Complaint: [redacted] I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within days of occurrence which I didThe goof proof representative says this is not an accident and damages are to be handled by Bob's Discount The customer care representatives at Bob Discount were very professional and helpful When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician I am sending proof of phone calls and emails since you state you have no record of me doing any such actionI am very organized person who asks for names when I speak with people as I listed the names in my previous emailIf you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] Company directly We delivered this merchandise on we have made one attempt at exchange on From the first call this customer made that have requested compensation as a large refundWe have explained that due to this being an [redacted] order the only option for compensation we have is a Bob’s Gift Card If this customer would like to explore other options they must do so with [redacted] only Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by email directly and also provided my direct phone numberI am seeking to help this customer resolve their concern on a more direct basis Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am so sorry that you are not satisfied with the options for resolution that we have offered youI can assure you that we did not wait to place your special order; the moment that the sale is written into our system the information is automatically uploaded to a requisite and creates a negative accounting mark within our systemYes, this sectional has been discontinued from our sales floor line up but it does not mean that the vendor (who is a separate company from Bobs, located overseas) discontinued the production of this setAs a furniture retailer we are just as displeased as you are in the amount of time it has taken to receive this merchandiseWe truly believed that this order would come within the initial guidelines we quoted you for and it would be a tragedy to loose your businessWe are trying to reach out to you as our customer and offer you compensation once your order has been received because we have no control over the length of time it takes the vendor to get us the product you have specifically asked forAs it is not a ‘stock’ color available in our warehouse regretfully we cannot satisfy your concern without making an effort to work with the restrictions a third party is providing us I further apologize that the personnel you spoke with were unable to locate pictures or information regarding this sectionalIt took me only a moment to pull up the photo and information I have attached to this communicationClearly we have a training concern that I thank you for bringing to my attention so we can continue to grow It is my understanding after speaking with my colleague that you have continued an open line of communication with her regarding this concernAs to not duplicate efforts I will ask that you please continue to follow up directly with her at [redacted] I sincerely hope you know that Bobs Discount Furniture is doing everything in our power to get you this merchandise and it is never out intention to keep our valuable customer’s waiting when they have granted us the opportunity to serve them Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] Please see information below - believe phone number will be information needed to look up The order was placed on my roommates card Jeff ColuccioAddress was: [redacted] [redacted]
Good Afternoon Revdex.com, face="Calibri">Please pass on our deepest apologies for any frustration the customer has been met with while working with the Guardian company to report the listed concernsBobs Discount Furniture offers the best protection plan available in our industry and we stand behind the value of the Goof Proof and Goof Proof Plus Plans I have left this customer a voicemail message this afternoon (7.08.2015) with my direct contact number ( [redacted] ) requesting a call back at their earliest convenienceI look forward to speaking with this customer and working to resolve their concerns in the most fair and adequate manner possible as their account currently shows no record of speaking with Bobs Discount Furniture directly to seek resolution for this concern Kindest Regards, [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 have choose to go with option # I find that this resolution is satisfactory to me Thank you very much with you assistance in this matter! :-) :-) Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">We are very sorry that there was miscommunication and confusion on this order This caused unacceptable delays in having the bed correctly assembled The issue was finally identified and a resolution was offered Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology we would like to offer this customer a Bob’s store credit in the amount of $ If the customer would like to accept this offer please accept through the Revdex.com and we will create the paperwork and send to the customer on the email on this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3">We apologize to our customer for the inconvenience that has been experienced while seeking to get the working parts for these items Our records indicate that as of Sunday our [redacted] Operations Manager followed up with this customer and provided the parts requested At this time we would consider this concern closed unless our customer makes us aware that further assistance is necessary Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning BBB, face="Calibri">We apologize to our customer for any inconveniences we have caused during the warranty claims process. Our records currently indicate that we are scheduled for a service appointment on 7.14.2015 to address this merchandise concern. I attempted to contact the customer via telephone today to confirm this and was unable to reach them directly. At this time- all information points to our company working towards actively resolving this concern under the service benefits associated with this customer’s Goof Proof Plus Plan. Our technician is required to contact our Customer Care Offices prior to leaving the home on 7.14.2015 and we look forward to speaking with/ gaining our customer’s complete satisfaction on that day. Kindest Regards, [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 me Unfortunately I will go with option oneI will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product Sincerely, [redacted]
Good Afternoon [redacted] I tried to reach you today to discuss Please feel free to reach out to me tomorrow or you can email with the issues you would like us to take into consideration or the best number to reach you during the day [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincere apologies for the concerns our customer has experienced with the delivery of their merchandise We have verbally confirmed our customer’s acceptance of their merchandise and complete satisfaction with their order/ complaint today (11.17.2015) Based on our direct communication with this customer our business considers this concern closed as resolved at this time Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement. Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, email address and address provided here and am not able to locate any account that matches We respectfully request the consumer verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we never intended to disappointment them or cause them any aggravations 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 As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not always within our control To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 4,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know if our routing department will be able to honor that request or what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has an area that is not cleared for delivery it can cause the team to run earlier or later than expected We further apologize for any confusion that may have been present during our interactions regarding the team possibly coming back on the previously scheduled delivery dates and we are in the process of locating these recording to address any coaching concerns present within these callsIt is common practice and our representatives are continually trained to advise the customer to contact us once they have arrived back to their residence and are physically available to accept deliveryAs a business we cannot confirm if/when someone is actually present in the residence for delivery- therefore we rely on the customer contacting us in this case so that we can map where the team currently is in reference to the customer’s stop At that point we can see if the ‘Go –Back’ request is even possible A time frame guarantee for after 3:30pm on a weekday is not a proactive resolution for our customerThere are too many variables that cannot be controlled by our business in regards to the other customers/other merchandise/weather /traffic conditions/etcon the run for that dayWe most certainly do not want to let our customer down again Please see below for a list of possible avenues available for proactive resolution: · A first stop time frame request for the foundation exchange on a week day is more reasonably honored without negatively affecting our customer and although there are still variables beyond our control there is far less chance of failureThis would mean we could schedule for a weekday and request the customer be placed in a 6:30a -10:30a timeframe slotRequesting this is done as a first stop then allows the customer to be placed closer to the estimated 6:30am arrival timeOnce the delivery has been successfully completed and our customer is satisfied with the merchandise we will further offer to refund ½ of the delivery fee paid to us as an offer of compensation Or- · We can offer to complete the exchange on the next available Saturday that we have in our scheduleOur routing department will have a very hard time honoring any time frame request for an even exchange on a Saturday so we will not permit a time frame request be entered under this option for resolution (currently the next available date is: December 12, -) Should the customer accept this option for resolution, we do understand that it may cause further inconveniences to their lifestyle therefore we will compensate by refunding the entire delivery fee paid to us after the merchandise has been exchanged and the customer is fully satisfied Or- · If the customer would like the full price of the foundation refunded to them (the sales invoice lists this as $132.70.) we can offer to accommodate that request with the understanding and customer acceptance that this foundation has NO remaining warranty associated with it There is currently a year non prorated warranty on this item and this will be voided out should the full purchase price be refunded Or- · If the customer would like to keep the foundation with the logged damage (we have a description of a dent and a small tear on the left side facing top corner) and also keep the year non prorated warranty active on the foundation we can offer to refund 30% of the purchase price for the foundation to settle this concern (30% = $39.81.) Please note that any refund will be processed to the original method of payment which in this case is the original credit card used Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We consider this complaint closed as resolved as the customer’s desired settlement request has fully been metI personally apologize for the frustration our customer has been through in seeking resolution for this obvious concernI further apologize for the lack of care and empathy applied when she has tried several times to directly resolve this with our businessBobs Discount Furniture sees it fair and appropriate to work above and beyond our written policies in this circumstance and provide our customer and her father with the resolution soughtI have left a message for *** on the phone number she provided to the Revdex.com asking that she contact us to schedule the removal of this recliner We are unable to process any monetary refund until the recliner is physically removed from our customer’s home and returned to our distribution centerI have placed an expiration date on this refund credit for in the case that [redacted] father needs to continue to use the chair while procuring another chair that better suits his needsWe most certainly do not want to cause any more negative impact on our customer’s life than we already have Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- We are very sorry that at a time when the customers should have been able to focus on a very important life event, they instead had to deal with a failed delivery and incorrect order I do see that the rails were damaged on the first delivery attempt making assembly of the bed impossible We scheduled for the next day and the chest was written up incorrectly Everything has been delivered now and we have no report that there are any issues with the pieces in the home I understand that we have frustrated and inconvenienced this customer We have also tried to work with them to try to make this right We were able to offer them a next day delivery, something we normally can not offer The store offered them a discount on a piece so they could get the package they wanted at the price they wanted Our merchandise is already offered at a discount We do not normally allow for an additional discount based on preference I am sorry that we had two failed deliveries at what was a very stressful time for the customer We would not be able to offer more compensation over what has already been offered Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I have reached out to this customer directly by the email provided in this complaintI have asked that the customer email me back directly so I can confirm certain details of this account before proceeding to offer any resolutionsMy direct phone number is also listed in the email I sent today ( 4.15.2014) so please advise our customer that I can be contacted back by email or phone (which ever communication channel our customer prefers) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer I find it very disheartening for company to take advantage of another human being in such a way Bob's isn't giving or offering anything that I wasn't owed The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street I had to go outside to clean up the mess they made I took pictures of everything In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep IHer new bed because is was damaged It sounds to me like this company is only out for the money and has no empathy for all I've been through The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them I don't know why Bob's feels like offering a credit to shop in there store is a gift Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $in Bob's credit What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back This company might as well be stealing from the poor I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did The one thing I know for certain is that what goes around comes around I was always taught to treat people the way I would want to be treated This company has no compassion and giving them a second chance was a very poor decision on my part Sincerely, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within days of occurrence which I didThe goof proof representative says this is not an accident and damages are to be handled by Bob's Discount The customer care representatives at Bob Discount were very professional and helpful When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did When no one called back or contacted me with an email I RESENT IT and called Bob's Discount C
e again Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician I am sending proof of phone calls and emails since you state you have no record of me doing any such actionI am very organized person who asks for names when I speak with people as I listed the names in my previous emailIf you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that Sincerely, [redacted]
Good Afternoon Revdex.com, size="3"> Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] Company directly We delivered this merchandise on we have made one attempt at exchange on From the first call this customer made that have requested compensation as a large refundWe have explained that due to this being an [redacted] order the only option for compensation we have is a Bob’s Gift Card If this customer would like to explore other options they must do so with [redacted] only Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, I have reached out to this customer by email directly and also provided my direct phone numberI am seeking to help this customer resolve their concern on a more direct basis Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon [redacted] , I am so sorry that you are not satisfied with the options for resolution that we have offered youI can assure you that we did not wait to place your special order; the moment that the sale is written into our system the information is automatically uploaded to a requisite and creates a negative accounting mark within our systemYes, this sectional has been discontinued from our sales floor line up but it does not mean that the vendor (who is a separate company from Bobs, located overseas) discontinued the production of this setAs a furniture retailer we are just as displeased as you are in the amount of time it has taken to receive this merchandiseWe truly believed that this order would come within the initial guidelines we quoted you for and it would be a tragedy to loose your businessWe are trying to reach out to you as our customer and offer you compensation once your order has been received because we have no control over the length of time it takes the vendor to get us the product you have specifically asked forAs it is not a ‘stock’ color available in our warehouse regretfully we cannot satisfy your concern without making an effort to work with the restrictions a third party is providing us I further apologize that the personnel you spoke with were unable to locate pictures or information regarding this sectionalIt took me only a moment to pull up the photo and information I have attached to this communicationClearly we have a training concern that I thank you for bringing to my attention so we can continue to grow It is my understanding after speaking with my colleague that you have continued an open line of communication with her regarding this concernAs to not duplicate efforts I will ask that you please continue to follow up directly with her at [redacted] I sincerely hope you know that Bobs Discount Furniture is doing everything in our power to get you this merchandise and it is never out intention to keep our valuable customer’s waiting when they have granted us the opportunity to serve them Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] Please see information below - believe phone number will be information needed to look up The order was placed on my roommates card Jeff ColuccioAddress was: [redacted] [redacted]
Good Afternoon Revdex.com, face="Calibri">Please pass on our deepest apologies for any frustration the customer has been met with while working with the Guardian company to report the listed concernsBobs Discount Furniture offers the best protection plan available in our industry and we stand behind the value of the Goof Proof and Goof Proof Plus Plans I have left this customer a voicemail message this afternoon (7.08.2015) with my direct contact number ( [redacted] ) requesting a call back at their earliest convenienceI look forward to speaking with this customer and working to resolve their concerns in the most fair and adequate manner possible as their account currently shows no record of speaking with Bobs Discount Furniture directly to seek resolution for this concern Kindest Regards, [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 have choose to go with option # I find that this resolution is satisfactory to me Thank you very much with you assistance in this matter! :-) :-) Sincerely, [redacted]
Good Afternoon Revdex.com- 10pt;">We are very sorry that there was miscommunication and confusion on this order This caused unacceptable delays in having the bed correctly assembled The issue was finally identified and a resolution was offered Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology we would like to offer this customer a Bob’s store credit in the amount of $ If the customer would like to accept this offer please accept through the Revdex.com and we will create the paperwork and send to the customer on the email on this complaint Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, size="3">We apologize to our customer for the inconvenience that has been experienced while seeking to get the working parts for these items Our records indicate that as of Sunday our [redacted] Operations Manager followed up with this customer and provided the parts requested At this time we would consider this concern closed unless our customer makes us aware that further assistance is necessary Kind Regards, [redacted] Bobs Discount Furniture [redacted]
Good Morning BBB, face="Calibri">We apologize to our customer for any inconveniences we have caused during the warranty claims process. Our records currently indicate that we are scheduled for a service appointment on 7.14.2015 to address this merchandise concern. I attempted to contact the customer via telephone today to confirm this and was unable to reach them directly. At this time- all information points to our company working towards actively resolving this concern under the service benefits associated with this customer’s Goof Proof Plus Plan. Our technician is required to contact our Customer Care Offices prior to leaving the home on 7.14.2015 and we look forward to speaking with/ gaining our customer’s complete satisfaction on that day. Kindest Regards, [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 me Unfortunately I will go with option oneI will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product Sincerely, [redacted]
Good Afternoon [redacted] I tried to reach you today to discuss Please feel free to reach out to me tomorrow or you can email with the issues you would like us to take into consideration or the best number to reach you during the day [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Afternoon Revdex.com, size="3"> Please pass on our sincere apologies for the concerns our customer has experienced with the delivery of their merchandise We have verbally confirmed our customer’s acceptance of their merchandise and complete satisfaction with their order/ complaint today (11.17.2015) Based on our direct communication with this customer our business considers this concern closed as resolved at this time Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Corporate Customer Care Liaison
Complaint: [redacted] I am rejecting this response because: We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement. Sincerely, [redacted]
Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, email address and address provided here and am not able to locate any account that matches We respectfully request the consumer verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we never intended to disappointment them or cause them any aggravations 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 As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customerWe want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not always within our control To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 4,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know if our routing department will be able to honor that request or what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has an area that is not cleared for delivery it can cause the team to run earlier or later than expected We further apologize for any confusion that may have been present during our interactions regarding the team possibly coming back on the previously scheduled delivery dates and we are in the process of locating these recording to address any coaching concerns present within these callsIt is common practice and our representatives are continually trained to advise the customer to contact us once they have arrived back to their residence and are physically available to accept deliveryAs a business we cannot confirm if/when someone is actually present in the residence for delivery- therefore we rely on the customer contacting us in this case so that we can map where the team currently is in reference to the customer’s stop At that point we can see if the ‘Go –Back’ request is even possible A time frame guarantee for after 3:30pm on a weekday is not a proactive resolution for our customerThere are too many variables that cannot be controlled by our business in regards to the other customers/other merchandise/weather /traffic conditions/etcon the run for that dayWe most certainly do not want to let our customer down again Please see below for a list of possible avenues available for proactive resolution: · A first stop time frame request for the foundation exchange on a week day is more reasonably honored without negatively affecting our customer and although there are still variables beyond our control there is far less chance of failureThis would mean we could schedule for a weekday and request the customer be placed in a 6:30a -10:30a timeframe slotRequesting this is done as a first stop then allows the customer to be placed closer to the estimated 6:30am arrival timeOnce the delivery has been successfully completed and our customer is satisfied with the merchandise we will further offer to refund ½ of the delivery fee paid to us as an offer of compensation Or- · We can offer to complete the exchange on the next available Saturday that we have in our scheduleOur routing department will have a very hard time honoring any time frame request for an even exchange on a Saturday so we will not permit a time frame request be entered under this option for resolution (currently the next available date is: December 12, -) Should the customer accept this option for resolution, we do understand that it may cause further inconveniences to their lifestyle therefore we will compensate by refunding the entire delivery fee paid to us after the merchandise has been exchanged and the customer is fully satisfied Or- · If the customer would like the full price of the foundation refunded to them (the sales invoice lists this as $132.70.) we can offer to accommodate that request with the understanding and customer acceptance that this foundation has NO remaining warranty associated with it There is currently a year non prorated warranty on this item and this will be voided out should the full purchase price be refunded Or- · If the customer would like to keep the foundation with the logged damage (we have a description of a dent and a small tear on the left side facing top corner) and also keep the year non prorated warranty active on the foundation we can offer to refund 30% of the purchase price for the foundation to settle this concern (30% = $39.81.) Please note that any refund will be processed to the original method of payment which in this case is the original credit card used Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Good Morning Revdex.com, We consider this complaint closed as resolved as the customer’s desired settlement request has fully been metI personally apologize for the frustration our customer has been through in seeking resolution for this obvious concernI further apologize for the lack of care and empathy applied when she has tried several times to directly resolve this with our businessBobs Discount Furniture sees it fair and appropriate to work above and beyond our written policies in this circumstance and provide our customer and her father with the resolution soughtI have left a message for *** on the phone number she provided to the Revdex.com asking that she contact us to schedule the removal of this recliner We are unable to process any monetary refund until the recliner is physically removed from our customer’s home and returned to our distribution centerI have placed an expiration date on this refund credit for in the case that [redacted] father needs to continue to use the chair while procuring another chair that better suits his needsWe most certainly do not want to cause any more negative impact on our customer’s life than we already have Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com- We are very sorry that at a time when the customers should have been able to focus on a very important life event, they instead had to deal with a failed delivery and incorrect order I do see that the rails were damaged on the first delivery attempt making assembly of the bed impossible We scheduled for the next day and the chest was written up incorrectly Everything has been delivered now and we have no report that there are any issues with the pieces in the home I understand that we have frustrated and inconvenienced this customer We have also tried to work with them to try to make this right We were able to offer them a next day delivery, something we normally can not offer The store offered them a discount on a piece so they could get the package they wanted at the price they wanted Our merchandise is already offered at a discount We do not normally allow for an additional discount based on preference I am sorry that we had two failed deliveries at what was a very stressful time for the customer We would not be able to offer more compensation over what has already been offered Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture
Good Afternoon Revdex.com, I have reached out to this customer directly by the email provided in this complaintI have asked that the customer email me back directly so I can confirm certain details of this account before proceeding to offer any resolutionsMy direct phone number is also listed in the email I sent today ( 4.15.2014) so please advise our customer that I can be contacted back by email or phone (which ever communication channel our customer prefers) Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison
Complaint: [redacted] I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer I find it very disheartening for company to take advantage of another human being in such a way Bob's isn't giving or offering anything that I wasn't owed The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street I had to go outside to clean up the mess they made I took pictures of everything In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep IHer new bed because is was damaged It sounds to me like this company is only out for the money and has no empathy for all I've been through The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them I don't know why Bob's feels like offering a credit to shop in there store is a gift Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $in Bob's credit What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back This company might as well be stealing from the poor I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did The one thing I know for certain is that what goes around comes around I was always taught to treat people the way I would want to be treated This company has no compassion and giving them a second chance was a very poor decision on my part Sincerely, [redacted] [redacted]