Good Morning ***,
I am very sorry to learn of your disappointment with your *** *** PlanI assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denouncesThe *** *** Plan
is not intended to cover multiple occurrences of
damage as the detailed
contract and the sales flyer, we provide at the time of sale, indicatesI
believe *** feels that this type of accident, causing damage to several items
of furniture could have been prevented therefore they are unwilling to assist
you furtherAs Bobs Discount Furniture is a separate company entirely we do
not have the authority to overturn their judgments on claims
I do apologize that
the third party company who manages this plan did not apply any care and
empathy to your case when you initially called and I have reviewed your case in
further detail as well as reviewed the photos you submitted to the *** company
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental
occurrence of damage being reportedAs depicted in the photos your merchandise
is in great condition besides the damages you are reporting from ‘nail polish
remover’Bobs Discount Furniture will honor the terms of the *** contract
and offer you options for resolution in the same nature *** would have if
your claim was accepted under the protection plan you purchased
The plan grants you unlimited parts and service repair for
five years, in the event that the item cannot be repaired or parts will not fix
the damage, the plan will pay for a one time replacement of the affected
furnitureShould you choose the replacement option or if the replacement
option is necessary 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protection plan and the plan is no longer active on the items that have been replaced
I am not entirely certain we can service this damage back to
showroom quality but if you would like to visit this option first we can
attempt to repair the damage for you
Should you wish to have the affected items replaced and use
up the *** *** Protection you purchased on these items you may also select
this option and we can schedule to have these pieces even exchanged for you
As you have opened a claim thru the Revdex.com
channel you may respond to me directly thru this channel indicating how you
would like to proceed or you can contact our Customer Care Offices at
###-###-#### to schedule the service or one time exchange on the affected
pieces
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. It is unfortunate that it had to be escalated to this, and that a simple returned phone call could have avoided all of this. Hopefully going forward, as a company, they review and learn from their mistakes by proper training of employees or managementSincerely, *** ***
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner.
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,
As indicated previously
we are currently still handling this concern directlyWhile your mediation
channel is greatly appreciated I have personally continued to follow up with
*** *** with the most updated information we have
The package we
originally sent thru *** was lost in transit beyond our control, to correct
this concern *** will be picking up another shipment of two motors from our
** *** *** today (2.27.2015) and the customer has been provided
with a direct phone number to contact me on once this shipment is received
In the unexpected
event that the replacement motor does not solve this chair’s concern we have
multiple other options for resolution available to this customer to resolve
this concernWe have been, are, and will continue to address this concern with
the care and attention it deserves
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on and
are responding to you same day
The refunds show fully processed to the customer from our
end and we expect that the customer has received these funds back to their
original method of payment at this time
Unless the customer is in need of any further assistance
from us, as of right now we consider this complaint resolved
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
I have
contacted *** today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address)I am very sorry for the
frustrations *** has
endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with
I
eagerly await *** contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
We apologize that *** remains so dissatisfied
with the outcome of this complaintWe certainly understand her frustration and
we are sorry that we have no recourse to offer when the concern is completely beyond
our controlBobs Discount Furniture was not present in *** home during
that service therefore it is inappropriate for our company to work off of *** perception of this technician and his behaviors while in her residence
*** *** *** is designed to
cover pet bodily fluid stains from a one time occurrence and Bobs Discount
Furniture did not deny *** claim as we do not directly cover accidental
damages to begin with*** records indicate that the damage to this
furniture is extensive and doesn’t appear to be that of a single incident occurrence
We are not able to overturn the choices or guidelines of a company we do not
manageAs a courtesy we can offer to refund the cost of *** *** *** *** and we apologize again that we have no recourse to offer for the animal
damage that is present on this product
If the customer is seeking a different outcome she
would want to pursue this matter with the *** company directly as this is
the company she has been working with all along for this concern
Sincerely,
*** ** ***
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,
*** ***
Complaint:***
I am rejecting this response because: I just have a hard time believing anything this company says at this pointI was promised a gift card that I should have received over a week ago that still hasn't arrived My husband (against my better judgment) would like to purchase a tv stand to go with our bedroom furniture He does not want it to be delivered and plans to pick it up from the store I told him to wait so that he could use the gift card towards the purchase It's been the longest 5-business days I've ever heard of. As far as contacting customer service in regards to my issue after the 17th is not a problem However I do think it will be a waste of time because I've called them before and gotten no where I even spoke to a supervisor who refused to give me any compensation over $ That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your companyI spoke with*** and *** in your cooperate customer service office I explained my entire situation and they could care less I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are I'm tired of going around un circles with you people Maybe I should contact the media so that everyone could be aware of how you truly do business If you continue with these practices you won't be in business long
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 damage that this merchandise has sufferedWhile 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 current state is directly related an event (or several events) that occurred to this merchandise in its environment
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have receivedThe Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchaseFor these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approvedWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided)It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of saleIn regards to the damage associated with this specific consumer complaint we ask that you again review the photos attachedBobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect natureAs a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection planThis claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directlyWe have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental eventLike many other protection plans the coverage excludes acts of wear and tear or accumulated damagesAs indicated above these parameters are expressed on our sales flyer for this portion of the protection plan
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, 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 Customer Care Corporate Liaison %
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning ***,
We are truly sorry that the
merchandise you set out to order became unavailable to youI completely understand
your frustration and disappointment and assure you that Bobs Discount Furniture
does not routinely set out to make agreements with our customers that
we
believe will fail
Bobs
Discount Furniture does not offer “Layaway”; we provide a program called ‘Price
Protection’ which is what your order was written underThe price protection
program is designed to be used for customers who do not have the money to pay
for an order immediately or do not want delivery within four weeksIt is
similar to a layaway; however, the furniture is not reserved for the customer
during the time of the price protectionThe price of the furniture will be
locked for the customer for up to one full yearIf the price increases the
customer is protected and the price of their order will remain the sameThe
customer can not receive delivery until the merchandise is paid in fullI have
included a copy of the ‘Price Protection Agreement Form’ that you signed on the
day of purchase and this form clearly indicates that the merchandise will not
be held specifically for you like a “Layaway” wouldIn no way does this policy
or document depict that we are offering the service of “Layaway”I can also
understand your aggravation with waiting on a check reimbursement from the
payments you made on the sales orderThis policy and procedure for refunding
cash or check payments was provided to you via your original sales invoice that
you received at the initial time of sale
Again
we are very sorry if there was any confusion presented during you time of sale
on our end and we will address the retail location you specifically worked with
as to why you were not made aware of the change in Inventory Status when the
merchandise became unavailable to usI do believe this change was very recent
and as unexpected to us as it was to youThere are many things that could have
occurred to make this change like the vendor going out of business or the set
being dropped from the manufacturer’s production lineAs the retailer, it was
never out intention to disappoint you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product continues to
cause our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
Bob’s prides itself on providing quality
service and the best value product for the priceOur primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from usWe do not deliver “used” product
under the pretense that the product is new and as the retailer we have taken
full responsibility for the damages that may have occurred at the factory
overseas or during the extensive transit the merchandise endures prior to
arriving to our customer
We have resolved the majority of the
original product concerns and delivered the customer the majority of their merchandise
originally expected in good conditionWhile it is far beyond our policies
to do so, we addressed this customer’s high level of aggravation by offering a
further form of apology right away (two days after the original delivery) of
monetary meansAs indicated above our business normally seeks to make the
concern right (honoring our original agreement with the consumer) before
providing a further form of apologyAs the issues occurred with the delivery
we refunded the delivery fee chargedAgain on we offered another
apology in the form of a Bobs Discount Furniture Gift Card prior to the
concerns being fully resolved
We currently have an even exchange
scheduled for the foundation on to resolve the remaining cosmetic
concern with this merchandise
We have continued as a business to address
this individual’s concern the moment it is presented to us and work out of our
guidelines because we realize the level of dissatisfaction this consumer
is emulating as a result of our failuresOnce the foundation has been
exchanged any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretionWe do not
offer apology amounts based off of any individual’s time and we are unable to
offer a discount off of factory fresh product that stands in the home in good
condition
At this time we are looking forward to completely
resolving this customer’s concern on and should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
Please
pass on our apologies for the frustration and the alarm this issue has caused
to our customer
Bobs
Discount Furniture genuinely cares for all of our customers and stands behind
the quality and value of all the products we sell
While we
are
unable to pick up, remove, or dispose of the mattress set due to the heavy
staining this set has endured we will offer to provide this customer with a
store credit for the amount originally paid to us for the mattress set ($325.54)
The customer can use this store credit to visit a showroom location (or contact
one via telephone) to set up another purchase for a new mattress set
We will also
offer to cover the charge of delivering a new sleep set as an additional
courtesy to this customer; again we are NOT
able to remove the current mattress or foundation from this homeI have
populated the store credit within our system and the credit number the customer
can use as a reference with any of our associates is ***
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
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
Bob's Furniture has agreed to service my furniture and fix the issueOnce service is received, if not acceptable I will contact the Revdex.com again
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:
I have a small issue with one of my 'Arm Chair' that I have bought from 'Bobs Furniture' One of the 'Arm chair' arm came off, since I have bought the warranty wanted to file a claimContacted the Guardian company
to file a claim and they say it is not covered because the wood is not broken apart Contacted 'Bobs Furniture' local store where I have bought it, they say it is not covered because it is past one year and I am not residing
at same address when I bought this furniture So my question to 'Bobs furniture' is why do you sell these fake warranties that doesn't work for consumers? When we are in store to buy furniture we are just carried away
with sales people by trusting them, now when it comes to actual claims the story changes degrees If you are in my shoes what would you do?Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
We have already took pictures and sent then to Gaudian weeks agoWe still have not heard anything else on their endFix the couch or give us back the $199.99.
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)
We apologize that *** remains so dissatisfied; the recorded calls were pulled and verified by myself and other members of our Customer Care Management StaffRegretfully the information that this customer is presenting as a dispute is as we did not verbally agree to waive a new delivery fee on the new sales order
In terms of best business practice, we are taking back a mattress that has no factory defect concerns and must be sent to trash due to it being a used productThis is a total loss for our company and while we are happy to take on this loss in an effort to please our clients, it remains obvious as to why any business would expect a new delivery fee be paid on a brand new sales order for a new product
On top of the evidence that supports the verbally expressed communications our ‘Mattress Satisfaction Policy’ (available online or on our customer’s sales receipts) also articulates this charge accurately (See the bold underlined section below)
MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at *** *** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our comfort guaranteeWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee.***
Bobs Discount Furniture truly wishes that we could offer recourse to every customer with a concern and we apologize again that we have no further recourse to offer relating to this individual’s concern
Sincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage)...
of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: No call was answered on 11/09/2014, they left a message asking for me to call them back with my credit card number. I have the message saved of time and day they called to confirm that they are not being truthful. This refund should have been done on 10/10/2014, but they kept me waiting and playing games with my time. I've called them, I visited the store many times as no phone calls where ever returned regarding my refund. I have sat at the store waiting for the manager or whom ever they said could issue a credit. Only to be told that no one was available. My time wasted in waiting for delivery all day three times and also time it took to fix the damaged couch, and missing work. I feel I am entitled to some kind of compensation for the bad customer service I have been given. If I didn't go through Revdex.com I would still be waiting for a response.
Sincerely,
[redacted]
Good Morning ***,
I am very sorry to learn of your disappointment with your *** *** PlanI assure you that this plan is extremely valuable when used
within the appropriate guidelines that the plan denouncesThe *** *** Plan
is not intended to cover multiple occurrences of
damage as the detailed
contract and the sales flyer, we provide at the time of sale, indicatesI
believe *** feels that this type of accident, causing damage to several items
of furniture could have been prevented therefore they are unwilling to assist
you furtherAs Bobs Discount Furniture is a separate company entirely we do
not have the authority to overturn their judgments on claims
I do apologize that
the third party company who manages this plan did not apply any care and
empathy to your case when you initially called and I have reviewed your case in
further detail as well as reviewed the photos you submitted to the *** company
Like many other protection plans, sold on automobiles,
electronics, and home appliances, there is a reasonable expectation that the
merchandise has been kept in overall good condition prior to the accidental
occurrence of damage being reportedAs depicted in the photos your merchandise
is in great condition besides the damages you are reporting from ‘nail polish
remover’Bobs Discount Furniture will honor the terms of the *** contract
and offer you options for resolution in the same nature *** would have if
your claim was accepted under the protection plan you purchased
The plan grants you unlimited parts and service repair for
five years, in the event that the item cannot be repaired or parts will not fix
the damage, the plan will pay for a one time replacement of the affected
furnitureShould you choose the replacement option or if the replacement
option is necessary 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
I am not entirely certain we can service this damage back to
showroom quality but if you would like to visit this option first we can
attempt to repair the damage for you
Should you wish to have the affected items replaced and use
up the *** *** Protection you purchased on these items you may also select
this option and we can schedule to have these pieces even exchanged for you
As you have opened a claim thru the Revdex.com
channel you may respond to me directly thru this channel indicating how you
would like to proceed or you can contact our Customer Care Offices at
###-###-#### to schedule the service or one time exchange on the affected
pieces
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. It is unfortunate that it had to be escalated to this, and that a simple returned phone call could have avoided all of this. Hopefully going forward, as a company, they review and learn from their mistakes by proper training of employees or managementSincerely, *** ***
Dear Revdex.com, We accept the check in that amount of $as stated The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan Thank you for your cooperation in this manner.
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,
As indicated previously
we are currently still handling this concern directlyWhile your mediation
channel is greatly appreciated I have personally continued to follow up with
*** *** with the most updated information we have
The package we
originally sent thru *** was lost in transit beyond our control, to correct
this concern *** will be picking up another shipment of two motors from our
** *** *** today (2.27.2015) and the customer has been provided
with a direct phone number to contact me on once this shipment is received
In the unexpected
event that the replacement motor does not solve this chair’s concern we have
multiple other options for resolution available to this customer to resolve
this concernWe have been, are, and will continue to address this concern with
the care and attention it deserves
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Day Revdex.com,
Our offices are in receipt of this response on and
are responding to you same day
The refunds show fully processed to the customer from our
end and we expect that the customer has received these funds back to their
original method of payment at this time
Unless the customer is in need of any further assistance
from us, as of right now we consider this complaint resolved
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com,
I have
contacted *** today (9.16.2014) at the telephone number he has provided
within this complaint and left him a voicemail containing my direct contact
information (telephone number and email address)I am very sorry for the
frustrations *** has
endured based off of our continued failures and seek
the opportunity to work with him directly so I may ensure that he receives the
proper amount of care and empathy he should have initially been presented with
I
eagerly await *** contact as I genuinely wish to help him resolve his
concerns and earn his trust back in our business
Kind Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good
Afternoon Revdex.com,
We apologize that *** remains so dissatisfied
with the outcome of this complaintWe certainly understand her frustration and
we are sorry that we have no recourse to offer when the concern is completely beyond
our controlBobs Discount Furniture was not present in *** home during
that service therefore it is inappropriate for our company to work off of *** perception of this technician and his behaviors while in her residence
*** *** *** is designed to
cover pet bodily fluid stains from a one time occurrence and Bobs Discount
Furniture did not deny *** claim as we do not directly cover accidental
damages to begin with*** records indicate that the damage to this
furniture is extensive and doesn’t appear to be that of a single incident occurrence
We are not able to overturn the choices or guidelines of a company we do not
manageAs a courtesy we can offer to refund the cost of *** *** *** *** and we apologize again that we have no recourse to offer for the animal
damage that is present on this product
If the customer is seeking a different outcome she
would want to pursue this matter with the *** company directly as this is
the company she has been working with all along for this concern
Sincerely,
*** ** ***
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,
*** ***
Complaint:***
I am rejecting this response because: I just have a hard time believing anything this company says at this pointI was promised a gift card that I should have received over a week ago that still hasn't arrived My husband (against my better judgment) would like to purchase a tv stand to go with our bedroom furniture He does not want it to be delivered and plans to pick it up from the store I told him to wait so that he could use the gift card towards the purchase It's been the longest 5-business days I've ever heard of. As far as contacting customer service in regards to my issue after the 17th is not a problem However I do think it will be a waste of time because I've called them before and gotten no where I even spoke to a supervisor who refused to give me any compensation over $ That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your companyI spoke with*** and *** in your cooperate customer service office I explained my entire situation and they could care less I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are I'm tired of going around un circles with you people Maybe I should contact the media so that everyone could be aware of how you truly do business If you continue with these practices you won't be in business long
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 damage that this merchandise has sufferedWhile 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 current state is directly related an event (or several events) that occurred to this merchandise in its environment
As I wasn’t present during the time of sale it is inappropriate for me to comment on what may or may not have occurred and we will certainly address the alleged sales presentation the customer cites to have receivedThe Goof Proof Plus Protection Plan is extremely extensive and offers various types of coverage to our customers, our sales professionals are expected to present a general overview at the time of sale as we understand that it is possible for many details and disclosures to be lost during such an exciting and meaningful purchaseFor these reasons and many more we provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, Guardian is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approvedWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru Bobs (also indicated on the sales flyer provided)It would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of saleIn regards to the damage associated with this specific consumer complaint we ask that you again review the photos attachedBobs Discount Furniture cannot offer recourse on this concern as per the evidence provided this is not of a factory defect natureAs a retailer it is not suitable for us to assume we know exactly what occurred in the home to cause this concern however in our industry these type of markings and their placement are most commonly related to damage occurrences caused in the environment the merchandise is kept in
The customer has the right to make a claim thru the Guardian company /accidental damage portion of their protection planThis claim and information provided is relayed from the customer to Guardian and would not involve Bobs Discount Furniture directlyWe have put forth the effort to advise the customer that regretfully we do not believe this concern will be approved by Guardian due to the fact that Guardian is designed to cover a variety of damages that can occur from a one time accidental eventLike many other protection plans the coverage excludes acts of wear and tear or accumulated damagesAs indicated above these parameters are expressed on our sales flyer for this portion of the protection plan
The reasons for this merchandise’s current state are not related to factory defects or a fault of our business, 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 Customer Care Corporate Liaison %
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Good Morning ***,
We are truly sorry that the
merchandise you set out to order became unavailable to youI completely understand
your frustration and disappointment and assure you that Bobs Discount Furniture
does not routinely set out to make agreements with our customers that
we
believe will fail
Bobs
Discount Furniture does not offer “Layaway”; we provide a program called ‘Price
Protection’ which is what your order was written underThe price protection
program is designed to be used for customers who do not have the money to pay
for an order immediately or do not want delivery within four weeksIt is
similar to a layaway; however, the furniture is not reserved for the customer
during the time of the price protectionThe price of the furniture will be
locked for the customer for up to one full yearIf the price increases the
customer is protected and the price of their order will remain the sameThe
customer can not receive delivery until the merchandise is paid in fullI have
included a copy of the ‘Price Protection Agreement Form’ that you signed on the
day of purchase and this form clearly indicates that the merchandise will not
be held specifically for you like a “Layaway” wouldIn no way does this policy
or document depict that we are offering the service of “Layaway”I can also
understand your aggravation with waiting on a check reimbursement from the
payments you made on the sales orderThis policy and procedure for refunding
cash or check payments was provided to you via your original sales invoice that
you received at the initial time of sale
Again
we are very sorry if there was any confusion presented during you time of sale
on our end and we will address the retail location you specifically worked with
as to why you were not made aware of the change in Inventory Status when the
merchandise became unavailable to usI do believe this change was very recent
and as unexpected to us as it was to youThere are many things that could have
occurred to make this change like the vendor going out of business or the set
being dropped from the manufacturer’s production lineAs the retailer, it was
never out intention to disappoint you
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product continues to
cause our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
Bob’s prides itself on providing quality
service and the best value product for the priceOur primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from usWe do not deliver “used” product
under the pretense that the product is new and as the retailer we have taken
full responsibility for the damages that may have occurred at the factory
overseas or during the extensive transit the merchandise endures prior to
arriving to our customer
We have resolved the majority of the
original product concerns and delivered the customer the majority of their merchandise
originally expected in good conditionWhile it is far beyond our policies
to do so, we addressed this customer’s high level of aggravation by offering a
further form of apology right away (two days after the original delivery) of
monetary meansAs indicated above our business normally seeks to make the
concern right (honoring our original agreement with the consumer) before
providing a further form of apologyAs the issues occurred with the delivery
we refunded the delivery fee chargedAgain on we offered another
apology in the form of a Bobs Discount Furniture Gift Card prior to the
concerns being fully resolved
We currently have an even exchange
scheduled for the foundation on to resolve the remaining cosmetic
concern with this merchandise
We have continued as a business to address
this individual’s concern the moment it is presented to us and work out of our
guidelines because we realize the level of dissatisfaction this consumer
is emulating as a result of our failuresOnce the foundation has been
exchanged any additional accommodation we feel adequate to offer to the
customer is a form of our apology and at our internal discretionWe do not
offer apology amounts based off of any individual’s time and we are unable to
offer a discount off of factory fresh product that stands in the home in good
condition
At this time we are looking forward to completely
resolving this customer’s concern on and should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
We will review the account and already processed compensation at
that time and determine what, if anything, further we are able to offer
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***
Good Morning Revdex.com,
Please
pass on our apologies for the frustration and the alarm this issue has caused
to our customer
Bobs
Discount Furniture genuinely cares for all of our customers and stands behind
the quality and value of all the products we sell
While we
are
unable to pick up, remove, or dispose of the mattress set due to the heavy
staining this set has endured we will offer to provide this customer with a
store credit for the amount originally paid to us for the mattress set ($325.54)
The customer can use this store credit to visit a showroom location (or contact
one via telephone) to set up another purchase for a new mattress set
We will also
offer to cover the charge of delivering a new sleep set as an additional
courtesy to this customer; again we are NOT
able to remove the current mattress or foundation from this homeI have
populated the store credit within our system and the credit number the customer
can use as a reference with any of our associates is ***
Kindest
Regards,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
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
Bob's Furniture has agreed to service my furniture and fix the issueOnce service is received, if not acceptable I will contact the Revdex.com again
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:
I have a small issue with one of my 'Arm Chair' that I have bought from 'Bobs Furniture' One of the 'Arm chair' arm came off, since I have bought the warranty wanted to file a claimContacted the Guardian company
to file a claim and they say it is not covered because the wood is not broken apart Contacted 'Bobs Furniture' local store where I have bought it, they say it is not covered because it is past one year and I am not residing
at same address when I bought this furniture So my question to 'Bobs furniture' is why do you sell these fake warranties that doesn't work for consumers? When we are in store to buy furniture we are just carried away
with sales people by trusting them, now when it comes to actual claims the story changes degrees If you are in my shoes what would you do?Sincerely,*** ***
Complaint: ***
I am rejecting this response because:
We have already took pictures and sent then to Gaudian weeks agoWe still have not heard anything else on their endFix the couch or give us back the $199.99.
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)
We apologize that *** remains so dissatisfied; the recorded calls were pulled and verified by myself and other members of our Customer Care Management StaffRegretfully the information that this customer is presenting as a dispute is as we did not verbally agree to waive a new delivery fee on the new sales order
In terms of best business practice, we are taking back a mattress that has no factory defect concerns and must be sent to trash due to it being a used productThis is a total loss for our company and while we are happy to take on this loss in an effort to please our clients, it remains obvious as to why any business would expect a new delivery fee be paid on a brand new sales order for a new product
On top of the evidence that supports the verbally expressed communications our ‘Mattress Satisfaction Policy’ (available online or on our customer’s sales receipts) also articulates this charge accurately (See the bold underlined section below)
MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at *** *** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our comfort guaranteeWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee.***
Bobs Discount Furniture truly wishes that we could offer recourse to every customer with a concern and we apologize again that we have no further recourse to offer relating to this individual’s concern
Sincerely,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
Please pass on our apologies to our customer for the disappointment
they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug
was acquired out of our clearance ‘AS IS’ center and the stipulation of the
additional discount (due to no warranty coverage)...
of the rug was clearly
expressed to our customer at the time of purchase.
Our records indicate that on 2.21.2015 the customer reported to us
that there was a hole in the rug from the table leg (this is not a table that
is associated with Bobs as far as I can tell). Based on this report along with
the fact that this purchase was provided to the consumer in an ‘AS IS’
agreement regretfully means that we are unable to take ownership for the
current or future condition of this product. As a retailer we aren’t even able
to determine if the product is defective or not (the rug could be experiencing a
normal wear and tear pattern from use in its specific environment) due to the circumstance
that no warranty exists on this product.
As an extreme courtesy and a further form of one time apology we
can offer to provide the customer with a Bobs Discount Furniture Gift Card for
$25.00. Should the customer wish to accept this courtesy offer please ask that
they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).
Kindest
Regards,
[redacted]
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: No call was answered on 11/09/2014, they left a message asking for me to call them back with my credit card number. I have the message saved of time and day they called to confirm that they are not being truthful. This refund should have been done on 10/10/2014, but they kept me waiting and playing games with my time. I've called them, I visited the store many times as no phone calls where ever returned regarding my refund. I have sat at the store waiting for the manager or whom ever they said could issue a credit. Only to be told that no one was available. My time wasted in waiting for delivery all day three times and also time it took to fix the damaged couch, and missing work. I feel I am entitled to some kind of compensation for the bad customer service I have been given. If I didn't go through Revdex.com I would still be waiting for a response.
Sincerely,
[redacted]