Good Evening ***, size="3"> I’m sorry that you weren’t able to speak with me when I called you this evening I have reviewed your concern and your claim for the Queen Sized Bob O Pedic Mattress and I further apologize that your concern was not addressed in an appropriate mannerWe have made the proper arrangements to address the internal training concern that you have brought to our attention and thank you for taking the time to escalate your concern I have entered in a credit amount for your mattress based on the price you paid via your original sales orderCurrently this is listed under credit number [redacted] in the amount of You may visit any of our showroom locations and use this credit toward the purchase of a new queen sized mattress of your choiceOn the new date of delivery, you schedule with your new sales person, we will remove the current mattress you have and deliver your new selection If you have any questions or concerns regarding this transaction or my response please feel welcome to call me at ###-###-#### Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bobs has offered nothing! [redacted] [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $gift card, called me and sincerely apologizedFrom bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaintNothing has been offered because there is a lack Of empathy for this situationYou have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensiveI should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays It's absurdThe whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off scheduleYou should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints Sincerely, [redacted]
Good Afternoon Revdex.com, We apologize that the customer still remains so unsatisfied We stand behind our already provided written and verbal responses to this concern Sincerely, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe can absolutely understand their frustration with this The depot has sent this to the insurance company for payment The customer should be receiving the payment soon, if it has not already been received Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbishedThere is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspringIf it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look newIf it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or anotherI am not satisfied with the service or the product Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> We are very sorry that the customer did not feel that this dining room set was the correct fit for them It is stated in our policy, which is listed on the web, and on every customer sales order that refunds are available up to the customer taking possession of the merchandise We do not offer refunds after pickup or delivery has taken place I have attached a screen shot of our policy directly from the MyBobs.com web site This policy if just above the area the customer quoted The quote the customer listed is how the refund would be processed, if the customer canceled the order before taking possession We are sorry if this caused the customer any confusion We would not be able to extend an offer for refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: When I called [redacted] they were pretty rude I told them I was out and when I came home the tear was there I was not home to witness it An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife I was sold this warranty by your store because I had dogs The information on your warranty says accident It does not way they consider to be an accidentYour tech said it was not wear and tear so it was an accident So I confused by the definition when I called [redacted] is not very friendly and intimidates you when you call I sent pictures so I you can fix it that is fine I just want the warranty that was sold to meAnd I am so tired of your store saying sorry we cannot help youYears ago when I had a scratch on my table your company told me that my son intentionally scratched it How does your company come up with that? And to accuse someone's child like that, I don't get it I feel like your company says anything not to honor a warranty that is sold to a customer Sincerely, [redacted]
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phonewhen tracking online it shows it has been delivered and now 1/hr after the so-called delivery and minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!)i want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 We currently have a delivery scheduled for the [redacted] on to resolve this concern While it is not procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on 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 We will review the account and our failures at that time and determine what we are able to offer [redacted] We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Good Morning Revdex.com, size="3"> Please pass on our apologies to our customer for the unexpected delay in the product’s shipping time and the refund processes a payment by check follows within our expressed policies Our system indicates that this order was placed via phone so we have already begun following up on the information this consumer cites to have been communicated by the sales professionalOur inventory system will not allow for merchandise to be held on any sales order that is not paid in fullAs our sales invoice discloses, merchandise can be canceled at any point in time prior to the customer taking possession for a full refund therefore there must be a arrangement in place that keeps purchasing and reserving fair for all consumers alike It is highly unlikely that our sales professional intentionally failed our customer and by all accounts we do believe that the appropriate information on stock availability was communicated during the initial conversation we held with our customer Stock depletes for many reasons unexpectedly including the receipt of a faulty shipment from the vendor or a delay in the transit of the overseas shipping containerWe remain just as disappointed as our customer that we were unable to provide the merchandise at the exact time expected As our records indicate that this order was placed by telephone, I cannot be certain how the customer located the merchandise they selectedI mention this because the processing time on the check refund falls in line with the expressed policies via the sales invoiceThe sales invoice is normally provided to our customer at the time of sale within our store, however we also disclose this process via our website for customers who are shopping or browsing products onlineI have included the link below and apologize again to our customer for the wait time on the refund check as well as the disappointment in merchandise availability [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsThis flyer as well as the customer’s sales invoice (which is signed by the purchaser) also discloses that Bobs Discount Furniture offers coverage for factory defects only and any occurrence of accidental damage must be reported thru the Guardian company This claim was denied for several reasons stated within the Terms and Conditions of the protection plan and every consumer must adhere to the terms and condition in order to keep the plan fair for all consumers alikeWe do stand behind the reasoning for the claim being denied and have included a copy of the terms and conditions page (as well as the information –below) for your review The customer told Guardian that there was “scent oil” spilled on the table – as indicated on the contract (and the sales flyer we provided), scent oil is not listed as a coverable item to begin with Page 1- Right side facing: PRODUCT SPECIFIC COVERAGE: WOOD AND HARD SURFACE: a) Standard – Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass) b) Wood Plus – Checking, cracking, bubbling, or peeling of finish from a single incident c) Wood Plus – Any chip or scratch of glass or mirrors and loss of silvering on mirrors (with the exception of crowned or curved glass) Page –Right side facing: STEPS TO MAKE A CLAIM: 2) Report all covered claims to Guardian at [redacted] within days of the accidental staining or damage occurrence and Guardian Customer Service Representatives will be ready to guide you through the service process Regretfully Bobs Discount Furniture has no control over the choices or resolutions offered by the Guardian company directly and the portion of the plan they manageWe apologize that we have no direct recourse to offer this customer relating to this specific concern Should the customer feel they need to pursue the denial result further they may do so with Guardian directlyI have included the address for Guardian’s Revdex.com claims below for the customer’s reference: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe have submitted a complaint on the first team and we apologize for their unprofessional behavior I see that this customer has already spoken with the store manager and it appears the customer will be working closely with him to rectify the situation and reach a satisfactory outcomeThe delivery has been completed and compensation has been offered, accepted and completed We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered in April and June and at that time the customer purchased the option of [redacted] *** I have attached the flyer the customer was given at time of purchase for review This delivery came with a one year manufacturing warranty through Bob’s We did extend an exchange to the customer, within warranty period, for damages that were reported to us, of a manufacturing nature This warranty period ended in June The protection plan for accidental damages 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 The customer reported to [redacted] in March of that the chair damage was not accidental; it was because of wear This would not be covered by [redacted] This was explained to this customer by our customer care lead Jared He offered at that time to allow the customer to purchase parts at half price The customer refused He explained to her at that time, she is out of warranty through Bob’s and [redacted] only covers her for accidental damages We would not be able to offer any other recourse Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We have been in contact with this customer through other channels We have addressed her concerns and have set up the exchanges of damaged merchandiseThank you for bringing this to our attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: the photo the technician submitted does not show the factsI do have a [redacted] Box Spring with its original plastic the technician was in a hurry when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture The picture the technician summited shows my box spring plastic cover hanging from the bottom in between the wood frame Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also show when I pull the plastic up from its hanging point ((( -- see attachment photos with details.--)) total photosPlease keep me posted on this matter thank youSincerely, [redacted]
Good Morning Revdex.com, size="3"> Our records indicate the following: Customer purchased the Goof Proof Protection Plan at time of sale This Plan offered coverage against a variety of accidental in home damages and is managed by Guardian Protection Products Sofa sectional was delivered on Sofa sectional was serviced by us on – We added foam stuffing to the seats and the service technician deemed that there was no defect present and that the seats were loosing resiliency as a result of wear and tearThe service of adding foam was done as a courtesy and we confirmed directly with the customer that she was completely satisfied with the job At this time the set had been in use for nearly one year so a loss of resiliency is expected by the furniture industry as a whole Customer was upgraded (at absolutely no financial charge) to our Goof Proof Plus Plan on The Plus in the plan allows the customer coverage for factory defects for five years from the original date of delivery Our Service technician was dispatched to service what was reported as a possible frame concernWe arrived to the home on and no one was home to accept this service therefore we had to move technician onto to other stops We didn’t hear from the customer again until and nearly one year later on we arrived to the home for the latest service Our technician’s report from indicates there are no manufacturing defects present on this merchandise and after just about three years of continued use in the home the sectional is experiencing concerns as a result of wear and tear combined with occurrences from its environmentThese instances are not covered under the customer’s warranty protection One of our team leads (the level we consider to be of managerial capabilities) spoke with this customer yesterday (4.06.2015) and did advise that should the customer wish to initiate a formal dispute from the technician’s findings we required that pictures be sent to usWe do stand behind the integrity of all our technicians and the qualifications they receive from the manufacturers of the product directly I was able to locate the pictures that the customer sent thru to us however these pictures show no full representation of the set that would allow us to properly investigate a disputeIn example the technician’s report indicates that the armless sofa has a broken frame on the left side facing however the customer’s photos have no evidence of this frame breakageThe sectional pictured in the many photos sent thru does not look to be experiencing a defect, in some photos the customers seem to be sitting on certain portions of the set which I assume is to show that when sat on the merchandise looses resiliency which again should be anticipated on any seat, especially after being in the home for three yearsI cannot locate any specific areas of “staining” or “hair” via the photos however this is a very dark brown set so I’m not certain that these two elements would necessarily appear clearly via photos Per the customer’s original sales invoice the sectional was bought at a purchasing price of $ As this consumer seems convinced that their sectional has manufacturing concerns we will offer to provide them with a one time courtesy offer of store credit in an effort to appease their demands for resolution Should the customer wish to accept this offer they are able to contact us back via this Revdex.com channel or call our Customer Care Offices at 1800-569-(Mon – Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p) Courtesy Offer for Resolution: If the customer would like to reselect to a different set, that may fit their furniture needs better we can offer to provide a credit (store credit) to their account for 70% of the original cost paid for the sectionalIn the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseIt also remains our finding that this merchandise is not experiencing any concerns as the result of defective workmanshipWe will expect to remove the current sectional from the home on the same date we deliver the newly selected itemsAs an additional courtesy we will also include the monies paid towards the original Goof Proof Plan in this store credit offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I’m so sorry to learn of your disappointment and the poor service you cite to have received from our Customer Care Offices Please correct me if I am wrong or not grasping the full extent of your complaint: Your account indicates that your concern has been fully addressed as of Service order number: [redacted] displays that we placed an order for one (1) ‘seat casing and core’ with the overseas manufacturer of your product Please know that we sincerely wish to make our customer’s concerns right while balancing the needs of our business At this time the part is on order for the “ cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me backcan you pull the calls on the call backs ? that I was supposed to getyou pulled ONE call and not the other maybe or that I called back oncan you pull the call on what the service guys told me when I spoke to them at my house Sincerely, [redacted]
From: [redacted] Sent: Wednesday, September 09, 8:AMTo: [redacted] Subject: Revdex.com Complaint # [redacted] Revdex.com: Please include all information from our responses as well as the customer’s pictures for recording/historical purposes into the claim number [redacted] Good Morning ***, While I certainly appreciate you reaching out to me directly and thank you kindly for sending the photos, it is most appropriate to use the mediation channel you felt motivated to procure thru the Revdex.comIt is important for all customers and all businesses alike that both parties are properly represented as responses are made public for all consumers to reviewPlease feel welcome to use whatever communication channel you are most comfortable with – my direct responses will remain addressed to the mediator in this scenario (Revdex.com) [redacted] Good Morning Revdex.com, The customer’s one year guarantee period directly thru Bobs (this would be listed on the sales invoice sheet) has long been expiredThe expiration of the factory defect guarantee occurred on 12.27.2013, nearly over two years ago, and our records show no report of concern for any defect since March of Like many other protection plans sold on automobiles, electronics, and appliances there are going to be exclusions to coverage to keep the plan fair for all customers alike As a business completely separate from the protection plan the customer selected to purchase we do care very much about making an effort to satisfy our customers in a fair and adequate manner As an extreme courtesy we are willing to offer this customer a one time option for reselection (store credit to pick a different set) at a prorated percentagePlease see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed Option for resolution: We will provide the customer with 75% store credit based on the price paid to us for the sectional sofa ($645.00) This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional apology we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Evening ***, size="3"> I’m sorry that you weren’t able to speak with me when I called you this evening I have reviewed your concern and your claim for the Queen Sized Bob O Pedic Mattress and I further apologize that your concern was not addressed in an appropriate mannerWe have made the proper arrangements to address the internal training concern that you have brought to our attention and thank you for taking the time to escalate your concern I have entered in a credit amount for your mattress based on the price you paid via your original sales orderCurrently this is listed under credit number [redacted] in the amount of You may visit any of our showroom locations and use this credit toward the purchase of a new queen sized mattress of your choiceOn the new date of delivery, you schedule with your new sales person, we will remove the current mattress you have and deliver your new selection If you have any questions or concerns regarding this transaction or my response please feel welcome to call me at ###-###-#### Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: Bobs has offered nothing! [redacted] [redacted] had a problem with delivering on time and they waived the delivery fee, sent me a $gift card, called me and sincerely apologizedFrom bobs I received phone calls from people at their north [redacted] location that had no idea what they were doing and snide emails through this complaintNothing has been offered because there is a lack Of empathy for this situationYou have not gone above and beyond for us at all and again are insinuating that I am the problem which I find to be very offensiveI should not have paid for delivery as the date guaranteed to me was not met, you should have been more accommodating and not told me you only deliver to my area on Tuesdays and Thursdays...an exception should have been made and when my furniture did arrive the week it was supposed to you guys should have stopped a nothing to have it delivered to me by my guaranteed date instead of makings us wait because you only deliver here on Tuesdays and Thursdays It's absurdThe whole complaint was about a guaranteed delivery time and then the couches arrived by that time, but I still had to wait because you wouldn't deliver them on an off scheduleYou should have been more accommodating as you see how much stress this has caused me! You also should have sincerely apologized to me and contacted me to see how to resolve this issue instead of wasting time back and forth through these complaints Sincerely, [redacted]
Good Afternoon Revdex.com, We apologize that the customer still remains so unsatisfied We stand behind our already provided written and verbal responses to this concern Sincerely, [redacted] Bobs Discount Furniture [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe can absolutely understand their frustration with this The depot has sent this to the insurance company for payment The customer should be receiving the payment soon, if it has not already been received Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbishedThere is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspringIf it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look newIf it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or anotherI am not satisfied with the service or the product Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> We are very sorry that the customer did not feel that this dining room set was the correct fit for them It is stated in our policy, which is listed on the web, and on every customer sales order that refunds are available up to the customer taking possession of the merchandise We do not offer refunds after pickup or delivery has taken place I have attached a screen shot of our policy directly from the MyBobs.com web site This policy if just above the area the customer quoted The quote the customer listed is how the refund would be processed, if the customer canceled the order before taking possession We are sorry if this caused the customer any confusion We would not be able to extend an offer for refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: When I called [redacted] they were pretty rude I told them I was out and when I came home the tear was there I was not home to witness it An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife I was sold this warranty by your store because I had dogs The information on your warranty says accident It does not way they consider to be an accidentYour tech said it was not wear and tear so it was an accident So I confused by the definition when I called [redacted] is not very friendly and intimidates you when you call I sent pictures so I you can fix it that is fine I just want the warranty that was sold to meAnd I am so tired of your store saying sorry we cannot help youYears ago when I had a scratch on my table your company told me that my son intentionally scratched it How does your company come up with that? And to accuse someone's child like that, I don't get it I feel like your company says anything not to honor a warranty that is sold to a customer Sincerely, [redacted]
absolutely unacceptable service!! my delivery (third delivery of the same damaged item!!!!) was scheduled for today 1/16- confirmed by phonewhen tracking online it shows it has been delivered and now 1/hr after the so-called delivery and minutes on hold (total- I was disconnected twice ) to find out what happened I (BTW the rep who took my # in the event we were disconnected - to call back -of course he never did!!)i want everyone to know the level of NON-SERVICE Bob's provides! OH and now im finally told furniture was not even on the truck!!!!so no delivery today!!!they do not care about the customer's satisfaction at all! My suggestion--DO NOT BUY from BOB's! this was my second experience with BOB's the first was not great either -
Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 We currently have a delivery scheduled for the [redacted] on to resolve this concern While it is not procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition At this time we are looking forward to completely resolving this customer’s concern on 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 We will review the account and our failures at that time and determine what we are able to offer [redacted] We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]
