customer seek knowledge of exclusions
they are to refer to their full plan documents. We cannot force a consumer into
the act of educating themselves on every exclusion denounced with the
protection plan and we do our best to properly prepare them in written word as
to what is covered. The protection plan
is also managed by a third party company called ‘[redacted]’ therefore we have no
way of forcing this company into covering what they consider an exclusion to
their plan.
The technician
report we were provided on 12.05.2014 indicates that the seat of the merchandise
is sinking; however the cause of this sinking is related to normal use over the
period of years that the customer has maintained the merchandise. It is completely
common and should be expected that any seat of any product loose resiliency
over a period of usage. In most cases we do offer service at no cost to our
customers as a courtesy, in this specific case the technician also reports to
have seen noticeable scratches from an animal on all seats cushions. As animal
damage is not a normal wear and tear concern and stems from events beyond Bobs
Discount Furniture’s control we are unable to offer further courtesy recourses
on merchandise containing animal damages.
[redacted] is an
extremely valuable plan when used within its intended guidelines for accidental
damage protection and we do apologize to our customer that we are unable to
offer further recourse for events not covered under this protection plan/occurrences
of animal damage.
Kind Regards,
[redacted]
Bobs Discount Furniture
[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 will take the store credit and they agree I will not have to pay shipping when I choose another item.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Please pass on our sincerest apologies for the concerns that
our customer has experienced with their dining room set purchased from Bobs
Discount Furniture. We further apologize that our customer was informed that an
appointment time after 5:00pm could be honored. This is not possible for
delivery or service as we never expect our delivery teams or technicians to be
on the road that late.
We have entered a reselection credit into our systems so
that the customer can reselect to a dining room set that will not present any
further quality concerns. The credit number associated with this reselection
is: [redacted].
Should the customer have any further questions about this store
credit/reselection process we ask that the visit their Bobs Showroom or contact
our Customer Care Offices at [redacted] (Mon-Sat 6:30a -8:00p / Sun 10:30a
-7:00a).
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with...
a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]
Good Morning Revdex.com,...
Our records from this sofa
purchase show no indication
of any claim made directly to us for a concern of tearing. In fact we show no
conversations at all with this customer since their delivery day of 09/15/2015.
The paperwork we provide at the
time of sale indicates that our business (Bobs Discount Furniture) covers occurrences
of manufacturing defects – I.E – a tear that occurs on the seam work of the
merchandise. The paperwork provided goes on to explain that the [redacted] company
provides coverage against covered accidental occurrences of tearing within
their very own terms and conditions.
The protection plans we sell are
far from a scam however I don’t believe the customer is referencing the
appropriate business within their complaint. Should the customer wish to
elaborate on their concern further we welcome it however at this time I believe
their dispute is with a claim they made thru [redacted] and not Bobs Discount
Furniture.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: Bob's Discount Furniture has contacted me and they have received the information they were asking for. I received an email that my bed is no longer available but they are willing for me to choose a bed from the store of the same value. Just waiting for a response on when to choose a bed. Bob's working with me in order to put this behind us.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
That is an absolutely unacceptable response. There is no way you can "assume" that I use one couch more than the other. You do not live with me. No couch should be breaking down after two years of normal wear and tear. The technician already came to my house and told me he could not do anything about the back cushions which are the mail problems. You have given me the run around since day 1 and have treated me with utter disrespect. I will not rest until you take responsibility for your poor customer service and poor quality products. I did not email you as the post was removed so I could no longer view it. If I need to take other means to bring your company to justice I will be more than happy to.
Sincerely,
[redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their service experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify the situation and reach a satisfactory outcome. The exchange of the mattress is scheduled for
7.27.16
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
Complaint: [redacted]
I am rejecting this response because:
I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbished. There is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspring. If it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look new. If it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or another. I am not satisfied with the service or the product.
Sincerely,
[redacted]
Bob's Furniture is a disgrace to businesses and their insurance is a way to steal from their customers. I have a sofa that is broken due to a manufacturer's defect and even with the $300 insurance they won't address it or even respond to an inquiry. DO NOT BUY FROM BOB'S EVER!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] was able to provide me with a stock photo of the set, but i'd rather speak with someone hear as apposed to over email, I stated to [redacted] we were not satisfied with her offers (as I stated on here) and she told me "Just so you are aware whatever decision you make there will be no further compensation for the delay" so we are taking that as if the set is backordered or delayed more too bad, too bad! this is by far the worse customer service and furniture buying experience we've ever had! I realize it's not Bob's that is making the furniture but they are using this particular vendor who has put our life on hold for 6 months and they want to offer me free shipping... its just ludicrous that they can get away with such bad business practices and there's nothing the consumer can do...
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I have also provided the most updated telephone number I have for
this trucking company as Bobs Discount Furniture is not permitted to address or
handle claims that originate from a third party company.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
[redacted] Company ###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience 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 the completion
of their delivery.
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 have honored the customer’s request for a refund of the
delivery fee ($229.99) as a form of our apology. In addition to this, due to the added issue of
the customer having to go to the store to pickup the foundation, I would like
to offer an E-Gift Card in the amount of $100.
We do not normally offer an additional compensation beyond refunding the
delivery fee, but I do believe this customer is owed an additional apology.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: upon further inspection, I found that the headboard has split also. I feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails.
Sincerely,
[redacted]
Good Afternoon [redacted],
s the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired.
I apologize the sofa has failed to meet your quality expectations. Our records indicate that the sofa was delivered to your home on, January 11, 2011 however, it was not until June 2014 that you contacted our office expressing concern with the sofa...
cushions. Although the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to a
Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warranty. Based on the date of delivery and type of damage being reported, this is not a manufacturer defect. As a token of our appreciation for your business, I will be happy to mail you a $60 gift card to be used toward the purchase of (3) replacement seat cores.
Your business is appreciated and we hope that you find our offer, fair.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
I am truly sorry that this customer did not find our first
response satisfactory and my apologies also for my typo within that first
response – the customer is correct in stating her warranty period is valid in
the month/year of April 2018. Bob’s
prides itself on providing our customers quality service and the best value
product for the price. Our primary focus is on making it right so that our
customer’s are satisfied with the product that they have selected and purchased
from us. We currently have an even exchange scheduled to resolve this
concern.
Please express to our customer that it
was never our intention to place blame, hence the reason we have agreed to
offer her a replacement ottoman. We do stand behind our technician’s reports as
they are our eyes in the environment where the products have been maintained, when
there is a concern based off of a technician’s findings we in customer care do
everything in our power to address the customer’s need above what information
was placed into the report. This is another reason why we have agreed to
replace the ottoman at no cost to this customer. As the customer was previously
offered this option with her goof proof plus plan being voided, we have come
back to her with a better offer than what she was originally presented with; although
this isn’t the exact option this customer is seeking we feel it is the
appropriate way to make this concern right.
I do understand the customer’s frustration
with us and agree that she has reason to be frustrated with us based on how
poorly her initial request was answered. A factory fresh version of this
product is a fair offer that balances both the needs of our customer and the
needs of our business based on this concern and our company policies. Furniture
today is mostly built on an assembly line for mass-production and just like any
other industry that replenishes off of mass-production regretfully we do experience
instances of defective or damaged product. One defective item does not mean the
entire batch produced is defective or damaged.
Thank You,
[redacted]. [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison