Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I do not accept this letter as a way to better the situationIf you are not willing to accept the return of the merchandise then I do expect the new dresser to be inspected prior to delivery on Saturday the 21stAs for the chest I would still like for someone to come out and repair it if possibleIf it is not possible to properly repair it then I will be need a partial refund for damaged merchandise.I do believe that I need to be compensated for having to wait two and a half months to receive all my merchandise and for my time and fuel running back to the store multiple times to make this problem go awayThis agreement still needs to be reached before this case can be closedIf someone does not pay you for 1/months you would charge interest on you would you not? I look forward to hearing back from you and getting this resolved
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit
Sincerely,
*** ***
Good Afternoon Revdex.com,
Please see the attached pictures (pages)
that we have included for your review on this claim
These pictures were taken by our technician
who visited the home on and explicitly show the abuse that this
merchandise has suffered from animal claws
The merchandise is also very far outside of
the direct Bobs Discount Furniture Warranty period we expressed on the sales
invoice at the time of purchaseThe customer did buy the *** *** *** but as the damage to this merchandise is so excessive we are not comfortable
referring the customer to this option as the claim will be denied for coverage
due to the extent that the animal was allowed to destroy this product to
Even though the merchandise is over two
years old and we have never received a claim of concern until now, we did send
out a technician at our own cost to try and rectify the concern our customer
reportedOur technician deemed that there was no defect to the frame of the
item and in locating the damages done by the pet we are regretfully unable to
become involved further for liability concerns
While we apologize that our customer is
unhappy with the product we are unable to offer resolution when the overall
condition and cause of the product’s demise is directly related to the
accumulated use the item has received in its environment
I truly wish I could offer this customer
recourse for her concerns however the pictures speak to the reasons why this merchandise
is in the shape it is in and our factory trained professional has reported
there are no manufacturing concerns albeit the merchandise is outside of its
warranty through Bobs Discount Furniture
We apologize to our customer that we are
unable to take responsibility for damages that are caused completely outside of
our control
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Day Revdex.com,
We have just received this information from you as of (Friday) and are responding to the customer via your channel on the earliest date available of (Sunday)
As of I personally spoke with *** *** via telephoneAt this time we are taking every precaution available to us to ensure that we provide *** *** with the remaining items from his sales order in pristine condition on
I have made *** *** aware that we will be as proactive as we possibly can in earning his trust back in our business and I have agreed to personally follow up with *** *** to confirm his satisfaction and discuss our further apology offers after the successful completion of his remaining merchandise on
Thank you for your assistance in mediation,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I spoke with Mrs*** today
(1.14.2015) and Bobs Discount Furniture has agreed to provide our customer with
a new seat casing as a courtesyI have disclosed the shipping details of this
casing to Mrs.*** and apologized to her for the lack of care her
concerns
have been met with at the *** company
We thank Revdex.com for providing us with
opportunity to make our customers happy
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon Revdex.com,
No where in my original response did I indicate that I had
shared photos or received photos from the *** company
Again - I will be happy to look into possible options for
resolution should I be provided with an accidental occurrence that caused the
damage present in the photosAt this time I await the customer’s response with
this information
Kind
Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture
We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the
opportunity to make our failures right by our valued customers
At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise
Kind Regards,
***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.Please contact whomever is responsible and tell them to provide the neccessary documents and picturesI bought the furniture from bob's so it is bob's responsibliy to take action
Sincerely,
*** ***
Complaint:***
I am rejecting this response because:Ma'am,This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone. Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures. Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't. So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together. This is your choice.
Sincerely,
*** ***
Good Day Revdex.com,
We have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
I apologize that our customer found my first response so disheartening and of course I would never make any assumptions or inclinations about a customer’s personality or traits in characterI feel it necessary to communicate again that I was perplexed as to where the customer had obtained one of our Customer Care employee’s full names
As the customer has made us aware that this information was provided to her via a Customer Care Agent we have listened to the recording that took place between our Customer Care Agent and this customer on We are sincerely sorry for the fact that our customer was provided incorrect information from our agent and that our Customer Care Management Team was not made aware of her request for follow upWe have addressed these concerns and failures directly with our agent and thank the customer for clarifying this information so we could research and provide the appropriate amount of care expected
Upon further review of this case an executive decision has been made to provide our customer with a factory fresh, replacement loveseatPlease ask that the customer contact our Customer Care Office at *** (Mon- Sat 6:30a-8:00p/Sunday 10:30a -7:00p) to schedule a date when we can bring the factory fresh replacement and take away the damaged merchandise currently in the homeI have created the necessary paperwork for this loveseat exchange and uploaded it to the customer’s accountFor the customer’s records the internal order numbers associated with this exchange are: *** *** ***I apologize again for the time our customer has had to spend seeking resolution to this concern and thank our customer for escalating her concern Kindest Regards, *** ***Bobs Discount FurnitureCorporate Customer Care Liaison
Good Morning Revdex.com,
Per our records the service on the 20th proved to be a
successful avenue for resolution regarding the merchandise concerns
At this time the customer’s account also indicates that a person
named ‘***’ spoke with our Customer Care Department on and agreed
to settle on a further apology amount of a $refund to the *** ***
financing account used to purchase this merchandiseThis refund has been fully
processed from our systems and can take up to full billing cycle to show on the financing bill/account
While we certainly appreciate the mediation assistance the Revdex.com
provides to each customer and our business, we have clearly continued as a retailer
to address this individual’s concerns directly the moment they are presented to
us and work out of our guidelines because we realize the level of
dissatisfaction this consumer is emulating as a result of our failures
Initially we offered our customer a Bobs Discount Furniture Gift
Card as a further form of apology for the inconvenience we causedNormally 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 failures are not part of the
daily operations that have helped us grow to be the 15th largest
furniture retailer in the U.S
After our failure has been
made right any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretionWe do not
offer apology amounts based off of any individual’s time
We have gone above and beyond and provided our customer with a
monetary refund amount in an extreme effort to meet their demands and we stand
behind the already offered and accepted amount of further apologyAs of now,
the customer’s original merchandise concern and demand for compensation has
been address directly by our businessWe consider this concern resolved and
should the customer seek assistance with another complaint we are always
available to help
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
I spent almost $on a product and $on a warranty plan that they failed to honorIf I used the $200, it would not cover the cost to replace/ fix the sofa, so I will then be forced to spend more money on a warranty that will not be honored.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response and will accept itHowever because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $as promised by Account Manager *** at the *** office when I returned *** callI have an scheduled pick up for this Saturday, October 18, and will receive a full refund within hours according to *** over at credit card refunds
I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers
Thank you for your help and time with all this
Best Regards,
*** ***
Before I contacted Bobs Directly I went ahead and followed the process to file a claimI was informed by *** that my issue was not covered but that bobs is responsibleI went ahead and contacted bobs and spoke with someone in the customer service department who agreed it was an issue that bobs is responsible to repairHe went ahead and set up the appointmentUpon inspection by the tech you guys so GENEROUSLY sent free of charge, a decision was made by the tech that the sofa is not repairable and due to the warranty I have with bobs furniture, bobs will either make the decision to send a tech with replacement parts to repair the sofa, replace the sofa, or if not available credit the amount paid to purchase something newTwo individuals that represent your company have agreed this is an issue that bobs needs to repair or replaceMyself, like many of your customers have been robbed due the "We have no further recourse" your claims department is trained to say.
Complaint:***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The last delivery was supposed to have a special part inspection, so obviously that didn't solve the problem.
Sincerely,
*** ***
Revdex.com:
I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon ***,
I sincerely apologize for the inconvenience the availability
of your merchandise/delivery has caused youI can understand your frustration
having been assured a delivery date previously and I truly wish we could get
this merchandise to you sooner than the current
scheduled date of
As this delivery is part of our extended delivery region
program we are unable to break up the delivery dates and make separate deliveries
of merchandise that may be available from our warehouse nowThis merchandise
is traveling to you in ** from our distribution center in ** and we must take
every precaution available to us to ensure the merchandise arrives to you in
the pristine condition you expect due to the lengthily trip it is making to
begin withYour account indicates that some of the merchandise we had
previously shown as being in stock was delayed from the vendor’s overseas
shipment which ultimately held back the rest of the shipment due to our inability
to deliver separate shipmentsWhile I certainly acknowledge your reasons for
feeling disappointed and seeking compensation Bob’s prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have a
delivery scheduled for to resolve your concern
If you still remain
unsatisfied after your merchandise has been fully received we can revisit your
account and discuss what option we may have to accommodate you further
Again I truly
apologize for the inconvenience this experience is causing you and that you are
still waiting on the furniture you purchasedIf there was anyway to get the
merchandise to you sooner, I assure you that we would take that route immediately
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Dear Revdex.com,
Rejection of this response seems very odd as we are clearly
trying to help our customer move forward via the mediation channel they have
chosen to open with you
Perhaps the customer provided our agent’s with alternate information
that what was listed in their original communication to you? The original
communication even denounces the following quote
“I do not
have the delivery form with me now buy will supply all the details along to
verify purchase.”
I will need the purchase information associated directly
with our business to move forward in assisting this customerPlease urge the
customer to verify this information so that this account can be researched and
possible resolution options may be presented following such verification
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
I do not accept this letter as a way to better the situationIf you are not willing to accept the return of the merchandise then I do expect the new dresser to be inspected prior to delivery on Saturday the 21stAs for the chest I would still like for someone to come out and repair it if possibleIf it is not possible to properly repair it then I will be need a partial refund for damaged merchandise.I do believe that I need to be compensated for having to wait two and a half months to receive all my merchandise and for my time and fuel running back to the store multiple times to make this problem go awayThis agreement still needs to be reached before this case can be closedIf someone does not pay you for 1/months you would charge interest on you would you not? I look forward to hearing back from you and getting this resolved
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because we have problems with bed which they tried to fix it many times,same things with side table and the mattress suppose to be firm which is not firm.So it not one thing whatever we bought all of product are defectives even their technician confirms that.So I like to have my refund not store credit
Sincerely,
*** ***
Good Afternoon Revdex.com,
Please see the attached pictures (pages)
that we have included for your review on this claim
These pictures were taken by our technician
who visited the home on and explicitly show the abuse that this
merchandise has suffered from animal claws
The merchandise is also very far outside of
the direct Bobs Discount Furniture Warranty period we expressed on the sales
invoice at the time of purchaseThe customer did buy the *** *** *** but as the damage to this merchandise is so excessive we are not comfortable
referring the customer to this option as the claim will be denied for coverage
due to the extent that the animal was allowed to destroy this product to
Even though the merchandise is over two
years old and we have never received a claim of concern until now, we did send
out a technician at our own cost to try and rectify the concern our customer
reportedOur technician deemed that there was no defect to the frame of the
item and in locating the damages done by the pet we are regretfully unable to
become involved further for liability concerns
While we apologize that our customer is
unhappy with the product we are unable to offer resolution when the overall
condition and cause of the product’s demise is directly related to the
accumulated use the item has received in its environment
I truly wish I could offer this customer
recourse for her concerns however the pictures speak to the reasons why this merchandise
is in the shape it is in and our factory trained professional has reported
there are no manufacturing concerns albeit the merchandise is outside of its
warranty through Bobs Discount Furniture
We apologize to our customer that we are
unable to take responsibility for damages that are caused completely outside of
our control
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Day Revdex.com,
We have just received this information from you as of (Friday) and are responding to the customer via your channel on the earliest date available of (Sunday)
As of I personally spoke with *** *** via telephoneAt this time we are taking every precaution available to us to ensure that we provide *** *** with the remaining items from his sales order in pristine condition on
I have made *** *** aware that we will be as proactive as we possibly can in earning his trust back in our business and I have agreed to personally follow up with *** *** to confirm his satisfaction and discuss our further apology offers after the successful completion of his remaining merchandise on
Thank you for your assistance in mediation,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
I spoke with Mrs*** today
(1.14.2015) and Bobs Discount Furniture has agreed to provide our customer with
a new seat casing as a courtesyI have disclosed the shipping details of this
casing to Mrs.*** and apologized to her for the lack of care her
concerns
have been met with at the *** company
We thank Revdex.com for providing us with
opportunity to make our customers happy
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon Revdex.com,
No where in my original response did I indicate that I had
shared photos or received photos from the *** company
Again - I will be happy to look into possible options for
resolution should I be provided with an accidental occurrence that caused the
damage present in the photosAt this time I await the customer’s response with
this information
Kind
Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good Afternoon Revdex.com,
I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture
We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the
opportunity to make our failures right by our valued customers
At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise
Kind Regards,
***
Bobs Discount Furniture
Corporate Customer Care Liaison
Complaint: ***
I am rejecting this response because:
Pictures have been submitted already and a report has been filed, whomever handles these issues for bob's furniture should forward all documents and pictures pertaining to this issue.Please contact whomever is responsible and tell them to provide the neccessary documents and picturesI bought the furniture from bob's so it is bob's responsibliy to take action
Sincerely,
*** ***
Complaint:***
I am rejecting this response because:Ma'am,This can get ugly real quickWe can sit here and exchange insults laced in professional jargon or we can look at some factual information:I have recently looked at your reviews on*** and *** and your company does not have a single satisfied customerWhen digging a little deeper on***, I can see that most of your reviews were made by customers so furious that the made a *** account just to let the general consumer know about the horrible serviceMost of these review deal with customer service reps over the phone. Regardless of the smell, the first delivery team could not delivery my bed on the designated date because it was brokenI was inconvenienced for another day where your delivery team actually put together furniture that was damagedThey did come back, yet another day and were asked to put the furniture in the garage, because I am afraid of the smellAlso, I was called with an automated survey, which I took, and claimed the service was badThey came four hours early and could not speak EnglishI'm assuming that this language barrier is why they checked 'OK' to declare how the delivery wentThis is not "going above and beyond" in anywayThis is business procedures. Those are factsNow lets get down to businessYou are a smart womanYou know that a dollar gift card to a company where I have told you I never want to go again is not adequateI believe a fair compensation would be cash refundThat would be dollars for the delivery fee and dollars for my timeI understand that Bobs does not want to compensate customers for their time, but you shouldYour drivers have come times, twice unsuccessfully and once more doing half a job, which my husband will have to finishYou should compensate me with a monetary value because it is the right thing to doThis is stressful on both of us, why not make it a good end result?I understand that you think that I am out for money, or I am a liar etcI am notI LIKE the pieceWe both like the pieceWe WANT to keep it, which is why we haven't tried to return itI assure you that this is my first complaint to the Revdex.com and if I were out for money for no real reason I would have dozens of complaints with the Revdex.com, and I don't. So you and I have the ability to do something positiveWhy don't you consider my offer of a monetary refund as legitimateYou have the opportunity to end with a happy customer, with no return sales and no bad reviews anywhere elseOR I can be just another miserable customerIn the end, one happy customer will keep this company afloat, it will make your superiors happy that we were able to come to a conclusion based on what both of us find adequate, and not just your company's idea of adequacyI see only positives from us working together. This is your choice.
Sincerely,
*** ***
Good Day Revdex.com,
We have just received this information from you as of today’s date (2.19.2015) and are responding to the customer via your channel on the same date (2.19.2015)
I apologize that our customer found my first response so disheartening and of course I would never make any assumptions or inclinations about a customer’s personality or traits in characterI feel it necessary to communicate again that I was perplexed as to where the customer had obtained one of our Customer Care employee’s full names
As the customer has made us aware that this information was provided to her via a Customer Care Agent we have listened to the recording that took place between our Customer Care Agent and this customer on We are sincerely sorry for the fact that our customer was provided incorrect information from our agent and that our Customer Care Management Team was not made aware of her request for follow upWe have addressed these concerns and failures directly with our agent and thank the customer for clarifying this information so we could research and provide the appropriate amount of care expected
Upon further review of this case an executive decision has been made to provide our customer with a factory fresh, replacement loveseatPlease ask that the customer contact our Customer Care Office at *** (Mon- Sat 6:30a-8:00p/Sunday 10:30a -7:00p) to schedule a date when we can bring the factory fresh replacement and take away the damaged merchandise currently in the homeI have created the necessary paperwork for this loveseat exchange and uploaded it to the customer’s accountFor the customer’s records the internal order numbers associated with this exchange are: *** *** ***I apologize again for the time our customer has had to spend seeking resolution to this concern and thank our customer for escalating her concern Kindest Regards, *** ***Bobs Discount FurnitureCorporate Customer Care Liaison
Good Morning Revdex.com,
Per our records the service on the 20th proved to be a
successful avenue for resolution regarding the merchandise concerns
At this time the customer’s account also indicates that a person
named ‘***’ spoke with our Customer Care Department on and agreed
to settle on a further apology amount of a $refund to the *** ***
financing account used to purchase this merchandiseThis refund has been fully
processed from our systems and can take up to full billing cycle to show on the financing bill/account
While we certainly appreciate the mediation assistance the Revdex.com
provides to each customer and our business, we have clearly continued as a retailer
to address this individual’s concerns directly the moment they are presented to
us and work out of our guidelines because we realize the level of
dissatisfaction this consumer is emulating as a result of our failures
Initially we offered our customer a Bobs Discount Furniture Gift
Card as a further form of apology for the inconvenience we causedNormally 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 failures are not part of the
daily operations that have helped us grow to be the 15th largest
furniture retailer in the U.S
After our failure has been
made right any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretionWe do not
offer apology amounts based off of any individual’s time
We have gone above and beyond and provided our customer with a
monetary refund amount in an extreme effort to meet their demands and we stand
behind the already offered and accepted amount of further apologyAs of now,
the customer’s original merchandise concern and demand for compensation has
been address directly by our businessWe consider this concern resolved and
should the customer seek assistance with another complaint we are always
available to help
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***I am rejecting this response because:please see attached photos and escalate the matter The pictures depict the issues which is color and height of piecesAlso I will state once again that the color is not the only issue there is an inch gap between the frames it does not line up.Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
I spent almost $on a product and $on a warranty plan that they failed to honorIf I used the $200, it would not cover the cost to replace/ fix the sofa, so I will then be forced to spend more money on a warranty that will not be honored.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response and will accept itHowever because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $as promised by Account Manager *** at the *** office when I returned *** callI have an scheduled pick up for this Saturday, October 18, and will receive a full refund within hours according to *** over at credit card refunds
I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers
Thank you for your help and time with all this
Best Regards,
*** ***
Before I contacted Bobs Directly I went ahead and followed the process to file a claimI was informed by *** that my issue was not covered but that bobs is responsibleI went ahead and contacted bobs and spoke with someone in the customer service department who agreed it was an issue that bobs is responsible to repairHe went ahead and set up the appointmentUpon inspection by the tech you guys so GENEROUSLY sent free of charge, a decision was made by the tech that the sofa is not repairable and due to the warranty I have with bobs furniture, bobs will either make the decision to send a tech with replacement parts to repair the sofa, replace the sofa, or if not available credit the amount paid to purchase something newTwo individuals that represent your company have agreed this is an issue that bobs needs to repair or replaceMyself, like many of your customers have been robbed due the "We have no further recourse" your claims department is trained to say.
Complaint:***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The last delivery was supposed to have a special part inspection, so obviously that didn't solve the problem.
Sincerely,
*** ***
Revdex.com:
I want to thank *** a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable He promised a new crew would come out and set up a safe bed for my daughter They came out on time and set everything up, as promised I really appreciate the fact that *** listened and helped meHopefully someone is reading this and realizes he made a huge difference in my experience with the companyHe turned everything around Thank you ***!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good Afternoon ***,
I sincerely apologize for the inconvenience the availability
of your merchandise/delivery has caused youI can understand your frustration
having been assured a delivery date previously and I truly wish we could get
this merchandise to you sooner than the current
scheduled date of
As this delivery is part of our extended delivery region
program we are unable to break up the delivery dates and make separate deliveries
of merchandise that may be available from our warehouse nowThis merchandise
is traveling to you in ** from our distribution center in ** and we must take
every precaution available to us to ensure the merchandise arrives to you in
the pristine condition you expect due to the lengthily trip it is making to
begin withYour account indicates that some of the merchandise we had
previously shown as being in stock was delayed from the vendor’s overseas
shipment which ultimately held back the rest of the shipment due to our inability
to deliver separate shipmentsWhile I certainly acknowledge your reasons for
feeling disappointed and seeking compensation Bob’s prides itself on providing you quality service and the best value
product for the priceOur primary focus is on making it right so that you are
satisfied with the product that you have purchased from usWe currently have a
delivery scheduled for to resolve your concern
If you still remain
unsatisfied after your merchandise has been fully received we can revisit your
account and discuss what option we may have to accommodate you further
Again I truly
apologize for the inconvenience this experience is causing you and that you are
still waiting on the furniture you purchasedIf there was anyway to get the
merchandise to you sooner, I assure you that we would take that route immediately
Kind Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***