Good Morning Revdex.com, size="3"> Please pass on our apologies to our customer for the unexpected delay in the product’s shipping time and the refund processes a payment by check follows within our expressed policies Our system indicates that this order was placed via phone so we have already begun following up on the information this consumer cites to have been communicated by the sales professionalOur inventory system will not allow for merchandise to be held on any sales order that is not paid in fullAs our sales invoice discloses, merchandise can be canceled at any point in time prior to the customer taking possession for a full refund therefore there must be a arrangement in place that keeps purchasing and reserving fair for all consumers alike It is highly unlikely that our sales professional intentionally failed our customer and by all accounts we do believe that the appropriate information on stock availability was communicated during the initial conversation we held with our customer Stock depletes for many reasons unexpectedly including the receipt of a faulty shipment from the vendor or a delay in the transit of the overseas shipping containerWe remain just as disappointed as our customer that we were unable to provide the merchandise at the exact time expected As our records indicate that this order was placed by telephone, I cannot be certain how the customer located the merchandise they selectedI mention this because the processing time on the check refund falls in line with the expressed policies via the sales invoiceThe sales invoice is normally provided to our customer at the time of sale within our store, however we also disclose this process via our website for customers who are shopping or browsing products onlineI have included the link below and apologize again to our customer for the wait time on the refund check as well as the disappointment in merchandise availability [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton 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 We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsThis flyer as well as the customer’s sales invoice (which is signed by the purchaser) also discloses that Bobs Discount Furniture offers coverage for factory defects only and any occurrence of accidental damage must be reported thru the Guardian company This claim was denied for several reasons stated within the Terms and Conditions of the protection plan and every consumer must adhere to the terms and condition in order to keep the plan fair for all consumers alikeWe do stand behind the reasoning for the claim being denied and have included a copy of the terms and conditions page (as well as the information –below) for your review The customer told Guardian that there was “scent oil” spilled on the table – as indicated on the contract (and the sales flyer we provided), scent oil is not listed as a coverable item to begin with Page 1- Right side facing: PRODUCT SPECIFIC COVERAGE: WOOD AND HARD SURFACE: a) Standard – Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass) b) Wood Plus – Checking, cracking, bubbling, or peeling of finish from a single incident c) Wood Plus – Any chip or scratch of glass or mirrors and loss of silvering on mirrors (with the exception of crowned or curved glass) Page –Right side facing: STEPS TO MAKE A CLAIM: 2) Report all covered claims to Guardian at [redacted] within days of the accidental staining or damage occurrence and Guardian Customer Service Representatives will be ready to guide you through the service process Regretfully Bobs Discount Furniture has no control over the choices or resolutions offered by the Guardian company directly and the portion of the plan they manageWe apologize that we have no direct recourse to offer this customer relating to this specific concern Should the customer feel they need to pursue the denial result further they may do so with Guardian directlyI have included the address for Guardian’s Revdex.com claims below for the customer’s reference: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe have submitted a complaint on the first team and we apologize for their unprofessional behavior I see that this customer has already spoken with the store manager and it appears the customer will be working closely with him to rectify the situation and reach a satisfactory outcomeThe delivery has been completed and compensation has been offered, accepted and completed We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered in April and June and at that time the customer purchased the option of [redacted] *** I have attached the flyer the customer was given at time of purchase for review This delivery came with a one year manufacturing warranty through Bob’s We did extend an exchange to the customer, within warranty period, for damages that were reported to us, of a manufacturing nature This warranty period ended in June The protection plan for accidental damages 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 The customer reported to [redacted] in March of that the chair damage was not accidental; it was because of wear This would not be covered by [redacted] This was explained to this customer by our customer care lead Jared He offered at that time to allow the customer to purchase parts at half price The customer refused He explained to her at that time, she is out of warranty through Bob’s and [redacted] only covers her for accidental damages We would not be able to offer any other recourse Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Morning Revdex.com, We have been in contact with this customer through other channels We have addressed her concerns and have set up the exchanges of damaged merchandiseThank you for bringing this to our attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Complaint: [redacted] I am rejecting this response because: the photo the technician submitted does not show the factsI do have a [redacted] Box Spring with its original plastic the technician was in a hurry when he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture The picture the technician summited shows my box spring plastic cover hanging from the bottom in between the wood frame Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will also show when I pull the plastic up from its hanging point ((( -- see attachment photos with details.--)) total photosPlease keep me posted on this matter thank youSincerely, [redacted]
Good Morning Revdex.com, size="3"> Our records indicate the following: Customer purchased the Goof Proof Protection Plan at time of sale This Plan offered coverage against a variety of accidental in home damages and is managed by Guardian Protection Products Sofa sectional was delivered on Sofa sectional was serviced by us on – We added foam stuffing to the seats and the service technician deemed that there was no defect present and that the seats were loosing resiliency as a result of wear and tearThe service of adding foam was done as a courtesy and we confirmed directly with the customer that she was completely satisfied with the job At this time the set had been in use for nearly one year so a loss of resiliency is expected by the furniture industry as a whole Customer was upgraded (at absolutely no financial charge) to our Goof Proof Plus Plan on The Plus in the plan allows the customer coverage for factory defects for five years from the original date of delivery Our Service technician was dispatched to service what was reported as a possible frame concernWe arrived to the home on and no one was home to accept this service therefore we had to move technician onto to other stops We didn’t hear from the customer again until and nearly one year later on we arrived to the home for the latest service Our technician’s report from indicates there are no manufacturing defects present on this merchandise and after just about three years of continued use in the home the sectional is experiencing concerns as a result of wear and tear combined with occurrences from its environmentThese instances are not covered under the customer’s warranty protection One of our team leads (the level we consider to be of managerial capabilities) spoke with this customer yesterday (4.06.2015) and did advise that should the customer wish to initiate a formal dispute from the technician’s findings we required that pictures be sent to usWe do stand behind the integrity of all our technicians and the qualifications they receive from the manufacturers of the product directly I was able to locate the pictures that the customer sent thru to us however these pictures show no full representation of the set that would allow us to properly investigate a disputeIn example the technician’s report indicates that the armless sofa has a broken frame on the left side facing however the customer’s photos have no evidence of this frame breakageThe sectional pictured in the many photos sent thru does not look to be experiencing a defect, in some photos the customers seem to be sitting on certain portions of the set which I assume is to show that when sat on the merchandise looses resiliency which again should be anticipated on any seat, especially after being in the home for three yearsI cannot locate any specific areas of “staining” or “hair” via the photos however this is a very dark brown set so I’m not certain that these two elements would necessarily appear clearly via photos Per the customer’s original sales invoice the sectional was bought at a purchasing price of $ As this consumer seems convinced that their sectional has manufacturing concerns we will offer to provide them with a one time courtesy offer of store credit in an effort to appease their demands for resolution Should the customer wish to accept this offer they are able to contact us back via this Revdex.com channel or call our Customer Care Offices at 1800-569-(Mon – Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p) Courtesy Offer for Resolution: If the customer would like to reselect to a different set, that may fit their furniture needs better we can offer to provide a credit (store credit) to their account for 70% of the original cost paid for the sectionalIn the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseIt also remains our finding that this merchandise is not experiencing any concerns as the result of defective workmanshipWe will expect to remove the current sectional from the home on the same date we deliver the newly selected itemsAs an additional courtesy we will also include the monies paid towards the original Goof Proof Plan in this store credit offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon ***, I’m so sorry to learn of your disappointment and the poor service you cite to have received from our Customer Care Offices Please correct me if I am wrong or not grasping the full extent of your complaint: Your account indicates that your concern has been fully addressed as of Service order number: [redacted] displays that we placed an order for one (1) ‘seat casing and core’ with the overseas manufacturer of your product Please know that we sincerely wish to make our customer’s concerns right while balancing the needs of our business At this time the part is on order for the “ cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me backcan you pull the calls on the call backs ? that I was supposed to getyou pulled ONE call and not the other maybe or that I called back oncan you pull the call on what the service guys told me when I spoke to them at my house Sincerely, [redacted]
From: [redacted] Sent: Wednesday, September 09, 8:AMTo: [redacted] Subject: Revdex.com Complaint # [redacted] Revdex.com: Please include all information from our responses as well as the customer’s pictures for recording/historical purposes into the claim number [redacted] Good Morning ***, While I certainly appreciate you reaching out to me directly and thank you kindly for sending the photos, it is most appropriate to use the mediation channel you felt motivated to procure thru the Revdex.comIt is important for all customers and all businesses alike that both parties are properly represented as responses are made public for all consumers to reviewPlease feel welcome to use whatever communication channel you are most comfortable with – my direct responses will remain addressed to the mediator in this scenario (Revdex.com) [redacted] Good Morning Revdex.com, The customer’s one year guarantee period directly thru Bobs (this would be listed on the sales invoice sheet) has long been expiredThe expiration of the factory defect guarantee occurred on 12.27.2013, nearly over two years ago, and our records show no report of concern for any defect since March of Like many other protection plans sold on automobiles, electronics, and appliances there are going to be exclusions to coverage to keep the plan fair for all customers alike As a business completely separate from the protection plan the customer selected to purchase we do care very much about making an effort to satisfy our customers in a fair and adequate manner As an extreme courtesy we are willing to offer this customer a one time option for reselection (store credit to pick a different set) at a prorated percentagePlease see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed Option for resolution: We will provide the customer with 75% store credit based on the price paid to us for the sectional sofa ($645.00) This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional apology we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison