However, I simply cannot hear clearly what he says, and I asked him to send the exact return address to the email. We cannot, because, there is no local stores nearby - yep, we just need to explain this to them again!Īt that point, I am totally done with Bob's discounted furniture, and I know that each Rep might be wrong in their own way - so to save myself the trouble, I ask Rep D, before he hangs up, to confirm the return address with me. So the whole "return shipping label" thing we called multiple times to check is purely wrong information at the first place!!! And once again, he asked could we return to local store. We called again a few days later checking on how should we return the protector.Īnd Rep D, after we explained the whole situation all over again (yep, we explained to each rep of our situation, proving that Rep A says she made the notes to the order is not quite true), says since we did not open the product at all, we cannot return it using shipping label sent to our email - instead, we could either return to local stores or return it at Fedex to the sender. Honestly, I already got the refund so I couldn't care less, but I just want the thing to be fixed and do not wish to postpone returning the product now that the refund has already been made (shown as "pending" on my credit card). The refund comes almost immediately, but the return shipping label never arrives at our email. Rep C says once we get the protector, we can go to local Fedex store with the return shipping label to return it. Rep C insured us we will get the refund within 7 days for sure, return shipping label will get to our email in 24 hours for sure. And he asked again could we return to local store, and we explain again that there is no local store in Moscow (Idaho). We called a few days later to check why we did not get the shipping label, rep C checked again, and assured us that we will get one within another 24 hours. He then says I will receive a return order from Fedex in 24 hours. I told him Moscow (in Idaho) has no local stores. Rep B asked me whether I want to return to a local store. We called again, and I explained the situation again to representative B (btw, rep A says she made notes of the situation, which I do not find out that any rep I called after rep A knows anything about the situation, I just need to explain over and over again). Very ironic, a few hours after we cancel the order, the product ships out! After all these time, finally we return the product, and it ships! We waited 72 hours, no one called us as representative A promised. The protector will be cancelled with no problem, and the other team will contact me within 72 hours. The representative A says since the case has been forwarded to another team, she cannot directly cancel it for me. Since the protector is not yet shipped, we think this saves time. The representative was nice and perfectly understands the situation. We therefore decide to return the protector, to keep the mattress, and buy from other sellers so that our mattress will have a protector. We therefore contact the online representative via chat, when she told us the product is not yet shipped. The very reason we order the protector from Bob's discounted furniture, is that we want our mattress to come with the protector, so we can keep our mattress in good condition from Day 1. We waited till 08/03, protector is still not yet shipped out - for an order put on 07/10, this really takes so long. The problem is, no one tries to contact us before we call, and we just waited so long for it to ship. The representative told us they have some issues (lack of storage or something) with that product, but it will be shipped out very soon. Till 08/01, the mattress protector still has not arrived, and we called. The protector, however, does not come with the mattress. I purchased a mattress with protector on 07/10, the mattress ships with no problem.
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