Good Afternoon, We spoke with [redacted] yesterday and agreed to refund 1/the delivery fee as well as exchange the nightstand This issue has been succesfully addressed and resolved Sincerely, [redacted] ***
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customer and her sonWe 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 Should the customer wish to cancel the protection plan purchased and receive a refund on the monies put forth for this that is certainly possible however we obviously advise against it since this plan will cover the merchandise for a period of five full years against any manufacturing defectsWe understand the customer’s frustration and strongly suggest she reconsider this demand as any business is unable to offer this type of protection at no cost to their customerWe also partner with Guardian (another A+ company with Revdex.com) to offer this protection (they manage the one time accidental coverage on plan) so there is a cost associated to Guardian as well in order for the plan to remain active Bob’s prides itself on providing quality service and the best value product for the priceOur 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 daily operations that have helped us grow to be one of the largest furniture retailers in the U.SWe 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 As we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile it is not 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 compensation guidelines and policies I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -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 ($129.99) 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
Complaint: [redacted] I am rejecting this response because: Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way Its very incovenience to have to take days off of work each time they are out for a service call Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry that this customer is suffering discomfort from medical concerns We are not able to offer any recourse however The tech reported to us that the foundation and mattress are in poor condition The damages and issues he found are not because of any manufacturing defects He found that the pieces are torn, stained and not receiving proper support It is possible that the pieces were damaged when they were moved from [redacted] It is a customer’s responsibility to provide proper support under a foundation, if proper support is not in place, the foundations will cave, tear and the support beams may crack under the stress We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries Our direct records show no indication of conversation with this customer since when the product was deliveredAs the customer is reporting a frame concern, we are more than happy to help our customer under the manufacturer’s warranty associated with these frames We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further directly should they actually provide us with the opportunity to do so At this time we have created a service order (to send a technician to the home) under the address that was used to make this Revdex.com complaintPlease ask the customer to contact us directly (###-###-####) so that we can discuss the available service dates we have in the near futureFor reference the service order number associated with this request is [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for any confusion that may have been present after her phone call with usWe feel terrible that our customer felt they could keep a defective item and we have reviewed the recorded call that took place on between our customer and the customer care agent she has cited in her complaint (***) to ensure that our customer was properly educated during this call We have listened to the complete call, and nowhere in this call was our customer told she could keep the merchandise She was even given the “return” number and at one point in the call [redacted] told the customer that we would pick up the old merchandise when we delivered the new merchandiseThere were various options for resolution offered within this call so we do acknowledge some responsibility for the customer’s confusion and have already processed a $Bobs Discount Furniture Gift Card as a form of apology for a missed ‘call-ahead’ request during the delivery process and the concern our customer has filed this complaint forI would also like to apologize for the incorrect information our customer was provided at the time of her new saleThe record and comment section of this return order has always reflected “new sale do not charge delivery fee” and I will certainly be following up with our retail location in [redacted] so we may correct any training failures we have for locating these type of comments as a sales professional I apologize again that our customer was left with any question as to how her upcoming delivery would flow and assure you that the record does not reflect our customer being told she could keep the defective console Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team has caused and may continue to cause to her and her family We understand that one of the team members fell down the customer’s stairs 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 Ashley’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 directlyPer 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 The piece that was refused due to damages, the [redacted] , will not be billed by [redacted] as they only bill what has been delivered and accepted into the home by the customer I do see that on a previous delivery in December of this customer reported damages to pieces delivered into the home and was given concession to keep in the form of a gift card We have followed that same standard procedure for this delivery This customer spoke to a customer care lead on 2/26/and was offered a concession to keep after a photo review The customer accepted this offer and a gift card in the amount of $is being processed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the missed delivery and missing product delivery (from delivery on 10.9.2015) continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels their concerns were met with such a lack of careWe truly appreciate our customer escalating their concern of poor service to the Revdex.com so that we may address the coaching concerns we clearly have within our organization Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe absolutely acknowledge our failures as a business and the concerns these failures have further caused our customers to experience; we are more than willing to provide options for compensation to our customer after we honor our original promise of getting them the merchandise they selected Normally we provide our customers with any apology compensation in the form of a Bobs Discount Furniture Gift Card however due to the level of failures we are taking ownership for we are prepared to discuss working beyond this policy in an effort to satisfy our customers and hopefully earn their trust back in our business At this time we are looking forward to completely resolving our customer’s concerns on and they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on to confirm the compensation offer(s) we have available Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am sorry that you have been waiting so long for your credit to completely upload As [redacted] is a third party company Bobs Discount Furniture is not permitted to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into your customer account records Regretfully our records indicate that the ‘ [redacted] ’ you need replacement on is currently on back order from our vendor until Our Delivery Calendar only populates thirty days out from the present date so we can start discussing future delivery dates with you on or around Please call us at our Customer Care Office closer to the end of this month – start of October to discuss the available future delivery dates we can make this exchange for you We will most certainly be in touch with you should the item arrive to us sooner than expected to discuss earlier deliver dates For your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for this concern to be resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in May and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise One of Bob’s technicians went to the home on June 28, and reported back to us that the damage was not manufacturing in nature He was able to add more fill and close the hole for the customer He did this as a courtesy Our side of the warranty is related to manufacturing defects only If this customer has a damage resulting from a single accident they can submit a claim to [redacted] The photos taken by the tech correlate with the tech’s report This does not appear to be a manufacturing defect Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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 From: [redacted] Sent: Friday, April 25, 5:PM To: [redacted] Subject: RESOLUTION OF A COMPLAINT I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE THEY REPLACED THE WHOLE SET THANKS AGAIN [redacted] Sent from Windows Mail
Good Morning Revdex.com, Please pass on my sincerest apologies for the overall poor experience our customer has endured while seeking to get only what was guaranteed at the time of saleWe certainly do not intend to cause our customers more grief while rectifying failures we have initially caused and we are truly sorry for the aggravation we have caused *** and his wife to feel Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the paperwork to refund the delivery fee *** was charged and left instructions (below) for *** on how to contact our store to have this fully processed back to his original method of paymentWe do not keep full credit card numbers on file for security reasons; please ask that *** follow the instructions below at his earliest convenience o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing We apologize again that so much of [redacted] valuable time has been spent on these concerns and thank *** for his feedback so that we can appropriately rectify the coaching concerns we have
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 familyWe assure [redacted] that her 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] 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 directlyPer 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] behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possibleI was able to see they had a glass company there very quickly to set in a temporary window and the delivery company will be working with the apartment owner for a permanent resolution They will be reaching out to the customer for the damage to her personal property 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 [redacted] Delivery ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, *** [redacted]
Complaint: [redacted] I am rejecting this response because: I will accept the terms of compensation for the $delivery fee once that is specified explicitly in writing The information offered in the company's response was too vague: "We agree to this customer’s request for compensation This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $delivery charge Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Bobs has issued me a refund Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us We can understand how frustrating it is to have the team running late and to not be able to get an answer as to why Our records indicate the team did arrive at 11:am and so were under an hour lateWe are sorry that the customer did not feel the $gift card that was offered was adequate That amount is above what we would normally offer for a team being less then an hour later then estimated timeframe Due to the delay in having this issues rectified, we will offer that amount, $as a refund to the [redacted] account If this customer would like to accept this offer, please reply through the Revdex.com mediation service that this is accepted and we will process this refund and email the customer a copy of the refund Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- face="Calibri">Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We certainly apologize for the experience this customer has had trying to get the mattress repaired Unfortunately pet damage is not a manufacturing defectWe do not cover damage done from pets on any furniture This is something that as a company we would not be able to assist withThere is no [redacted] sold on mattresses please see attached sales order showing that the customer did not pay for [redacted] on the mattress, as this is something we have never offered as an option There was [redacted] sold on the Louie Bedroom set This is also not covered for any nail or teeth damage from petsPlease see attached flyer given out at time of sale Our failing has been in scheduling techs to go to the home on three occasions, for that error I am sorry We should not have wasted the customer’s time For that reason I am submitting to have a $ECard sent to this customer as an apology for our error The agents that scheduled this in error will receive coaching We are unable to cover occurrences of animal damage and we are sorry if the customer remains dissatisfied Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, [redacted] We are sincerely for the multiple issues you have had to endure with this bed purchase I absolutely feel that we as a company have failed you The bed shouldn’t have been delivered with the broken light fixture, but that may have happen being jostled around in the truck The first agent that set up the service, should have either exchanged the headboard or ordered the part, not scheduled a service, wasting your time The only part of the complaint you made that I don’t agree with is the comments that you believe the bed was used That part is not possible It may have been a very poor choice of words from the tech, or maybe a language barrier where the tech did not properly explain himself, but we do not sell used beds I think he may have meant to state he has serviced this model of bed before, not that exact piece I was not there, I do not know how the conversation went, but I do know that we do not sell merchandise returned from a customer’s home I will grant the request for the refund back to [redacted] ***, because I believe it is the correct thing to do to make this right for these customers I have already processed the paperwork and the customer just needs to call in to schedule the pickup Please see attached a copy of what will be refunded to [redacted] once we have completed the pickup Please noted Wells Fargo may take billing cycles to post credits to a customers account Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Afternoon, We spoke with [redacted] yesterday and agreed to refund 1/the delivery fee as well as exchange the nightstand This issue has been succesfully addressed and resolved Sincerely, [redacted] ***
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customer and her sonWe 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 Should the customer wish to cancel the protection plan purchased and receive a refund on the monies put forth for this that is certainly possible however we obviously advise against it since this plan will cover the merchandise for a period of five full years against any manufacturing defectsWe understand the customer’s frustration and strongly suggest she reconsider this demand as any business is unable to offer this type of protection at no cost to their customerWe also partner with Guardian (another A+ company with Revdex.com) to offer this protection (they manage the one time accidental coverage on plan) so there is a cost associated to Guardian as well in order for the plan to remain active Bob’s prides itself on providing quality service and the best value product for the priceOur 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 daily operations that have helped us grow to be one of the largest furniture retailers in the U.SWe 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 As we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile it is not 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 compensation guidelines and policies I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -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 ($129.99) 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
Complaint: [redacted] I am rejecting this response because: Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way Its very incovenience to have to take days off of work each time they are out for a service call Sincerely, [redacted]
Good Afternoon Revdex.com- We are very sorry that this customer is suffering discomfort from medical concerns We are not able to offer any recourse however The tech reported to us that the foundation and mattress are in poor condition The damages and issues he found are not because of any manufacturing defects He found that the pieces are torn, stained and not receiving proper support It is possible that the pieces were damaged when they were moved from [redacted] It is a customer’s responsibility to provide proper support under a foundation, if proper support is not in place, the foundations will cave, tear and the support beams may crack under the stress We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries Our direct records show no indication of conversation with this customer since when the product was deliveredAs the customer is reporting a frame concern, we are more than happy to help our customer under the manufacturer’s warranty associated with these frames We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further directly should they actually provide us with the opportunity to do so At this time we have created a service order (to send a technician to the home) under the address that was used to make this Revdex.com complaintPlease ask the customer to contact us directly (###-###-####) so that we can discuss the available service dates we have in the near futureFor reference the service order number associated with this request is [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on my apologies to our customer for any confusion that may have been present after her phone call with usWe feel terrible that our customer felt they could keep a defective item and we have reviewed the recorded call that took place on between our customer and the customer care agent she has cited in her complaint (***) to ensure that our customer was properly educated during this call We have listened to the complete call, and nowhere in this call was our customer told she could keep the merchandise She was even given the “return” number and at one point in the call [redacted] told the customer that we would pick up the old merchandise when we delivered the new merchandiseThere were various options for resolution offered within this call so we do acknowledge some responsibility for the customer’s confusion and have already processed a $Bobs Discount Furniture Gift Card as a form of apology for a missed ‘call-ahead’ request during the delivery process and the concern our customer has filed this complaint forI would also like to apologize for the incorrect information our customer was provided at the time of her new saleThe record and comment section of this return order has always reflected “new sale do not charge delivery fee” and I will certainly be following up with our retail location in [redacted] so we may correct any training failures we have for locating these type of comments as a sales professional I apologize again that our customer was left with any question as to how her upcoming delivery would flow and assure you that the record does not reflect our customer being told she could keep the defective console Kind regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our apologies to [redacted] for the inconvenience the delivery team has caused and may continue to cause to her and her family We understand that one of the team members fell down the customer’s stairs 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 Ashley’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 directlyPer 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 The piece that was refused due to damages, the [redacted] , will not be billed by [redacted] as they only bill what has been delivered and accepted into the home by the customer I do see that on a previous delivery in December of this customer reported damages to pieces delivered into the home and was given concession to keep in the form of a gift card We have followed that same standard procedure for this delivery This customer spoke to a customer care lead on 2/26/and was offered a concession to keep after a photo review The customer accepted this offer and a gift card in the amount of $is being processed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the missed delivery and missing product delivery (from delivery on 10.9.2015) continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels their concerns were met with such a lack of careWe truly appreciate our customer escalating their concern of poor service to the Revdex.com so that we may address the coaching concerns we clearly have within our organization Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWe absolutely acknowledge our failures as a business and the concerns these failures have further caused our customers to experience; we are more than willing to provide options for compensation to our customer after we honor our original promise of getting them the merchandise they selected Normally we provide our customers with any apology compensation in the form of a Bobs Discount Furniture Gift Card however due to the level of failures we are taking ownership for we are prepared to discuss working beyond this policy in an effort to satisfy our customers and hopefully earn their trust back in our business At this time we are looking forward to completely resolving our customer’s concerns on and they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on to confirm the compensation offer(s) we have available Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning [redacted] , I am sorry that you have been waiting so long for your credit to completely upload As [redacted] is a third party company Bobs Discount Furniture is not permitted to enter accounting documents on their behalfI was able to get in touch with [redacted] today (9.16.2014) and get your replacement credit fully processed into your customer account records Regretfully our records indicate that the ‘ [redacted] ’ you need replacement on is currently on back order from our vendor until Our Delivery Calendar only populates thirty days out from the present date so we can start discussing future delivery dates with you on or around Please call us at our Customer Care Office closer to the end of this month – start of October to discuss the available future delivery dates we can make this exchange for you We will most certainly be in touch with you should the item arrive to us sooner than expected to discuss earlier deliver dates For your knowledge the sales order number associated with your replacement is: [redacted] and I apologize again for the extended wait time you have had to ensure for this concern to be resolved Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was made in May and at that time the customer purchased the option of [redacted] This warranty has two aspects Through Bob’s this customer is covered for a period of five years for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through misuse or abuse of the merchandise One of Bob’s technicians went to the home on June 28, and reported back to us that the damage was not manufacturing in nature He was able to add more fill and close the hole for the customer He did this as a courtesy Our side of the warranty is related to manufacturing defects only If this customer has a damage resulting from a single accident they can submit a claim to [redacted] The photos taken by the tech correlate with the tech’s report This does not appear to be a manufacturing defect Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
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 From: [redacted] Sent: Friday, April 25, 5:PM To: [redacted] Subject: RESOLUTION OF A COMPLAINT I WOULD LIKE TO THANK YOU FOR HELPING WITH MY COMPLAINT WITH BOB’S FURNITURE THEY REPLACED THE WHOLE SET THANKS AGAIN [redacted] Sent from Windows Mail
