Good Morning Revdex.com,
Please pass on my apologies to [redacted] for the disappointment
he is currently experiencing with his product. Our records indicate that this
sofa was delivered to [redacted] on 2.8.2013 and this concern was first reported to
us on 4.08.2014. At that point the Bobs...
Discount Furniture Warranty had expired
on the merchandise and [redacted] was granted a service at no charge by us as a
courtesy. [redacted] did purchase the [redacted] protection plan which, as its name
depicts, offers coverage against accidental concerns causing damage to the
furniture.
Our technician’s inspection results show that while he was
in the home he repaired a leg on the sofa that had been badly scratched and
inspected the frame. He found that the frame was not cracked as a result of a
factory defect as the frame had no knot where the crack occurred and the damage
was not a ‘seasoned split’. We stand behind our technicians report as if our
own eyes were in the home and while it is not appropriate for us to assume what
may have occurred to the sofa to cause such damage we felt it suitable to refer
[redacted] to the protection plan he purchased for occurrences such as this. We do
not believe that this sofa is experiencing a factory defect and the fact
remains that the direct coverage through Bobs Discount Furniture had expired
prior to this being reported to us. These two facts combined are adequate
reasons why we are unable to offer [redacted] recourse for this concern.
I have listed extreme
courtesy options below for [redacted]’s review as we do try and offer a
willingness to resolve our customer’s concerns whenever possible.
Option #1:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment.
We will offer to provide [redacted]
with a store credit in the amount of 80%. This 80% will be based off the amount
he paid for this sofa itself. He may use this store credit to reselect and as
another extreme courtesy we will offer to cover the cost of the
new delivery fee associated with the new merchandise he selects along with the
cost of removing (and disposing since we cannot re sell it) the current
merchandise he has in the home. We will not include a [redacted] Plan credit
here as this reselection option is being offered by Bobs and not the [redacted]
company ([redacted]).
-OR-
Option #2:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment.
We will offer to provide [redacted] with
a monetary refund amount of 40%. This 40% will be based off the amount he paid
for the sofa itself and will void any and all responsibility [redacted] feels
is owed to him from Bobs Discount Furniture for this sofa. We will also
offer to cancel and refund the [redacted] plan [redacted] purchased in its full
amount of $69.99. A monetary refund is always processed to the original method
of payment via restrictions put in place from our system. In this scenario we
would be refunding the financing account that [redacted] originally used and he
would be cut a direct check from the financing company associated with his
account.
I apologize to [redacted] again for the
level of stress this concern has caused him to feel and I assure him it is
always our intention to place our customer’s satisfaction first while keeping
in mind the importance to weigh out the needs of our business.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for the
disappointment they are experiencing in their product. Our records indicate
that this item was delivered on 12.15.2012 and the consumer first reported this
concern to us on 3.12.2015. The customer alleges in...
this complaint that the
sofa started to show these signs of concern only a few months after delivery
however our business was not made aware of any concern until long after the
warranty coverage for factory defects expired.
As a courtesy to our customer we sent out a factory trained
professional at no charge to see if there was any repair that could be made to
this merchandise to appease the customer’s concern. We stand behind the
integrity of our service technicians and the qualifications they receive
directly from the vendors of our product and regretfully the factory trained
professional found no defect present within the item. With no defect being
present and the item being up to manufacturing standards there is no repair to
be made. It is not a safe, nor is it a recommended practice that a technician “sit
on” or attempt to utilize merchandise in a customer’s home as this puts him at
a disadvantage and could compromise his own safety while alone in an environment
the consumer feels most comfortable in. Should the customer need to sit on the
merchandise in order for it to produce a loss in resiliency this is clearly the
cause of normal wear and tear on an item that has been continually used for two
(plus) years. By any vendor’s standards in the furniture industry a loss of resiliency
in any seat is to be expected and viewed as completely normal.
Please note that while in the residence the technician also
verified that there is a defect concern with a bar stool and the customer
currently has replacement parts on order for the bar stool. I mention these
facts because this shows a clear example of how we are assisting the customer,
as a retailer, when there is an actual manufacturing defect present within the
merchandise and that defect has been appropriately reported within the warranty
timeline set forth.
In an extreme effort to meet this consumer’s demands for
resolution outside of warranty we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact our Customer Care Officers at [redacted] (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Option for
resolution:
We can
offer to provide a store credit of 70%, based off the original cost paid for
both pieces of the sectional. In the interest of fairness the customer will be
expected to pay a new delivery fee if they want the new furniture selected to
be delivered. Delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise. We will expect to remove the current
merchandise the customer has in the home on the same date we deliver the newly
selected merchandise.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
They have to be kidding. This product is not made of what they say it is. I will continue this debate with the NY dept of State, and the Dept of Consumer Affairs.
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. They have agreed to refund my $129.99 delivery fee. I would like to close this complaint, however, I want to reopen it if they do not honor their promise.Sincerely,
[redacted]
Good Afternoon [redacted],
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furniture. I also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection plan. As I was...
not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming them. The [redacted] Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price point. The simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond normal use).
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘4 page handout’
regarding the [redacted] Protection. Your sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘[redacted]’, as its name depicts, offers coverage against one time
accidental damage occurrences.
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on 10.22.2014. Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery charge. We will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the [redacted] Plan as you allege this being sold to you in an inappropriate
manner.
Please let me know how if you
would like to accept the refund of $99.99 by responding to me via this Revdex.com channel.
I apologize to you again for any frustration we have caused you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our most sympathetic apologies to the
customer for any type of communication error they allege to be apart of the
sales experience within our ‘[redacted]’ location. We further apologize that the
customer feels there was any lack of care present while initially...
reporting this
concern to us and we assure our customer that we take great pride in being able
to resolve customer concerns in a fair and adequate manner.
Our records reflect that the merchandise in question was
picked up from a ‘[redacted]’ (Clearance) location and not delivered by a Bobs
Discount Furniture representative. The merchandise was also sold to the
consumer under the agreement that they were accepting the merchandise on the
same day of sale in the condition it was in, therefore the merchandise was sold
at a further discounted rate than what is offered as our regular discounted
retail rate. When merchandise is taken from a retail location for any reason a
document is signed by the consumer picking up this merchandise indicating that
they are accepting the merchandise in its current condition and taking full responsibility
for the merchandise and its transport from that point forward. As I was not
present at the time of sale I cannot confirm whether the consumer asked the
pick up personnel to remove the leg from this loveseat for transport or not. I
do know that it is a common practice of mine to remove the legs from a loveseat
to ensure it fits through a standard doorway while I am transporting my own
product in between residences. Please know that a Bobs Discount Furniture
representative would not commonly have been present at the ‘delivery point’ to
put a leg back onto this merchandise given the nature of this sale and the fact
that our records indicate the customer picked up this merchandise on their own.
As a business we regretfully cannot accept responsibility for a damage that was
caused beyond our control.
The additional ‘5 year [redacted] Plus Protection’ plan procured
on the merchandise offers coverage against factory defects and most in home
accidents (I.E. stains from food or beverage, human or pet bodily fluid). Our
sales invoice, that is routinely expressed to and signed by the consumer,
clearly outlines the purpose of this protection plan and the fact that
merchandise is not returnable after the act of possession has occurred. Bobs
Discount Furniture prides itself on core values such has integrity, honesty,
community, and diversity. To allege that any of our sales representatives or
personnel would mislead a treasured customer for any reason is malicious and vindictive.
This complaint was sent to you on 1.16.2015 and received from
the Revdex.com by our Corporate Offices today (1.20.2015). As of 1.17.2015 (one day
after the concern was filed for your review) our account records confirm that
this customer’s desired settlement has been met. Under internal order number[redacted] the customer has been provided with a store credit for the amount paid on the
loveseat and protection plan. This was completed as an extreme courtesy and our
company has made a valid effort to work above and beyond the company policy
guidelines we continually express in writing to please this customer’s
individual demands.
We consider this complaint closed at this time and encourage
the customer to reach out to us directly should any unforeseen need for follow
up occur at this time. We sincerely apologize again for the amount of time the
customer has had to spend on gaining the escalated resolution they originally
strived for.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015). I have personally worked with
this customer, and provided documentations by email, to...
decipher the current
details of her account with us. I have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it right. The customer has my direct
contact information and I have made agreements to follow up again with this
customer on 4.2.2015.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I Call Bobs Discount Furniture store Customer Care at ###-###-#### and they agree to replace a "one time replacement" one of the item which my choice was the Headboard. They instead stated that they will be replacing the Headboard and Footboard since it is a one piece unit.
The replacement will be taking place on Saturday: November 29,2014. There Delivery man will be doing the exchange and replacement of the items Listed above.
I want to truly thank you guys at " Revdex.com" for making it HAPPEN :)) your input and resolution to my agony. Also Kudos directly to Bobs Discount Furniture Liaison for there professionalism and changing my outlook positively for there caring for Their CUSTOMERS. THANK YOU.
ONCE AGAIN THANK YOU "Revdex.com" FOR MAKING IT HAPPEN!!!
SATISFIED CONSUMER!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: [redacted],
Thank you for your response. So your protocol as you describe in your response to me Is just 1 phone call and than leave without any other types of communication. You don't go out of the truck and knock or ring a door bell like every other delivery company that I have dealt with my life. That's unacceptable by any means.
I saw the truck and what happened. I got tired of waiting. My girl friend and I were walking the dog. I was over a block away watching a white truck turn go down the street slowly. I was running hoping this was the truck and someone would get out and go to my door. I saw the truck stop at my house. I was close enough to see the guy in the passenger seat look at my house turn to the guy driving. I watched them take off. Please do not tell me I didn't see this happen. I understand this would be a different story if I didn't see this with my own eyes. At this point my trust is not there with your company as this whole delivery system does not work for me. I phone 1 call with no other types of attempts. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came. Sincerely,
[redacted]
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smooth. This is definetly a crack, which just appeared. I still cant understand how a person, without actually looking at the material, and not a 2 D photo, can determine the origin.
Sincerely,
[redacted]
Good Afternoon [redacted],
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and...
while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
Bob’s prides itself on providing quality service and the best
value product for the price. Our 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. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[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 I. Her 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 $100 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]
Good Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new...
living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: Bobs is only (re) sending a technician out that said, "I can fix that water mark." The tech called back the store and put me on the phone with a man that said, I advised my technician NOT to fix the table and advise you to call [redacted]. I did that and because the people in charge of [redacted] look for any and all reasons to discredit the customer and deny the claim I then called back Bobs. I argued with a gentleman about a whole "other" issue not previously complained about to [redacted]. My table is peeling in the wood grains. This is by no fault of mine. I ONLY use the cleaner they provided. The same reason I needed to purchase a new table from bobs in March of 2014. My previous tables finish had completely worn off but I foolishly didn't report it in 2011. I was instructed by the salesman that NO MATTER WHAT happened to the finish in the first year that BOBs would replace it. Not only was my salesperson misleading but so was the [redacted] statement misleading. The woman from [redacted] expressed her apology for the company not pointing out the the hidden details that a claim can and will be denied. Yes they are sending a tech on Saturday to "touch up" the water mark but as for the one year warranty they are not abiding by their own policy as far as the peeling/chipped wood grains. This is infact, a defect. The finish of a table should not be coming off after a period of 7 months. I wish I had done my homework because the list of complaints about bobs services and [redacted] gimmick is plastered all over the Internet and in consumer reports. This is happening to many, many consumers and its a disgraceful business practice!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am currently in [redacted] and going downrange within a few hours if I don't respond is due to my undisclosed location in the [redacted].
Sincerely,
[redacted]
Good Morning [redacted],
I am very sorry for the disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our...
products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on to [redacted] that she can contact one of my corporate colleagues
via email at: J[redacted].com
should she wish to continue her concern with a different party as she has
requested.
I am so sorry that my responses have left [redacted] so unsatisfied and I am
placed in this position as the highest level of Corporate Customer Care
available via this Revdex.com channel.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on my apologies to [redacted] for the disappointment
he is currently experiencing with his product. Our records indicate that this
sofa was delivered to [redacted] on 2.8.2013 and this concern was first reported to
us on 4.08.2014. At that point the Bobs...
Discount Furniture Warranty had expired
on the merchandise and [redacted] was granted a service at no charge by us as a
courtesy. [redacted] did purchase the [redacted] protection plan which, as its name
depicts, offers coverage against accidental concerns causing damage to the
furniture.
Our technician’s inspection results show that while he was
in the home he repaired a leg on the sofa that had been badly scratched and
inspected the frame. He found that the frame was not cracked as a result of a
factory defect as the frame had no knot where the crack occurred and the damage
was not a ‘seasoned split’. We stand behind our technicians report as if our
own eyes were in the home and while it is not appropriate for us to assume what
may have occurred to the sofa to cause such damage we felt it suitable to refer
[redacted] to the protection plan he purchased for occurrences such as this. We do
not believe that this sofa is experiencing a factory defect and the fact
remains that the direct coverage through Bobs Discount Furniture had expired
prior to this being reported to us. These two facts combined are adequate
reasons why we are unable to offer [redacted] recourse for this concern.
I have listed extreme
courtesy options below for [redacted]’s review as we do try and offer a
willingness to resolve our customer’s concerns whenever possible.
Option #1:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment.
We will offer to provide [redacted]
with a store credit in the amount of 80%. This 80% will be based off the amount
he paid for this sofa itself. He may use this store credit to reselect and as
another extreme courtesy we will offer to cover the cost of the
new delivery fee associated with the new merchandise he selects along with the
cost of removing (and disposing since we cannot re sell it) the current
merchandise he has in the home. We will not include a [redacted] Plan credit
here as this reselection option is being offered by Bobs and not the [redacted]
company ([redacted]).
-OR-
Option #2:
[redacted] believes that his item is
experiencing a factory defect and we do not agree based on the inspection we
feel was completed during the service appointment.
We will offer to provide [redacted] with
a monetary refund amount of 40%. This 40% will be based off the amount he paid
for the sofa itself and will void any and all responsibility [redacted] feels
is owed to him from Bobs Discount Furniture for this sofa. We will also
offer to cancel and refund the [redacted] plan [redacted] purchased in its full
amount of $69.99. A monetary refund is always processed to the original method
of payment via restrictions put in place from our system. In this scenario we
would be refunding the financing account that [redacted] originally used and he
would be cut a direct check from the financing company associated with his
account.
I apologize to [redacted] again for the
level of stress this concern has caused him to feel and I assure him it is
always our intention to place our customer’s satisfaction first while keeping
in mind the importance to weigh out the needs of our business.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.
Sincerely,
[redacted]
Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for the
disappointment they are experiencing in their product. Our records indicate
that this item was delivered on 12.15.2012 and the consumer first reported this
concern to us on 3.12.2015. The customer alleges in...
this complaint that the
sofa started to show these signs of concern only a few months after delivery
however our business was not made aware of any concern until long after the
warranty coverage for factory defects expired.
As a courtesy to our customer we sent out a factory trained
professional at no charge to see if there was any repair that could be made to
this merchandise to appease the customer’s concern. We stand behind the
integrity of our service technicians and the qualifications they receive
directly from the vendors of our product and regretfully the factory trained
professional found no defect present within the item. With no defect being
present and the item being up to manufacturing standards there is no repair to
be made. It is not a safe, nor is it a recommended practice that a technician “sit
on” or attempt to utilize merchandise in a customer’s home as this puts him at
a disadvantage and could compromise his own safety while alone in an environment
the consumer feels most comfortable in. Should the customer need to sit on the
merchandise in order for it to produce a loss in resiliency this is clearly the
cause of normal wear and tear on an item that has been continually used for two
(plus) years. By any vendor’s standards in the furniture industry a loss of resiliency
in any seat is to be expected and viewed as completely normal.
Please note that while in the residence the technician also
verified that there is a defect concern with a bar stool and the customer
currently has replacement parts on order for the bar stool. I mention these
facts because this shows a clear example of how we are assisting the customer,
as a retailer, when there is an actual manufacturing defect present within the
merchandise and that defect has been appropriately reported within the warranty
timeline set forth.
In an extreme effort to meet this consumer’s demands for
resolution outside of warranty we will make a one time only courtesy offer for
resolution (listed below). Should the customer wish to accept this offer they
are able to contact our Customer Care Officers at [redacted] (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is
a one time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Option for
resolution:
We can
offer to provide a store credit of 70%, based off the original cost paid for
both pieces of the sectional. In the interest of fairness the customer will be
expected to pay a new delivery fee if they want the new furniture selected to
be delivered. Delivering the merchandise has always been a charge we maintain
separate from the cost of our merchandise. We will expect to remove the current
merchandise the customer has in the home on the same date we deliver the newly
selected merchandise.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
They have to be kidding. This product is not made of what they say it is. I will continue this debate with the NY dept of State, and the Dept of Consumer Affairs.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have agreed to refund my $129.99 delivery fee. I would like to close this complaint, however, I want to reopen it if they do not honor their promise.Sincerely,
[redacted]
Good Afternoon [redacted],
I
apologize for the frustration you have endured while seeking to use the
protection plan you purchased for your furniture. I also apologize to you for the
alleged sales experience you have outlined occurred while purchasing this
protection plan. As I was...
not present during the time of sale I am unable to
make determinations of what actually occurred and I do know that we expect our
sales team to provide a brief overview of the protection plan to our customers
without overwhelming them. The [redacted] Plan is extremely valuable and Bobs
would never make an attempt to sell you anything that we did not feel held the
value of its price point. The simplest way I can explain the plan to you is to
state it is insurance for your furniture and does cover incidents that occur to
your furniture from accidents inside your home (beyond normal use).
I have
been with Bobs for the greater part of a decade and at one point in my career I
was a salesperson and I have never heard of or seen a ‘4 page handout’
regarding the [redacted] Protection. Your sales receipt indicates the direct
warranty period thru Bobs as one year
and the informational flyer we always provide at the time of sale discloses
that ‘[redacted]’, as its name depicts, offers coverage against one time
accidental damage occurrences.
As we do
stand behind the quality of our merchandise, even after the expiration of our
direct guarantee, your account reflects that we have granted you a reselection
credit on 10.22.2014. Your account further reflects that you may choose to keep
this sofa and loveseat or have us pick it up when we deliver the new
merchandise you select at no delivery charge. We will not be offering to refund
the cost of this merchandise to you, should you wish we will agree to offer you
a monetary refund on the monies you paid
towards the [redacted] Plan as you allege this being sold to you in an inappropriate
manner.
Please let me know how if you
would like to accept the refund of $99.99 by responding to me via this Revdex.com channel.
I apologize to you again for any frustration we have caused you.
Kind Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our most sympathetic apologies to the
customer for any type of communication error they allege to be apart of the
sales experience within our ‘[redacted]’ location. We further apologize that the
customer feels there was any lack of care present while initially...
reporting this
concern to us and we assure our customer that we take great pride in being able
to resolve customer concerns in a fair and adequate manner.
Our records reflect that the merchandise in question was
picked up from a ‘[redacted]’ (Clearance) location and not delivered by a Bobs
Discount Furniture representative. The merchandise was also sold to the
consumer under the agreement that they were accepting the merchandise on the
same day of sale in the condition it was in, therefore the merchandise was sold
at a further discounted rate than what is offered as our regular discounted
retail rate. When merchandise is taken from a retail location for any reason a
document is signed by the consumer picking up this merchandise indicating that
they are accepting the merchandise in its current condition and taking full responsibility
for the merchandise and its transport from that point forward. As I was not
present at the time of sale I cannot confirm whether the consumer asked the
pick up personnel to remove the leg from this loveseat for transport or not. I
do know that it is a common practice of mine to remove the legs from a loveseat
to ensure it fits through a standard doorway while I am transporting my own
product in between residences. Please know that a Bobs Discount Furniture
representative would not commonly have been present at the ‘delivery point’ to
put a leg back onto this merchandise given the nature of this sale and the fact
that our records indicate the customer picked up this merchandise on their own.
As a business we regretfully cannot accept responsibility for a damage that was
caused beyond our control.
The additional ‘5 year [redacted] Plus Protection’ plan procured
on the merchandise offers coverage against factory defects and most in home
accidents (I.E. stains from food or beverage, human or pet bodily fluid). Our
sales invoice, that is routinely expressed to and signed by the consumer,
clearly outlines the purpose of this protection plan and the fact that
merchandise is not returnable after the act of possession has occurred. Bobs
Discount Furniture prides itself on core values such has integrity, honesty,
community, and diversity. To allege that any of our sales representatives or
personnel would mislead a treasured customer for any reason is malicious and vindictive.
This complaint was sent to you on 1.16.2015 and received from
the Revdex.com by our Corporate Offices today (1.20.2015). As of 1.17.2015 (one day
after the concern was filed for your review) our account records confirm that
this customer’s desired settlement has been met. Under internal order number[redacted] the customer has been provided with a store credit for the amount paid on the
loveseat and protection plan. This was completed as an extreme courtesy and our
company has made a valid effort to work above and beyond the company policy
guidelines we continually express in writing to please this customer’s
individual demands.
We consider this complaint closed at this time and encourage
the customer to reach out to us directly should any unforeseen need for follow
up occur at this time. We sincerely apologize again for the amount of time the
customer has had to spend on gaining the escalated resolution they originally
strived for.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Morning Revdex.com,
Thank you for providing this mediation service however in
this claim’s case the customer also left us a corporate voicemail that was
directly followed up on yesterday (3.31.2015). I have personally worked with
this customer, and provided documentations by email, to...
decipher the current
details of her account with us. I have sincerely apologized for the mistakes we
have made and the customer has been offered/accepted additional form(s) of our
apology from us as our way of making it right. The customer has my direct
contact information and I have made agreements to follow up again with this
customer on 4.2.2015.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I Call Bobs Discount Furniture store Customer Care at ###-###-#### and they agree to replace a "one time replacement" one of the item which my choice was the Headboard. They instead stated that they will be replacing the Headboard and Footboard since it is a one piece unit.
The replacement will be taking place on Saturday: November 29,2014. There Delivery man will be doing the exchange and replacement of the items Listed above.
I want to truly thank you guys at " Revdex.com" for making it HAPPEN :)) your input and resolution to my agony. Also Kudos directly to Bobs Discount Furniture Liaison for there professionalism and changing my outlook positively for there caring for Their CUSTOMERS. THANK YOU.
ONCE AGAIN THANK YOU "Revdex.com" FOR MAKING IT HAPPEN!!!
SATISFIED CONSUMER!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: [redacted],
Thank you for your response. So your protocol as you describe in your response to me Is just 1 phone call and than leave without any other types of communication. You don't go out of the truck and knock or ring a door bell like every other delivery company that I have dealt with my life. That's unacceptable by any means.
I saw the truck and what happened. I got tired of waiting. My girl friend and I were walking the dog. I was over a block away watching a white truck turn go down the street slowly. I was running hoping this was the truck and someone would get out and go to my door. I saw the truck stop at my house. I was close enough to see the guy in the passenger seat look at my house turn to the guy driving. I watched them take off. Please do not tell me I didn't see this happen. I understand this would be a different story if I didn't see this with my own eyes. At this point my trust is not there with your company as this whole delivery system does not work for me. I phone 1 call with no other types of attempts. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came. Sincerely,
[redacted]
I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smooth. This is definetly a crack, which just appeared. I still cant understand how a person, without actually looking at the material, and not a 2 D photo, can determine the origin.
Sincerely,
[redacted]
Good Afternoon [redacted],
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and...
while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.
Bob’s prides itself on providing quality service and the best
value product for the price. Our 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. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[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 I. Her 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 $100 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]
Good Morning Revdex.com,
We apologize for any disappointment
the customer has experienced with the bunk bed purchased from us.
Our records reflect that as a
business we addressed our customer’s concern fully on 3.10.2015 and the
customer has selected to use their credit in a purchase for new...
living room
furniture.
We look forward to pleasing our
customer with the new merchandise they have selected via the credit and
resolution we are providing.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because: Bobs is only (re) sending a technician out that said, "I can fix that water mark." The tech called back the store and put me on the phone with a man that said, I advised my technician NOT to fix the table and advise you to call [redacted]. I did that and because the people in charge of [redacted] look for any and all reasons to discredit the customer and deny the claim I then called back Bobs. I argued with a gentleman about a whole "other" issue not previously complained about to [redacted]. My table is peeling in the wood grains. This is by no fault of mine. I ONLY use the cleaner they provided. The same reason I needed to purchase a new table from bobs in March of 2014. My previous tables finish had completely worn off but I foolishly didn't report it in 2011. I was instructed by the salesman that NO MATTER WHAT happened to the finish in the first year that BOBs would replace it. Not only was my salesperson misleading but so was the [redacted] statement misleading. The woman from [redacted] expressed her apology for the company not pointing out the the hidden details that a claim can and will be denied. Yes they are sending a tech on Saturday to "touch up" the water mark but as for the one year warranty they are not abiding by their own policy as far as the peeling/chipped wood grains. This is infact, a defect. The finish of a table should not be coming off after a period of 7 months. I wish I had done my homework because the list of complaints about bobs services and [redacted] gimmick is plastered all over the Internet and in consumer reports. This is happening to many, many consumers and its a disgraceful business practice!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am currently in [redacted] and going downrange within a few hours if I don't respond is due to my undisclosed location in the [redacted].
Sincerely,
[redacted]
Good Morning [redacted],
I am very sorry for the disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our...
products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Morning Revdex.com,
Please pass on to [redacted] that she can contact one of my corporate colleagues
via email at: J[redacted].com
should she wish to continue her concern with a different party as she has
requested.
I am so sorry that my responses have left [redacted] so unsatisfied and I am
placed in this position as the highest level of Corporate Customer Care
available via this Revdex.com channel.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]