Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [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 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case I have attached the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as it is indicated that accumulation of damages will be considered an exclusionThis is clearly listed under the exclusions of coverage section within the protection plan documents: EXCLUSIONS TO COVERAGE: -General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence -Odors; accumulated or long term multiple stains and unknown stains, color loss and fadingwear and tear, including damage of this type cannot be attributed to a relatable accident Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurredWe do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Incdirectly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result %
Complaint: [redacted] I am rejecting this response because: First of all we noticed the marks right from the begging, It was in the first days and this is when we called the first time And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my householdI live at [redacted] I have no scheduled service on Although we have purchased most of our furniture in our sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our homeThis table has an abporous nature and is overly tinted with black polish from the factoryA kitchen table is made to put and repel liquids on with the comfort it will not stainI have seen paper that stained lessI am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any mealThis was extremely noticeable after we had company sitting around our new tableWhen we called, both your service department and the goof proof people , we were told that glass mark was incidentIf we had glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidentsI work in customer service and this I am sure not a good customer service twist of fine printMarble is a quality stoneIt is not a bunch of polished rocks, that discolor and leaves marksI noticed this particular marble table -in black is no longer sold in your storeI would assume that you realized it was a liability to you quality reputationI have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furnitureAll we asked for at the time we called was to have someone take a look at the table and fix or replace it when we calledI did not think it was unreasonableWe have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stainedThe table always comes up in discussion and the story of Bob's Multiple incident goof proof policy Sincerely, [redacted]
Good Morning Revdex.com, Please apologize to our customer for any type of confusion he feels may have taken place during the time of saleWe do not “take advantage” of our customers, this item was picked up (and shipped by the customer to their home) as an outlet purchase, was the item not inspected at all by the consumer prior to it being purchased or signed to as accepted as is to on its way out of the pick up location? Our records indicate that the customer has communicated a concern with the back of one of the recliners and our company has already worked beyond our policy by offering to arrange to have the item serviced (at no cost) by one of our professional service technicians At this time the courtesy service/ repair visit is a valid offer for recourse on an item sold to the consumer in ‘As Is’ condition and we stand behind this offer as the most fair and adequate offer a retailer can be expected to make in this scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate 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 meThe exchange should have happened from the beginning Sincerely, [redacted]
Good Morning Revdex.com, Please pass on my apologies to [redacted] for her disappointment in the way her product has worn after several years of useI assure [redacted] that Bobs Discount Furniture stands behind the quality of our products and we pride ourselves on being able to offer our customers the best product value for the price paid Our records reflect that this merchandise was serviced in July of by our service technician and we do not show any record of this customer contacting us to advise us that our technician’s work was unsatisfactory until after two years of use occurred furthering the wear and tear to this merchandiseThe protection plan [redacted] purchased in is called ‘Goof Proof’ and just as its name depicts it offers coverage against many accidents that may occur resulting in damage to the merchandiseIt is and expected that any sofa from any retailer will experience changes and shifting of its materials after the item has experienced several years of use Bobs Discount Furniture does not consider this merchandise to be defective just because it is showing signs of age from wear and tearI further apologize as [redacted] alleges that her children were almost harmed by the sofa, based on our technician’s photos from the home (which I have attached for your review) I see no safety concerns that would cause alarm from this merchandise residing in the home As an extreme courtesy we can offer to cover 50% of the cost on the parts that [redacted] wishes to replace outside of her warranty period through Bobs Discount FurnitureThis is a fair and adequate offer considering all the facts within this case combined Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Our offices are in receipt of this rebuttal on and are communicating back as of Please thank the customer for sending thru a picture of the damageAs depicted this is not breakage to woodIt appears that the finish of the table has been removed and as this customer disclosed and reported to Guardian this is damage from something (it hasn’t been disclosed as to what was used on the table to clean it) used on and during the act of cleaning the tableOnce again (I have also attached a copy of the terms and conditions page for the Guardian Plan that denotes this) the protection plan covers for accidental occurrences of damageA consumer cleaning their item with a cleaning agent of their own discretion cannot be deemed as an accidental occurrenceThere is also no way for a retailer of any kind to determine how long a cleaning agent has been progressively used on a piece of merchandise Under the provisions of the protection plan purchased -Bobs Discount Furniture covers factory defect concerns and The Guardian Company covers occurrences of accidents, as this customers concern depicts neither the protection plan has not failed the customer Bobs Discount Furniture truly wishes that we could provide resolution to every customer who has a concern and we remain very sorry that in this scenario we have no further recourse to offer relating to the damage caused by the customer to the table Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [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 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 exclusions Revdex.com: Please note and take into consideration: The customer’s account shows that the delivery of the chairs took place on 02/15/ and the customer agreed to purchase a part for repair from the vendor directly on 05/18/As the remaining coverage available on the item was explained at that time (almost five months ago) and the customer completed the transaction of paying separately for the replacement part I cannot determine how it would be at all appropriate for the terms of the purchased protection plan to be called into question now (nearly five months later) The current concern of “discoloration” is not covered by Goof Proof (unless there is an accidental occurrence that caused it), nor Bobs, given the amount of time the merchandise has been in the home Was there a particular incident that caused the discoloration? Is the entire item discolored? Can the customer submit photos of the chair? When did the discoloration begin/occur? Bob's Discount Furniture prides itself on standing behind the merchandise we sell, in the event of a defect- however, to remain fair to all of our customers there are some scenarios where recourse is not an optionThe customer’s answer to the above questions will help to determine, what recourse, if any we may be able to offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with our customer [redacted] today (8.28.2014) and we have agreed to honor a replacement nightstand for our customerI am very sorry and quite embarrassed at the experience our customer endured while seeking to follow up on her claim with us and I truly appreciate our customer escalating this concern so that we can ensure our agents are offering our customers the best resolutions possible Thank you for the opportunity to make it right, [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]
Good Afternoon Revdex.com, This customer’s request for resolution has been honored by a member of our Customer Care groupAs of today (2.07.2014) our records reflect that we will be replacing this portion of his sectional on Please extend my apologies for the frustration that we have caused him during this product failure Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day 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 usWe do not deliver “used” product under the pretense that the product is new and as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away (two days after the original delivery) of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee chargedAgain on we offered another apology in the form of a Bobs Discount Furniture Gift Card prior to the concerns being fully resolved We currently have an even exchange scheduled for the foundation on to resolve the remaining cosmetic concern with this merchandise We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresOnce the foundation has been exchanged any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts 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 on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please be advised this consumer/ concern has also submitted a review, please see the below response as previously posted to the review channel earlier today (11.24.2015): I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position of extreme disappointment in us at this timeWe assure our customer it was never our intention to cause them to experience more than one delivery let alone several resulting in further concern overall As the shipment of the sofa is something our inventory system clearly expected in sooner (we were able to deliver the loveseat earlier in the month) there is always the chance that the overseas shipping container will make it to our Distribution Center from the manufacturer sooner than the anticipated date we have right now for deliveryPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase in full as our customer expected and we look forward to making the failures we have caused right by our customer Our customer’s account reflects that we have made direct contact with our customer as of off of another social media channel that the customer has levied their concern with; we have advised our customer that we are on board with discussing a further apology in the form of compensation once we have been able to honor our original promise to themWe thank our customer for providing their feedback and for their extreme patience with us while we work to earn their trust back in our business
Dear Revdex.com, 16px;"> This is a duplicate complaint to CLAIM# [redacted] The customer’s information reflects the same within our systemWe responded to CLAIM# [redacted] on and have not received a rebuttal from the consumer to datePlease see our response to CLAIM# [redacted] (below) as it remains the same for this duplication: [redacted] Good Afternoon Revdex.com, Please pass on my apologies for the disappointment our customer is experiencing with the product she selectedI assure our customer that we have been addressing this concern to the best of our ability since we were made aware of itWhile this furniture was bought at a Bobs Discount Furniture location and Bobs has been offering the customer service on this product we have not collected direct revenue from [redacted] because she entered into a ‘leasing agreement’ with a third party company named ‘Acceptance Now’This customer is currently paying a monthly fee to the ‘Acceptance Now’ company to lease this productThis is clearly stated on the paperwork Wanda signed at the time of sale along with the specific number of payments *** will have to make in order to fully own this productBobs Discount Furniture is not permitted to make offers of credit to ‘Acceptance Now’ customers unless there is a manufacturing defect present within their merchandiseWe have been out to [redacted] residence several times and have not been able to properly inspect her bed to determine if a defect is even present I am honestly very perplexed by the nature in which this complaint has been filed with and I have listed the history our records indicate (below) for your reviewI believe just listing this history will address many of the customer’s statements however it also presents a few questions that I request you pass along to our customerDue to the nature of this complaint and the overall history with the last month feel it pertinent that all responses between the customer and Bobs remain in a written form Date of Delivery: First Report of Concern: – The customer told us that the mattress was sagging and that the bed (headboard/footboard/railings) was loose and shook a lot Please note: The bed had previously been used for months with no report of concern First visit to customer’s residence (the next day): 8.26.2014: Our technician reported that there was no apartment number listed on his paperworkThe technician called us and said that he knocked on all three doors within the building and only the folks on the third floor came to the door stating they were not expecting a serviceWe then called the number that was placed on this account during the time of sale by the customer (###-###-####) and we were unable to speak with anyone or leave a message Question for the customer: If this is the day where you are stating that you saw our technician’s vehicle, the dog was barking, and he was coming from the third floor why did you not flag him down and explain that you were the person expecting service or answer the door when we initially knocked? The following day -8.27.2014: Our records clearly indicate that the customer called us and reported the same scenario she had on 8.25.2014, we scheduled another service visit (with customer on the phone) to her home to help with this concern on 2nd Attempt at service – 9.04.2014: Our technician arrived to the residence and could not get into the building as the main entrance was locked at this timeThe technician called into our office to report this and we attempted to call the number we have on file for this customer (###-###-####) twice, our records indicate that we left two messages for the customer as wellWe were forced to move our technician on because we were unable to gain access to the residence to perform the service Question for the customer: Should we be updating the phone number you have listed on this account as it differs from the one you have listed to the Revdex.com? 9.08.2014-Attempted to call customer from our Customer Care Office to reschedule service appointment as we had not heard back from her: Our records indicate that this call was made at 8:09pm to (###-###-####) and someone picked up the phone and hung up on our caller 9.10.2014-Attempted again to call customer from our Customer Care Office to reschedule service appointment as we had not heard back from her: Our records indicate that this call was made at 2:25pm to (###-###-####) and we left a message on the machine for the customer asking for her to call us back and reschedule Question for the customer: Should we be updating the phone number you have listed on this account as it differs from the one you have listed to the Revdex.com? 9.15.2014: Our records clearly indicate that the customer called us and reported the same scenario she had on & We scheduled another service visit (with customer on the phone) to her home to help with this concern on Please note: This is the logged call and proof that the agent “ [redacted] ” was referring to when she explained to the customer she had called us five days prior to the 20th 3rd Attempt at service – 9.20.2014: Our technician arrived to the home and reported to us that the entire bed (headboard/footboard/railings/mattress) had been disassembled and pieces of the bed were lying up against the wallOur technician had to be moved on as there was no way for him to complete a repair or determine a defect in the bed or mattress A technician cannot correctly reassemble a queen size bed on his own, which is why we send at minimum a two man team out to make deliveries and assemblies Please note: We have no way of determining if there is a factory defect within the bed or an issue with the way we assembled it unless it is in the same condition as we left it on There is also no way to correctly measure if a mattress is sagging or is defective unless that mattress is receiving the proper support of a bed framePlease also let it be known that this customer never disclosed in any previous conversations with us that the bed was not assembled nor was she instructed by us to disassemble her bedAs we had not been permitted inside the residence, other than the initial assembly of the bed in Novof 2013, we have no idea how long this bed had been unassembled for Customer called us back on (Later that same day): At approximately 6:50pm the customer called and reported to us ‘Bed rails are very loose and wobbly’Again we scheduled another service appointment with the customerThis service is scheduled to occur on (this Saturday) and the original number the customer provided us (that hasn’t been working) remains the only number on the accountI am going to alert the service order with the phone number the customer has listed to Revdex.com as a precautionWe are scheduled to arrive to the residence in between the time window of 10:51am – 12:51pm on Question for the customer: Is the bed currently reassembled to the state it was in prior to it being unassembled in your home? If the bed is in the same condition it was previously in on we will be unable to determine if the bed or the mattress is defective and we will be unable to try and help our customer move forward on resolving this concern We sincerely wish to help our customer and have been diligently trying to assist her in resolving her concern since the moment it was reported to usI apologize to our customer again for her disappointment in the product; we must be able to determine that there is a factory defect present on this bed in order to move forward with this concern As per the warranty guidelines we will service this bed to manufacturing standards, if the bed is deemed unrepairable by a factory trained service technician we will offer a replacement under the warranty at that time
We apologize that our customer is so disappointed with the wear pattern of this mattress purchased from usWhile we can relate to our customer’s aggravation and personal preference concerns we do stand behind the quality of the product we sell and the integrity of our factory trained technicians The service technician’s methods of reporting are trained directly from the vendor who makes this mattress, as the retailer in this scenario we are permitted to submit a warranty claim to the manufacturer only in the event a defect is presentWe are unable to offer any consumer the complete coverage offered under a warranty should their concern not fall within the guidelines of that warrantyThis is a standard business practice industry wide and again we are so sorry that this customer does not agree with the warranty report we have acquired For the sole fact that Bobs Discount Furniture outshines any other retailer in the ability to care for our customers on such a direct basis we have provided two options for resolution out of extreme courtesy belowShould the customer wish to accept one of these options for resolution they may respond in writing thru this Revdex.com channel they opened for your mediation purposes Option one: We will provide a store credit offer of 60% creditThis 60% will be based on the original price paid to us for the mattress and foundation (set) Included in this extreme courtesy offer we will provide the removal and disposal of the current mattress and foundation the customer has a preference concern with on the same date we deliver their newly selected sleep set Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence -OR - Option two: We will provide a store credit offer of 80% creditThis 80% will be based on the original price paid to us for the mattress and foundation (set)Should this offer be accepted, we will not be responsible to remove the current mattress and foundation set the customer has in the home and the customer would be accepting this 80% credit with the agreement that they are keeping the current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence We apologize again that this customer’s concern does not fall within the appropriate guidelines to qualify for warranty coverageWe look forward to being able to help satisfy them with one of the courtesy options we have provided in this response Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com- Roman"> We are very sorry that this [redacted] set did not live up to the customer’s expectations As the retailor and not the manufacturer we have little control as to the material the manufacturer uses We have noted this complaint and will report back to the purchasing department of the concern In an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below) If this customer wishes to accept this offer, they need only reply to the Revdex.com mediation service that they accept The credit will then be released to the stores The customer then is able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the [redacted] piece set including the special order fee We will also waive a new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way Complaint: [redacted] I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way any customer should be treated that there was no question about the coverage oneven though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error Sincerely, [redacted]
Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture for your bedding needs I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to days (or more) for a new mattress to conform to your body and comfort levelWe understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted] After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receivingCustomer satisfaction with the products and service we offer is our ultimate goal.Thanks, [redacted] **
Good Afternoon Revdex.com, Please pass on our apologies for the disappointment our customer experienced with the recliner they initially selected to purchase The customer was offered a resolution for re-selection as an extreme courtesy (already working beyond the policy we communicated at the time of sale) and as the customer has disclosed there was never a defect in workmanship with the chair we initially brought The service of delivering merchandise has always been a service that our organization charges separately for from the cost of our merchandiseOur company did our best to provide our customer with resolution in a situation where we did not fail (please consider that we cannot re-sell the chair that was originally in the home and as a business took on any associated costs of disposal that may be necessary for the non defective, original chair) As of today – the customer’s account shows that their newly selected chair was delivered successfully on Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> We apologize to our customer for the frustration and disappointment they are experiencing from this concern -Small fissures on stone product are considered a natural characteristic of the merchandiseThis is because it’s not a crack it’s a vein that once carried minerals that was formed in the stone millions of years agoThere are multitudes of public information available on a fissure being a characteristic for stone products and many consumers’ do mistake fissures for cracks While markings, veining, pitting, and fissures are common, they do not affect the quality of the stoneThese characteristics are what makes each piece of granite unique, stand out, and make it “natural.” -Bobs Discount Furniture provides product knowledge, such as information about fissures and pitting in stone product in all of our showrooms so our customer’s are fully educated on the product they are buyingWe always remind our customers that it is important to keep in mind that any manufactured stone merchandise is a product of natureWhile markings, veining, pitting, and fissures are common, they do not affect the quality of the pieceThese characteristics are what makes each piece of granite unique, and make it a ‘natural product’ This table was deemed up to our manufacturer’s standards If the customer does not feel it is up to their personal standards, then that is a failing of Bob’s for failing to explain the products natural character before the sale At this time we can offer two options, we can offer to discount the table in the home, if the customer feels that they love the table enough to live with the natural pitting This would be a small discount as this was an inexpensive piece We can offer $back on the table with the pitting and the delivery fee of $if the customer wants to keep the table in the home in the condition it is in Or we can offer to pick up the tables for a refund of the price of the tables to [redacted] *** Please advise which option would be best and I will process the paperwork Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Morning Mr [redacted] , I understand your concern and empathize with the bed bug issue you are dealing with in your homeYou and I spoke on, June 19, in regard to this issue and at that time I explained the multiple ways in which bed bugs can enter a home, their feeding habits, common places they are found and the precautions we have taken to prevent the infestation of these bugs in our warehouses, showrooms and delivery trucksWe have been very successful with our preventative treatmentsWhile speaking with you, you indicated that your wife works in a school, which is one of the most common places bed bugs have been foundOur delivery records indicate that you reside on the third floor of a multi-dwelling home and it may be possible that the bed bugs traveled into your home from another unit within the dwellingAs a Consumer myself, I understand why you would be inclined to believe the bed bugs came from the new furniture however, given the extensive research and facts which support the opposite, we have no recourse to offer Sincerely, [redacted] ***
Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [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 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approvedIn this consumer’s specific case I have attached the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as it is indicated that accumulation of damages will be considered an exclusionThis is clearly listed under the exclusions of coverage section within the protection plan documents: EXCLUSIONS TO COVERAGE: -General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence -Odors; accumulated or long term multiple stains and unknown stains, color loss and fadingwear and tear, including damage of this type cannot be attributed to a relatable accident Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurredWe do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Incdirectly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result %
Complaint: [redacted] I am rejecting this response because: First of all we noticed the marks right from the begging, It was in the first days and this is when we called the first time And a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my householdI live at [redacted] I have no scheduled service on Although we have purchased most of our furniture in our sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our homeThis table has an abporous nature and is overly tinted with black polish from the factoryA kitchen table is made to put and repel liquids on with the comfort it will not stainI have seen paper that stained lessI am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any mealThis was extremely noticeable after we had company sitting around our new tableWhen we called, both your service department and the goof proof people , we were told that glass mark was incidentIf we had glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidentsI work in customer service and this I am sure not a good customer service twist of fine printMarble is a quality stoneIt is not a bunch of polished rocks, that discolor and leaves marksI noticed this particular marble table -in black is no longer sold in your storeI would assume that you realized it was a liability to you quality reputationI have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furnitureAll we asked for at the time we called was to have someone take a look at the table and fix or replace it when we calledI did not think it was unreasonableWe have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stainedThe table always comes up in discussion and the story of Bob's Multiple incident goof proof policy Sincerely, [redacted]
Good Morning Revdex.com, Please apologize to our customer for any type of confusion he feels may have taken place during the time of saleWe do not “take advantage” of our customers, this item was picked up (and shipped by the customer to their home) as an outlet purchase, was the item not inspected at all by the consumer prior to it being purchased or signed to as accepted as is to on its way out of the pick up location? Our records indicate that the customer has communicated a concern with the back of one of the recliners and our company has already worked beyond our policy by offering to arrange to have the item serviced (at no cost) by one of our professional service technicians At this time the courtesy service/ repair visit is a valid offer for recourse on an item sold to the consumer in ‘As Is’ condition and we stand behind this offer as the most fair and adequate offer a retailer can be expected to make in this scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate 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 meThe exchange should have happened from the beginning Sincerely, [redacted]
Good Morning Revdex.com, Please pass on my apologies to [redacted] for her disappointment in the way her product has worn after several years of useI assure [redacted] that Bobs Discount Furniture stands behind the quality of our products and we pride ourselves on being able to offer our customers the best product value for the price paid Our records reflect that this merchandise was serviced in July of by our service technician and we do not show any record of this customer contacting us to advise us that our technician’s work was unsatisfactory until after two years of use occurred furthering the wear and tear to this merchandiseThe protection plan [redacted] purchased in is called ‘Goof Proof’ and just as its name depicts it offers coverage against many accidents that may occur resulting in damage to the merchandiseIt is and expected that any sofa from any retailer will experience changes and shifting of its materials after the item has experienced several years of use Bobs Discount Furniture does not consider this merchandise to be defective just because it is showing signs of age from wear and tearI further apologize as [redacted] alleges that her children were almost harmed by the sofa, based on our technician’s photos from the home (which I have attached for your review) I see no safety concerns that would cause alarm from this merchandise residing in the home As an extreme courtesy we can offer to cover 50% of the cost on the parts that [redacted] wishes to replace outside of her warranty period through Bobs Discount FurnitureThis is a fair and adequate offer considering all the facts within this case combined Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day Revdex.com, Our offices are in receipt of this rebuttal on and are communicating back as of Please thank the customer for sending thru a picture of the damageAs depicted this is not breakage to woodIt appears that the finish of the table has been removed and as this customer disclosed and reported to Guardian this is damage from something (it hasn’t been disclosed as to what was used on the table to clean it) used on and during the act of cleaning the tableOnce again (I have also attached a copy of the terms and conditions page for the Guardian Plan that denotes this) the protection plan covers for accidental occurrences of damageA consumer cleaning their item with a cleaning agent of their own discretion cannot be deemed as an accidental occurrenceThere is also no way for a retailer of any kind to determine how long a cleaning agent has been progressively used on a piece of merchandise Under the provisions of the protection plan purchased -Bobs Discount Furniture covers factory defect concerns and The Guardian Company covers occurrences of accidents, as this customers concern depicts neither the protection plan has not failed the customer Bobs Discount Furniture truly wishes that we could provide resolution to every customer who has a concern and we remain very sorry that in this scenario we have no further recourse to offer relating to the damage caused by the customer to the table Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, size="3"> We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [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 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 exclusions Revdex.com: Please note and take into consideration: The customer’s account shows that the delivery of the chairs took place on 02/15/ and the customer agreed to purchase a part for repair from the vendor directly on 05/18/As the remaining coverage available on the item was explained at that time (almost five months ago) and the customer completed the transaction of paying separately for the replacement part I cannot determine how it would be at all appropriate for the terms of the purchased protection plan to be called into question now (nearly five months later) The current concern of “discoloration” is not covered by Goof Proof (unless there is an accidental occurrence that caused it), nor Bobs, given the amount of time the merchandise has been in the home Was there a particular incident that caused the discoloration? Is the entire item discolored? Can the customer submit photos of the chair? When did the discoloration begin/occur? Bob's Discount Furniture prides itself on standing behind the merchandise we sell, in the event of a defect- however, to remain fair to all of our customers there are some scenarios where recourse is not an optionThe customer’s answer to the above questions will help to determine, what recourse, if any we may be able to offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I spoke with our customer [redacted] today (8.28.2014) and we have agreed to honor a replacement nightstand for our customerI am very sorry and quite embarrassed at the experience our customer endured while seeking to follow up on her claim with us and I truly appreciate our customer escalating this concern so that we can ensure our agents are offering our customers the best resolutions possible Thank you for the opportunity to make it right, [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]
Good Afternoon Revdex.com, This customer’s request for resolution has been honored by a member of our Customer Care groupAs of today (2.07.2014) our records reflect that we will be replacing this portion of his sectional on Please extend my apologies for the frustration that we have caused him during this product failure Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Day 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 usWe do not deliver “used” product under the pretense that the product is new and as the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We have resolved the majority of the original product concerns and delivered the customer the majority of their merchandise originally expected in good conditionWhile it is far beyond our policies to do so, we addressed this customer’s high level of aggravation by offering a further form of apology right away (two days after the original delivery) of monetary meansAs indicated above our business normally seeks to make the concern right (honoring our original agreement with the consumer) before providing a further form of apologyAs the issues occurred with the delivery we refunded the delivery fee chargedAgain on we offered another apology in the form of a Bobs Discount Furniture Gift Card prior to the concerns being fully resolved We currently have an even exchange scheduled for the foundation on to resolve the remaining cosmetic concern with this merchandise We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failuresOnce the foundation has been exchanged any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts 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 on We will review the account and already processed compensation at that time and determine what, if anything, further we are able to offer Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com, face="Calibri">Please be advised this consumer/ concern has also submitted a review, please see the below response as previously posted to the review channel earlier today (11.24.2015): I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position of extreme disappointment in us at this timeWe assure our customer it was never our intention to cause them to experience more than one delivery let alone several resulting in further concern overall As the shipment of the sofa is something our inventory system clearly expected in sooner (we were able to deliver the loveseat earlier in the month) there is always the chance that the overseas shipping container will make it to our Distribution Center from the manufacturer sooner than the anticipated date we have right now for deliveryPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase in full as our customer expected and we look forward to making the failures we have caused right by our customer Our customer’s account reflects that we have made direct contact with our customer as of off of another social media channel that the customer has levied their concern with; we have advised our customer that we are on board with discussing a further apology in the form of compensation once we have been able to honor our original promise to themWe thank our customer for providing their feedback and for their extreme patience with us while we work to earn their trust back in our business
Dear Revdex.com, 16px;"> This is a duplicate complaint to CLAIM# [redacted] The customer’s information reflects the same within our systemWe responded to CLAIM# [redacted] on and have not received a rebuttal from the consumer to datePlease see our response to CLAIM# [redacted] (below) as it remains the same for this duplication: [redacted] Good Afternoon Revdex.com, Please pass on my apologies for the disappointment our customer is experiencing with the product she selectedI assure our customer that we have been addressing this concern to the best of our ability since we were made aware of itWhile this furniture was bought at a Bobs Discount Furniture location and Bobs has been offering the customer service on this product we have not collected direct revenue from [redacted] because she entered into a ‘leasing agreement’ with a third party company named ‘Acceptance Now’This customer is currently paying a monthly fee to the ‘Acceptance Now’ company to lease this productThis is clearly stated on the paperwork Wanda signed at the time of sale along with the specific number of payments *** will have to make in order to fully own this productBobs Discount Furniture is not permitted to make offers of credit to ‘Acceptance Now’ customers unless there is a manufacturing defect present within their merchandiseWe have been out to [redacted] residence several times and have not been able to properly inspect her bed to determine if a defect is even present I am honestly very perplexed by the nature in which this complaint has been filed with and I have listed the history our records indicate (below) for your reviewI believe just listing this history will address many of the customer’s statements however it also presents a few questions that I request you pass along to our customerDue to the nature of this complaint and the overall history with the last month feel it pertinent that all responses between the customer and Bobs remain in a written form Date of Delivery: First Report of Concern: – The customer told us that the mattress was sagging and that the bed (headboard/footboard/railings) was loose and shook a lot Please note: The bed had previously been used for months with no report of concern First visit to customer’s residence (the next day): 8.26.2014: Our technician reported that there was no apartment number listed on his paperworkThe technician called us and said that he knocked on all three doors within the building and only the folks on the third floor came to the door stating they were not expecting a serviceWe then called the number that was placed on this account during the time of sale by the customer (###-###-####) and we were unable to speak with anyone or leave a message Question for the customer: If this is the day where you are stating that you saw our technician’s vehicle, the dog was barking, and he was coming from the third floor why did you not flag him down and explain that you were the person expecting service or answer the door when we initially knocked? The following day -8.27.2014: Our records clearly indicate that the customer called us and reported the same scenario she had on 8.25.2014, we scheduled another service visit (with customer on the phone) to her home to help with this concern on 2nd Attempt at service – 9.04.2014: Our technician arrived to the residence and could not get into the building as the main entrance was locked at this timeThe technician called into our office to report this and we attempted to call the number we have on file for this customer (###-###-####) twice, our records indicate that we left two messages for the customer as wellWe were forced to move our technician on because we were unable to gain access to the residence to perform the service Question for the customer: Should we be updating the phone number you have listed on this account as it differs from the one you have listed to the Revdex.com? 9.08.2014-Attempted to call customer from our Customer Care Office to reschedule service appointment as we had not heard back from her: Our records indicate that this call was made at 8:09pm to (###-###-####) and someone picked up the phone and hung up on our caller 9.10.2014-Attempted again to call customer from our Customer Care Office to reschedule service appointment as we had not heard back from her: Our records indicate that this call was made at 2:25pm to (###-###-####) and we left a message on the machine for the customer asking for her to call us back and reschedule Question for the customer: Should we be updating the phone number you have listed on this account as it differs from the one you have listed to the Revdex.com? 9.15.2014: Our records clearly indicate that the customer called us and reported the same scenario she had on & We scheduled another service visit (with customer on the phone) to her home to help with this concern on Please note: This is the logged call and proof that the agent “ [redacted] ” was referring to when she explained to the customer she had called us five days prior to the 20th 3rd Attempt at service – 9.20.2014: Our technician arrived to the home and reported to us that the entire bed (headboard/footboard/railings/mattress) had been disassembled and pieces of the bed were lying up against the wallOur technician had to be moved on as there was no way for him to complete a repair or determine a defect in the bed or mattress A technician cannot correctly reassemble a queen size bed on his own, which is why we send at minimum a two man team out to make deliveries and assemblies Please note: We have no way of determining if there is a factory defect within the bed or an issue with the way we assembled it unless it is in the same condition as we left it on There is also no way to correctly measure if a mattress is sagging or is defective unless that mattress is receiving the proper support of a bed framePlease also let it be known that this customer never disclosed in any previous conversations with us that the bed was not assembled nor was she instructed by us to disassemble her bedAs we had not been permitted inside the residence, other than the initial assembly of the bed in Novof 2013, we have no idea how long this bed had been unassembled for Customer called us back on (Later that same day): At approximately 6:50pm the customer called and reported to us ‘Bed rails are very loose and wobbly’Again we scheduled another service appointment with the customerThis service is scheduled to occur on (this Saturday) and the original number the customer provided us (that hasn’t been working) remains the only number on the accountI am going to alert the service order with the phone number the customer has listed to Revdex.com as a precautionWe are scheduled to arrive to the residence in between the time window of 10:51am – 12:51pm on Question for the customer: Is the bed currently reassembled to the state it was in prior to it being unassembled in your home? If the bed is in the same condition it was previously in on we will be unable to determine if the bed or the mattress is defective and we will be unable to try and help our customer move forward on resolving this concern We sincerely wish to help our customer and have been diligently trying to assist her in resolving her concern since the moment it was reported to usI apologize to our customer again for her disappointment in the product; we must be able to determine that there is a factory defect present on this bed in order to move forward with this concern As per the warranty guidelines we will service this bed to manufacturing standards, if the bed is deemed unrepairable by a factory trained service technician we will offer a replacement under the warranty at that time
We apologize that our customer is so disappointed with the wear pattern of this mattress purchased from usWhile we can relate to our customer’s aggravation and personal preference concerns we do stand behind the quality of the product we sell and the integrity of our factory trained technicians The service technician’s methods of reporting are trained directly from the vendor who makes this mattress, as the retailer in this scenario we are permitted to submit a warranty claim to the manufacturer only in the event a defect is presentWe are unable to offer any consumer the complete coverage offered under a warranty should their concern not fall within the guidelines of that warrantyThis is a standard business practice industry wide and again we are so sorry that this customer does not agree with the warranty report we have acquired For the sole fact that Bobs Discount Furniture outshines any other retailer in the ability to care for our customers on such a direct basis we have provided two options for resolution out of extreme courtesy belowShould the customer wish to accept one of these options for resolution they may respond in writing thru this Revdex.com channel they opened for your mediation purposes Option one: We will provide a store credit offer of 60% creditThis 60% will be based on the original price paid to us for the mattress and foundation (set) Included in this extreme courtesy offer we will provide the removal and disposal of the current mattress and foundation the customer has a preference concern with on the same date we deliver their newly selected sleep set Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence -OR - Option two: We will provide a store credit offer of 80% creditThis 80% will be based on the original price paid to us for the mattress and foundation (set)Should this offer be accepted, we will not be responsible to remove the current mattress and foundation set the customer has in the home and the customer would be accepting this 80% credit with the agreement that they are keeping the current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence We apologize again that this customer’s concern does not fall within the appropriate guidelines to qualify for warranty coverageWe look forward to being able to help satisfy them with one of the courtesy options we have provided in this response Kindest Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning Revdex.com- Roman"> We are very sorry that this [redacted] set did not live up to the customer’s expectations As the retailor and not the manufacturer we have little control as to the material the manufacturer uses We have noted this complaint and will report back to the purchasing department of the concern In an effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below) If this customer wishes to accept this offer, they need only reply to the Revdex.com mediation service that they accept The credit will then be released to the stores The customer then is able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the [redacted] piece set including the special order fee We will also waive a new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way Complaint: [redacted] I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way any customer should be treated that there was no question about the coverage oneven though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error Sincerely, [redacted]
Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture for your bedding needs I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to days (or more) for a new mattress to conform to your body and comfort levelWe understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference [redacted] After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receivingCustomer satisfaction with the products and service we offer is our ultimate goal.Thanks, [redacted] **
Good Afternoon Revdex.com, Please pass on our apologies for the disappointment our customer experienced with the recliner they initially selected to purchase The customer was offered a resolution for re-selection as an extreme courtesy (already working beyond the policy we communicated at the time of sale) and as the customer has disclosed there was never a defect in workmanship with the chair we initially brought The service of delivering merchandise has always been a service that our organization charges separately for from the cost of our merchandiseOur company did our best to provide our customer with resolution in a situation where we did not fail (please consider that we cannot re-sell the chair that was originally in the home and as a business took on any associated costs of disposal that may be necessary for the non defective, original chair) As of today – the customer’s account shows that their newly selected chair was delivered successfully on Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, face="Times New Roman" size="3"> We apologize to our customer for the frustration and disappointment they are experiencing from this concern -Small fissures on stone product are considered a natural characteristic of the merchandiseThis is because it’s not a crack it’s a vein that once carried minerals that was formed in the stone millions of years agoThere are multitudes of public information available on a fissure being a characteristic for stone products and many consumers’ do mistake fissures for cracks While markings, veining, pitting, and fissures are common, they do not affect the quality of the stoneThese characteristics are what makes each piece of granite unique, stand out, and make it “natural.” -Bobs Discount Furniture provides product knowledge, such as information about fissures and pitting in stone product in all of our showrooms so our customer’s are fully educated on the product they are buyingWe always remind our customers that it is important to keep in mind that any manufactured stone merchandise is a product of natureWhile markings, veining, pitting, and fissures are common, they do not affect the quality of the pieceThese characteristics are what makes each piece of granite unique, and make it a ‘natural product’ This table was deemed up to our manufacturer’s standards If the customer does not feel it is up to their personal standards, then that is a failing of Bob’s for failing to explain the products natural character before the sale At this time we can offer two options, we can offer to discount the table in the home, if the customer feels that they love the table enough to live with the natural pitting This would be a small discount as this was an inexpensive piece We can offer $back on the table with the pitting and the delivery fee of $if the customer wants to keep the table in the home in the condition it is in Or we can offer to pick up the tables for a refund of the price of the tables to [redacted] *** Please advise which option would be best and I will process the paperwork Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture
Good Morning Mr [redacted] , I understand your concern and empathize with the bed bug issue you are dealing with in your homeYou and I spoke on, June 19, in regard to this issue and at that time I explained the multiple ways in which bed bugs can enter a home, their feeding habits, common places they are found and the precautions we have taken to prevent the infestation of these bugs in our warehouses, showrooms and delivery trucksWe have been very successful with our preventative treatmentsWhile speaking with you, you indicated that your wife works in a school, which is one of the most common places bed bugs have been foundOur delivery records indicate that you reside on the third floor of a multi-dwelling home and it may be possible that the bed bugs traveled into your home from another unit within the dwellingAs a Consumer myself, I understand why you would be inclined to believe the bed bugs came from the new furniture however, given the extensive research and facts which support the opposite, we have no recourse to offer Sincerely, [redacted] ***