Good Morning Revdex.com, Please pass on my sincerest apologies for the overall poor experience our customer has endured while seeking to get only what was guaranteed at the time of saleWe certainly do not intend to cause our customers more grief while rectifying failures we have initially caused and we are truly sorry for the aggravation we have caused *** and his wife to feel Our records indicate that as of [redacted] merchandise has been delivered in satisfactory conditionI have processed the paperwork to refund the delivery fee *** was charged and left instructions (below) for *** on how to contact our store to have this fully processed back to his original method of paymentWe do not keep full credit card numbers on file for security reasons; please ask that *** follow the instructions below at his earliest convenience o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing We apologize again that so much of [redacted] valuable time has been spent on these concerns and thank *** for his feedback so that we can appropriately rectify the coaching concerns we have
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 familyWe assure [redacted] that her 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] 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 directlyPer 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] behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possibleI was able to see they had a glass company there very quickly to set in a temporary window and the delivery company will be working with the apartment owner for a permanent resolution They will be reaching out to the customer for the damage to her personal property 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 [redacted] Delivery ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Thank you so much! I can't wait for my son to finally sleep on a bed Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, *** [redacted]
Complaint: [redacted] I am rejecting this response because: I will accept the terms of compensation for the $delivery fee once that is specified explicitly in writing The information offered in the company's response was too vague: "We agree to this customer’s request for compensation This is the only compensation we will be able to offer on this order..." Please explicitly state that the compensation that I am receiving is a full refund of my $delivery charge Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Bobs has issued me a refund Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us We can understand how frustrating it is to have the team running late and to not be able to get an answer as to why Our records indicate the team did arrive at 11:am and so were under an hour lateWe are sorry that the customer did not feel the $gift card that was offered was adequate That amount is above what we would normally offer for a team being less then an hour later then estimated timeframe Due to the delay in having this issues rectified, we will offer that amount, $as a refund to the [redacted] account If this customer would like to accept this offer, please reply through the Revdex.com mediation service that this is accepted and we will process this refund and email the customer a copy of the refund Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com- face="Calibri">Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Good Afternoon Revdex.com- face="Times New Roman" size="3"> We certainly apologize for the experience this customer has had trying to get the mattress repaired Unfortunately pet damage is not a manufacturing defectWe do not cover damage done from pets on any furniture This is something that as a company we would not be able to assist withThere is no [redacted] sold on mattresses please see attached sales order showing that the customer did not pay for [redacted] on the mattress, as this is something we have never offered as an option There was [redacted] sold on the Louie Bedroom set This is also not covered for any nail or teeth damage from petsPlease see attached flyer given out at time of sale Our failing has been in scheduling techs to go to the home on three occasions, for that error I am sorry We should not have wasted the customer’s time For that reason I am submitting to have a $ECard sent to this customer as an apology for our error The agents that scheduled this in error will receive coaching We are unable to cover occurrences of animal damage and we are sorry if the customer remains dissatisfied Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, [redacted] We are sincerely for the multiple issues you have had to endure with this bed purchase I absolutely feel that we as a company have failed you The bed shouldn’t have been delivered with the broken light fixture, but that may have happen being jostled around in the truck The first agent that set up the service, should have either exchanged the headboard or ordered the part, not scheduled a service, wasting your time The only part of the complaint you made that I don’t agree with is the comments that you believe the bed was used That part is not possible It may have been a very poor choice of words from the tech, or maybe a language barrier where the tech did not properly explain himself, but we do not sell used beds I think he may have meant to state he has serviced this model of bed before, not that exact piece I was not there, I do not know how the conversation went, but I do know that we do not sell merchandise returned from a customer’s home I will grant the request for the refund back to [redacted] ***, because I believe it is the correct thing to do to make this right for these customers I have already processed the paperwork and the customer just needs to call in to schedule the pickup Please see attached a copy of what will be refunded to [redacted] once we have completed the pickup Please noted Wells Fargo may take billing cycles to post credits to a customers account Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture