Good Afternoon Revdex.com,
Our records
reflect that our technician’s work was accepted by [redacted] on 11.01.2014 and our
records further reflect that our technician did not verify the cause of the
concern to be that of a factory defect on the table. We do apologize for the
customer’s alleged experience between us and the [redacted] company and we do
feel the protection plan we sell is extremely valuable given the price point it
carries.
As a
business we did take a path of resolving this concern when the customer was denied
by the third party company.
As the Revdex.com is aware, the size of our business is
massive and we would not be continuing to grow so rapidly into new territories
if we operated without honesty and transparency. Word of mouth travels
extremely fast especially in an age of technology and It is a terrible fact I
learned many years ago in my business that a happy customer will typically tell
10 of their family/friends while an unhappy customer will tell 20 of their family/friends.
Add social media into the mix of that and you can place a zero on the end of
both those figures. I do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claims. The internet is a place where information even from many years
prior remains currently viewed and judged upon. Many customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback.
In regards to our [redacted] Plans we have a very
high ratio of approved claims through this plan and the company we partner
with. Sadly it is not common that a customer can access a data base made by
other customers of great reviews on their successful claims experiences. I do
apologize that this customer believes to have experienced any confusion during
their time of sale, we do not deceive our customers, support products and plans
we do not find valuable, and we do not force our customer into buying any
product. To categorize our protection plan as poor quality or state that all of
our customers are complaining just doesn't give the nearly 3,000
customers that are receiving a great experience today and in the future, as
well as my nearly 4,000 team members who strive every day to make the
experience a pleasant one, ample credit.
We are genuinely very sorry when our
customers experience failures that result in any amount of unintended
inconvenience and we stand by the quality of our merchandise and the integrity
of our entire organization. Please don’t ignore the fact that the internet
contains a small percentage of complaints which stay on forever. We take great
pride in the reality that on a daily basis we maintain a vastly larger pool of
customers who are completely satisfied with their merchandise and their
experiences with us overall. Our customers, our ability to recognize our
failures and take ownership to make them right have allowed us to become the 15th
largest furniture chain in the U.S. Regretfully given a review of all facts in this
specific scenario we are unable to offer our customer further recourse.
Revdex.com-
While
I can personally identify with a consumer’s need for an apology outside of
making the concern right, we have worked at a higher level to make those
requests happen. I can certainly
understand how frustrating having to go through this many deliveries must be.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
With
that in mind, we can offer the customer their choice of options.
1)
we can offer the compensation in the form of a Bob’s gift card in
the amount of the delivery fee paid ($130)
2)
we can offer the compensation that was already offered ($80) as a
refund to the method of payment
The
customer can simply reply to this posting or call into customer care to advise
which option they would like.
Good Morning Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
We are very sorry that the error caused a delay in the customer receiving
the delivery.
We offer any type of apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
We will offer this customer the delivery fee as a Bob’s
Gift Card. If the customer would like to
accept, please do so through the Revdex.com mediation service and I will submit the
paperwork to the Gift Card department to process. It will then be sent to the customer, to the
email address on this complaint, as an ECard.
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered in October 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
We don't blame our customer for being upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies to our customer. I know and
acknowledge how unpleasant the initial delivery experience must have been for
our customer and while I know this is their Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase.
The customer’s comments regarding the service received by the delivery team
are very important to us. We want customers to love shopping with Bobs, so a
report of a disturbing experience with any delivery team is a serious concern
for us. Our customers deserve only the best service and we have begun
addressing the obvious coaching concerns the customer has brought to our
attention and will take the appropriate actions.
In terms of our Customer Care team seeking to make the delivery failure
right, our records indicate that the customer has been placed on a special
request expedited add on for delivery on 2.07.2015 (this Saturday). We did
explain that we would make a special request for this expedited delivery to the
customer when we last spoke on 2.05.2015. We have made a valid effort as a
business to correct this mistake and apologize again to our customer for the
footboard not arriving to their home as we intended it to.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
We have continued as a business to address this individual’s
concern the moment it is presented to us and work out of our normal guidelines
because we realize the level of dissatisfaction this consumer is emulating as a
result of our failures.
At this time we are looking forward to completely resolving this
customer’s concern on 2.07.2015 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on 2.07.2015. We
will review the account at that time and determine what, if anything, further
we are able to offer.
Kindest
Regards,
[redacted]
[redacted]
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the...
inconvenience. Our service guarantee does state that we
offer parts and service for the first year.
The customer refused this option and we have gone outside of our normal
policy to offer the exchange. If the
customer had chosen delivery, the customer would then have had a professional
assembly and any issues would have been our responsibility. If the customer would like to pay for
delivery service now we can have the team come out and assemble with the new
piece.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize that you found my
first response to be less than satisfactory and I thank you for sending through
these attachments with your response. The flyer you have included is the same
flyer that I sent with my initial communication, please note that underneath
the general overview of what is covered there is this information:
Refer to the current [redacted] Furniture
Protection Plan for complete coverage details.
Bobs Discount Furniture would
have had no knowledge that you did not receive the [redacted] Furniture
Protection Plan as we do not manage or update this protection plan. It is owned
and operated by [redacted]. As you selected to purchase this protection plan
through Bobs Discount Furniture and we stand behind the terms and conditions of
this plan, I have made a reasonable offer in an effort to reach out to you as
our customer. I am not denying that a rip or tear is covered because these
instances are coverable damages when the occurrence is a result of an accident.
An animal ripping, tearing, or puncturing furniture is not the result of an
accident and the fact remains that this type of damage is not covered under the
protection plan you purchased from [redacted]. The other document you have
attached provides information on how to contact [redacted] and does not
represent any type of specific coverage details.
As our current (2014) Goof Proof -Plus
Protection Plan and sales flyer is represented and managed by a completely different
company called ‘Guardian’ it is reasonable to expect that the wording on both
flyers is different. I wish very much that I had the ability to overturn the
denial result of a third –party company, especially when I know personally how
frustrating it is to experience a denial from this protection plan.
I’m so sorry that we don’t have
further recourse to offer you relating to this concern and as a final offer of
courtesy and apology I can request that a Bobs Discount Furniture Gift Card be
sent to you for the amount you paid for this protection plan ($99.99). Please let me know if you would like me to
process this gift card request for you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
We are sincerely sorry that the
merchandise was found to have damages.
This could have been accepted into the home and then exchanged on the
date offered. This would have ensured
that the customer and family would not be left without merchandise. We do not manufacture the merchandise and we
do not stock parts. We would have sent
to the vendor to have a replacement shipped.
That is a time consuming process.
So the exchange was offered. I
have seen the photos of the pieces that were refused. While the cut in the headrest is large, it
would not have prevented the pieces from being used in the week it would have
taken to exchange the piece. We are very
sorry that the customer made the decision to send back all of the pieces.
The customer would need to reach out
to the store to advise what next step they would like to take. The order is waiting for direction from the customer. We can cancel the order for a refund of what
was paid back to the American Express account or we can reschedule the
delivery. If the customer would like to
reschedule the delivery we would be able to offer a small Bob’s Gift Card for
the failed delivery as a token of our apology.
on our apologies for the disappointment our customer has
experienced with this purchase.
As the customer has indicated they
made agreements for purchase thru the [redacted] has paid Bobs Discount Furniture in full for this purchase and the
agreement the customer signed to continually pay the [redacted] Company
back is not a document that we are able to control or make changes to.
Based on the agreement the customer
signed with [redacted] directly our company cannot make the choice to
remove the merchandise from the home and return funds. The customer has been
making payments to [redacted] and not Bobs Discount Furniture therefore
they would need to speak to [redacted] to determine what options they have
for removal/refund on their product.
Our system fully indicates that we
removed the delivery charge associated with the sales order prior to the
customer’s order being completed (I.E- We never charged the customer for
delivery). Our records show this was completed as of 12.23.2015 via our retail
location. It is not normal for us to offer compensation in this form so I am
confident in stating that our retail location acted above policy to initially
meet this individual’s level of disappointment from our failure.
As of 1.30.2016 we processed the
$75.00 Gift Card Offer we made as the customer accepted it and advised us to
send it to their email (on top of the delivery fee waiver) and at this time we
stand behind the compensation we have provided as the most fair and adequate
offers we can make. As a business we have delivered the delayed product thus
rectifying this customer’ original concern – any form of apology outside of
making the concern we caused right is determined solely at the internal
discretion of our business.
We can absolutely address any defect
concern within the merchandise however our records show no report of any
concern with the bed made to us directly. Can you please ask the customer to
elaborate (via the Revdex.com) on what the concern is so that we can determine the
best recourse to offer for the product itself?
Kindest Regards,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have received the replacement sofa and to my disappointment the couch was a different color than the love seats and the legs a completely different color I need the right color sofa because it looks terrible.
5/23 I spoke with [redacted] in [redacted] store. She advised I needed to contact [redacted] store which I did & spoke with [redacted] who asked me for credit card number twice & she indicated she was having issue processing because her computer was "freezing". Today I called my credit card company & there was no $59.99 credit issued.
I also told [redacted] that the trundle bed set up drawer was not properly installed flush to bed frame & she told me I would need to contact "Customer Care" to get drawer fixed. This is where the series of problems originated. "Customer Care" made 3 failed attempts to install properly! I asked for her assistance with this install issue. Atkinson said a store credit was sent to [redacted] & this did happen. We still have bed improperly installed & need "Customer Care" to make it right and are waiting for a credit to [redacted] in amount of $59.99. Contact us at ###-###-#### for anything additional. Thank you.
Complaint: [redacted]
I am rejecting this response because:The sales man did in fact lie to me at the time of purchase. As I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly did. He stated it covered everything. Not once during our conversation did he mention what it did not cover.
Again, he sold me something, and I got something different. If I got what the sales man sold me, I would have a covered claim. But I do not have a covered claim because the sales man sold me a lie.
Sincerely,
[redacted]
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses may carry additional factory guarantees. You
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call
[redacted] at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence.
We
are sincerely sorry that this customer is not completely satisfied with the Luxe
set purchased in 2016. We sent our
technician to the home on 11.26.2016.
The technician did determine that there was a defect in one casing. A replacement part was ordered and will be
delivered to the customer in February. We
are very sorry that there was a delay in the manufacturer shipping the part to
us.
Dealing with Bob's Discount Furniture has been without a doubt the worst customer service experience I have EVER had. I scheduled a delivery for as soon as possible after the date of purchase. To accommodate the delivery time, I had to take a half day from work, then I receive a call mid-morning that the product was damaged and we would need to reschedule delivery. I called to reschedule and I was told that they didn't have any of my information on file and that they would call back in an hour after it was resolved. After 6 hours I didn't hear anything back and I called. I spoke to a man who said he could possibly squeeze me in for the next Saturday delivery. It's now Friday and I just received a call that Saturday won't work. I now have to wait an additional week because I can't take another half day from work, so now my couch is supposed to arrive two weeks after the purchase date - even though the couch and delivery have already been paid for AND the inability to deliver at the first scheduled time was the company's fault and not my own.
The kicker is that when I told the customer service representative that I was dissatisfied with my whole customer service experience and that I would never buy from Bob's again - she said that once the couch is delivered (who knows when that will happen) I MAY be able to get compensation for the delivery fee in the form of a Bob's giftcard. So if I plan on never shopping at Bob's again because of the company's inability to provide even satisfactory customer service - I'm really not getting compensated at all.
This company's customer service is lacking. Not only did they inconvenience me greatly with the scheduling problem, but now they have had a negative impact on me financially. Horrible experience.
size="3">
We are very sorry that there was any concern with our customer’s
delivery and we further apologize for the poor customer care that the customer
alleges to have received at our store level.
We have followed up on the internal coaching concerns this
complaint presented to us and at this time the customer’s order has been fully
canceled from our systems.
Any funds put forth from the purchase were paid directly to ‘Acceptance
Now’ and a refund of these funds falls under the procedures and processing of
the ‘Acceptance Now’ company. Regretfully we have no control over the manner in
which funds return when the payment has not been made directly to our company.
We sincerely apologize to the customer and his fiancé again for
the poor impression they have been left with of our business.
Kindest Regards, Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison
Please pass on our apologies in
regards to any confusion that may have been present during the time of sale.
Our records indicate that the
three stools were purchased along with a protection plan that cost $49.99 and
our customers commonly sign a copy of their sales receipt indicating that they
are in agreement to all charges listed. Is this claimant stating that there wasn’t
an agreement signed for the charges made? Please have them clarify so I can
research the concern further if needed.
Also in reference to the chairs
returning the client has paperwork set up for the return of the chairs already
and our records last indicate that they spoke with us to ask if they were able
to use their returning credit online.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
When I purchase my product from Bob’s back in 2011, I was
clearly told by the salesman that if anything were to happen to my furniture it
could be replaced. I called and spoken
two customer service representatives [redacted], and [redacted]. I was
told that the guff proof protection plan is separate from Bob’s furniture
store. It is not their responsibility and
that if my furniture is neglected the guff proof isn’t meant for that purpose
of neglect ion, neglect??? How dare someone tell me that I neglect my furniture?
I was told handyman would be come out to snitch up the damage part of the
furniture. I explain to both customer services rep that I wanted the furniture
replaced as I was promise when I purchase the furniture. I was again given the
run around and told that the guff proof company would send someone to clean the
stains, but nor were the guff prof company going to replace my furniture. I’m beyond
disgusted with Bob’s I will never in my life purchase any furniture from bob never
again in my life nor would I recommend them to anyone. They recommend this
company and promote the company [redacted] and promise an easy repair and damage
protection plan. Bob is scaming customers like myself and are selling this
product which they are well aware doesn’t work or can’t be used. I’m so disgusted and sad that this company would
go alone with this in fooling and scaming the American customer.
Sincerely,
[redacted]
size="3">
Please pass on our sincerest apologies for the poor overall
experience our customer outlines in their complaint. We are genuinely very
sorry for any frustration we caused during what is intended to be a stress-
free and exciting time of purchase and delivery.
While we understand our customer’s reason for seeking compensation
the customer’s account (cr: [redacted]) does not depict any open or
pending sales orders with our business at this time.
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. When we have successfully delivered the merchandise and our
customer is fully satisfied we are able to provide further options of our
apologies for any instances of inconvenience we may have caused. While unusual,
we can make exceptions in extreme cases and provide a one time offer prior to
delivery of the merchandise but we would still need an active/open sales order
to work off of in order to accomplish this task.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly. The contract is not through
Bob’s, so we would be unable to intervene.
The delivery was successfully
made on March 18, 2016. We have not received
any information that there is any issue with the merchandise. The merchandise came with a one year warranty
against factory defects through Bob’s.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Our records
reflect that our technician’s work was accepted by [redacted] on 11.01.2014 and our
records further reflect that our technician did not verify the cause of the
concern to be that of a factory defect on the table. We do apologize for the
customer’s alleged experience between us and the [redacted] company and we do
feel the protection plan we sell is extremely valuable given the price point it
carries.
As a
business we did take a path of resolving this concern when the customer was denied
by the third party company.
As the Revdex.com is aware, the size of our business is
massive and we would not be continuing to grow so rapidly into new territories
if we operated without honesty and transparency. Word of mouth travels
extremely fast especially in an age of technology and It is a terrible fact I
learned many years ago in my business that a happy customer will typically tell
10 of their family/friends while an unhappy customer will tell 20 of their family/friends.
Add social media into the mix of that and you can place a zero on the end of
both those figures. I do not deny that we, like any business, have unhappy
customers who have experienced failures or headaches while seeking to resolve
their claims. The internet is a place where information even from many years
prior remains currently viewed and judged upon. Many customers whose claims
have been resolved or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback.
In regards to our [redacted] Plans we have a very
high ratio of approved claims through this plan and the company we partner
with. Sadly it is not common that a customer can access a data base made by
other customers of great reviews on their successful claims experiences. I do
apologize that this customer believes to have experienced any confusion during
their time of sale, we do not deceive our customers, support products and plans
we do not find valuable, and we do not force our customer into buying any
product. To categorize our protection plan as poor quality or state that all of
our customers are complaining just doesn't give the nearly 3,000
customers that are receiving a great experience today and in the future, as
well as my nearly 4,000 team members who strive every day to make the
experience a pleasant one, ample credit.
We are genuinely very sorry when our
customers experience failures that result in any amount of unintended
inconvenience and we stand by the quality of our merchandise and the integrity
of our entire organization. Please don’t ignore the fact that the internet
contains a small percentage of complaints which stay on forever. We take great
pride in the reality that on a daily basis we maintain a vastly larger pool of
customers who are completely satisfied with their merchandise and their
experiences with us overall. Our customers, our ability to recognize our
failures and take ownership to make them right have allowed us to become the 15th
largest furniture chain in the U.S. Regretfully given a review of all facts in this
specific scenario we are unable to offer our customer further recourse.
Good
Afternoon...
Revdex.com-
While
I can personally identify with a consumer’s need for an apology outside of
making the concern right, we have worked at a higher level to make those
requests happen. I can certainly
understand how frustrating having to go through this many deliveries must be.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
With
that in mind, we can offer the customer their choice of options.
1)
we can offer the compensation in the form of a Bob’s gift card in
the amount of the delivery fee paid ($130)
2)
we can offer the compensation that was already offered ($80) as a
refund to the method of payment
The
customer can simply reply to this posting or call into customer care to advise
which option they would like.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Morning Revdex.com-
10pt;">I can personally identify with a consumer’s need for an
apology outside of making the concern right.
We are very sorry that the error caused a delay in the customer receiving
the delivery.
We offer any type of apology in the form of a Bobs
Discount Furniture Gift Card because as a business we understand the importance
of earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
We will offer this customer the delivery fee as a Bob’s
Gift Card. If the customer would like to
accept, please do so through the Revdex.com mediation service and I will submit the
paperwork to the Gift Card department to process. It will then be sent to the customer, to the
email address on this complaint, as an ECard.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com,
face="Times New Roman" size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered in October 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
From the time I ordered my furniture to the delivery poeple, I had a very nice experience.
I would recommend Bob's to a friend
Good Afternoon Revdex.com,...
We don't blame our customer for being upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies to our customer. I know and
acknowledge how unpleasant the initial delivery experience must have been for
our customer and while I know this is their Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase.
The customer’s comments regarding the service received by the delivery team
are very important to us. We want customers to love shopping with Bobs, so a
report of a disturbing experience with any delivery team is a serious concern
for us. Our customers deserve only the best service and we have begun
addressing the obvious coaching concerns the customer has brought to our
attention and will take the appropriate actions.
In terms of our Customer Care team seeking to make the delivery failure
right, our records indicate that the customer has been placed on a special
request expedited add on for delivery on 2.07.2015 (this Saturday). We did
explain that we would make a special request for this expedited delivery to the
customer when we last spoke on 2.05.2015. We have made a valid effort as a
business to correct this mistake and apologize again to our customer for the
footboard not arriving to their home as we intended it to.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
We have continued as a business to address this individual’s
concern the moment it is presented to us and work out of our normal guidelines
because we realize the level of dissatisfaction this consumer is emulating as a
result of our failures.
At this time we are looking forward to completely resolving this
customer’s concern on 2.07.2015 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on 2.07.2015. We
will review the account at that time and determine what, if anything, further
we are able to offer.
Kindest
Regards,
[redacted]
[redacted]
[redacted]
Good Afternoon Revdex.com-
We are very sorry for the...
inconvenience. Our service guarantee does state that we
offer parts and service for the first year.
The customer refused this option and we have gone outside of our normal
policy to offer the exchange. If the
customer had chosen delivery, the customer would then have had a professional
assembly and any issues would have been our responsibility. If the customer would like to pay for
delivery service now we can have the team come out and assemble with the new
piece.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize that you found my
first response to be less than satisfactory and I thank you for sending through
these attachments with your response. The flyer you have included is the same
flyer that I sent with my initial communication, please note that underneath
the general overview of what is covered there is this information:
Refer to the current [redacted] Furniture
Protection Plan for complete coverage details.
Bobs Discount Furniture would
have had no knowledge that you did not receive the [redacted] Furniture
Protection Plan as we do not manage or update this protection plan. It is owned
and operated by [redacted]. As you selected to purchase this protection plan
through Bobs Discount Furniture and we stand behind the terms and conditions of
this plan, I have made a reasonable offer in an effort to reach out to you as
our customer. I am not denying that a rip or tear is covered because these
instances are coverable damages when the occurrence is a result of an accident.
An animal ripping, tearing, or puncturing furniture is not the result of an
accident and the fact remains that this type of damage is not covered under the
protection plan you purchased from [redacted]. The other document you have
attached provides information on how to contact [redacted] and does not
represent any type of specific coverage details.
As our current (2014) Goof Proof -Plus
Protection Plan and sales flyer is represented and managed by a completely different
company called ‘Guardian’ it is reasonable to expect that the wording on both
flyers is different. I wish very much that I had the ability to overturn the
denial result of a third –party company, especially when I know personally how
frustrating it is to experience a denial from this protection plan.
I’m so sorry that we don’t have
further recourse to offer you relating to this concern and as a final offer of
courtesy and apology I can request that a Bobs Discount Furniture Gift Card be
sent to you for the amount you paid for this protection plan ($99.99). Please let me know if you would like me to
process this gift card request for you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">
We are sincerely sorry that the
merchandise was found to have damages.
This could have been accepted into the home and then exchanged on the
date offered. This would have ensured
that the customer and family would not be left without merchandise. We do not manufacture the merchandise and we
do not stock parts. We would have sent
to the vendor to have a replacement shipped.
That is a time consuming process.
So the exchange was offered. I
have seen the photos of the pieces that were refused. While the cut in the headrest is large, it
would not have prevented the pieces from being used in the week it would have
taken to exchange the piece. We are very
sorry that the customer made the decision to send back all of the pieces.
The customer would need to reach out
to the store to advise what next step they would like to take. The order is waiting for direction from the customer. We can cancel the order for a refund of what
was paid back to the American Express account or we can reschedule the
delivery. If the customer would like to
reschedule the delivery we would be able to offer a small Bob’s Gift Card for
the failed delivery as a token of our apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
Please pass...
on our apologies for the disappointment our customer has
experienced with this purchase.
As the customer has indicated they
made agreements for purchase thru the [redacted] has paid Bobs Discount Furniture in full for this purchase and the
agreement the customer signed to continually pay the [redacted] Company
back is not a document that we are able to control or make changes to.
Based on the agreement the customer
signed with [redacted] directly our company cannot make the choice to
remove the merchandise from the home and return funds. The customer has been
making payments to [redacted] and not Bobs Discount Furniture therefore
they would need to speak to [redacted] to determine what options they have
for removal/refund on their product.
Our system fully indicates that we
removed the delivery charge associated with the sales order prior to the
customer’s order being completed (I.E- We never charged the customer for
delivery). Our records show this was completed as of 12.23.2015 via our retail
location. It is not normal for us to offer compensation in this form so I am
confident in stating that our retail location acted above policy to initially
meet this individual’s level of disappointment from our failure.
As of 1.30.2016 we processed the
$75.00 Gift Card Offer we made as the customer accepted it and advised us to
send it to their email (on top of the delivery fee waiver) and at this time we
stand behind the compensation we have provided as the most fair and adequate
offers we can make. As a business we have delivered the delayed product thus
rectifying this customer’ original concern – any form of apology outside of
making the concern we caused right is determined solely at the internal
discretion of our business.
We can absolutely address any defect
concern within the merchandise however our records show no report of any
concern with the bed made to us directly. Can you please ask the customer to
elaborate (via the Revdex.com) on what the concern is so that we can determine the
best recourse to offer for the product itself?
Kindest Regards,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I have received the replacement sofa and to my disappointment the couch was a different color than the love seats and the legs a completely different color I need the right color sofa because it looks terrible.
[redacted]
5/23 I spoke with [redacted] in [redacted] store. She advised I needed to contact [redacted] store which I did & spoke with [redacted] who asked me for credit card number twice & she indicated she was having issue processing because her computer was "freezing". Today I called my credit card company & there was no $59.99 credit issued.
I also told [redacted] that the trundle bed set up drawer was not properly installed flush to bed frame & she told me I would need to contact "Customer Care" to get drawer fixed. This is where the series of problems originated. "Customer Care" made 3 failed attempts to install properly! I asked for her assistance with this install issue. Atkinson said a store credit was sent to [redacted] & this did happen. We still have bed improperly installed & need "Customer Care" to make it right and are waiting for a credit to [redacted] in amount of $59.99. Contact us at ###-###-#### for anything additional. Thank you.
Complaint: [redacted]
I am rejecting this response because:The sales man did in fact lie to me at the time of purchase. As I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly did. He stated it covered everything. Not once during our conversation did he mention what it did not cover.
Again, he sold me something, and I got something different. If I got what the sales man sold me, I would have a covered claim. But I do not have a covered claim because the sales man sold me a lie.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
size="3">
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses may carry additional factory guarantees. You
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected item. Merchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
Call
[redacted] at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence.
We
are sincerely sorry that this customer is not completely satisfied with the Luxe
set purchased in 2016. We sent our
technician to the home on 11.26.2016.
The technician did determine that there was a defect in one casing. A replacement part was ordered and will be
delivered to the customer in February. We
are very sorry that there was a delay in the manufacturer shipping the part to
us.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dealing with Bob's Discount Furniture has been without a doubt the worst customer service experience I have EVER had. I scheduled a delivery for as soon as possible after the date of purchase. To accommodate the delivery time, I had to take a half day from work, then I receive a call mid-morning that the product was damaged and we would need to reschedule delivery. I called to reschedule and I was told that they didn't have any of my information on file and that they would call back in an hour after it was resolved. After 6 hours I didn't hear anything back and I called. I spoke to a man who said he could possibly squeeze me in for the next Saturday delivery. It's now Friday and I just received a call that Saturday won't work. I now have to wait an additional week because I can't take another half day from work, so now my couch is supposed to arrive two weeks after the purchase date - even though the couch and delivery have already been paid for AND the inability to deliver at the first scheduled time was the company's fault and not my own.
The kicker is that when I told the customer service representative that I was dissatisfied with my whole customer service experience and that I would never buy from Bob's again - she said that once the couch is delivered (who knows when that will happen) I MAY be able to get compensation for the delivery fee in the form of a Bob's giftcard. So if I plan on never shopping at Bob's again because of the company's inability to provide even satisfactory customer service - I'm really not getting compensated at all.
This company's customer service is lacking. Not only did they inconvenience me greatly with the scheduling problem, but now they have had a negative impact on me financially. Horrible experience.
Good Afternoon Revdex.com,
size="3">
We are very sorry that there was any concern with our customer’s
delivery and we further apologize for the poor customer care that the customer
alleges to have received at our store level.
We have followed up on the internal coaching concerns this
complaint presented to us and at this time the customer’s order has been fully
canceled from our systems.
Any funds put forth from the purchase were paid directly to ‘Acceptance
Now’ and a refund of these funds falls under the procedures and processing of
the ‘Acceptance Now’ company. Regretfully we have no control over the manner in
which funds return when the payment has not been made directly to our company.
We sincerely apologize to the customer and his fiancé again for
the poor impression they have been left with of our business.
Kindest Regards, Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison
Good Afternoon Revdex.com,...
Please pass on our apologies in
regards to any confusion that may have been present during the time of sale.
Our records indicate that the
three stools were purchased along with a protection plan that cost $49.99 and
our customers commonly sign a copy of their sales receipt indicating that they
are in agreement to all charges listed. Is this claimant stating that there wasn’t
an agreement signed for the charges made? Please have them clarify so I can
research the concern further if needed.
Also in reference to the chairs
returning the client has paperwork set up for the return of the chairs already
and our records last indicate that they spoke with us to ask if they were able
to use their returning credit online.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
When I purchase my product from Bob’s back in 2011, I was
clearly told by the salesman that if anything were to happen to my furniture it
could be replaced. I called and spoken
two customer service representatives [redacted], and [redacted]. I was
told that the guff proof protection plan is separate from Bob’s furniture
store. It is not their responsibility and
that if my furniture is neglected the guff proof isn’t meant for that purpose
of neglect ion, neglect??? How dare someone tell me that I neglect my furniture?
I was told handyman would be come out to snitch up the damage part of the
furniture. I explain to both customer services rep that I wanted the furniture
replaced as I was promise when I purchase the furniture. I was again given the
run around and told that the guff proof company would send someone to clean the
stains, but nor were the guff prof company going to replace my furniture. I’m beyond
disgusted with Bob’s I will never in my life purchase any furniture from bob never
again in my life nor would I recommend them to anyone. They recommend this
company and promote the company [redacted] and promise an easy repair and damage
protection plan. Bob is scaming customers like myself and are selling this
product which they are well aware doesn’t work or can’t be used. I’m so disgusted and sad that this company would
go alone with this in fooling and scaming the American customer.
Sincerely,
[redacted]
Good Morning Revdex.com,
r: [redacted]) does not depict any open or
size="3">
Please pass on our sincerest apologies for the poor overall
experience our customer outlines in their complaint. We are genuinely very
sorry for any frustration we caused during what is intended to be a stress-
free and exciting time of purchase and delivery.
While we understand our customer’s reason for seeking compensation
the customer’s account (c
pending sales orders with our business at this time.
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. When we have successfully delivered the merchandise and our
customer is fully satisfied we are able to provide further options of our
apologies for any instances of inconvenience we may have caused. While unusual,
we can make exceptions in extreme cases and provide a one time offer prior to
delivery of the merchandise but we would still need an active/open sales order
to work off of in order to accomplish this task.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly. The contract is not through
Bob’s, so we would be unable to intervene.
The delivery was successfully
made on March 18, 2016. We have not received
any information that there is any issue with the merchandise. The merchandise came with a one year warranty
against factory defects through Bob’s.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison