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Sentinel Industries, Inc

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Reviews Sentinel Industries, Inc

Sentinel Industries, Inc Reviews (2227)

BOB FURNITURE CUSTOMER SERVICE STINKS, THEY CALL YOU BUT THE CALLER ID DOES NOT SAY BOBS FURNITURETHE PERSON DOES NOT GET OUT OF THE CARTHAT IS JUST BEING LAZYI WAS TOLD THEY WOULD SEND THE SERVICE PERSON BACKCALLED TWO HOURS LATERREP INFORM ME THAT IT WAS CANCELED COMPLETLYTHIS IS STUPID

Good Morning Revdex.com,
Please give *** my apologies for the disappointment she
is experiencing with her productAfter reviewing ***’s account our records
show that we went to ***’s home on when she initially reported
her concernsAt the time we agreed to go to the home as a courtesy to see if
we could help ***, she was already outside of the Bobs Discount Furniture
Warranty associated with this merchandiseOur technician did make any repairs
he could to ***’s merchandise and also logged that there were several
instances of customer cause damages and wear and tear on these productsThis
service was provided to *** from Bobs as a courtesy and there was no cost
to *** for our technician’s labor
*** did purchase a protection plan for her merchandise at
this time of saleThis protection plan does not extend the manufacturing
warranty on ***’s setThis protection plan, managed through the *** company,
offers coverage against damages that occur as a result of an accident***
is a national company and provides protection plans for many furniture
retailers, in order to keep their plan fair for all consumers understandably
there are exclusions to what is covered under this planI have looked even
further into ***’s product warranty and verified with the manufacturer/maker
of this set (*** Furniture) that the material is not warrantied through
their company for any period of timeThe manufacturer/maker of this product
does offer a limited lifetime warranty on their reclining mechanisms, frame of
the sofa and loveseat (under use), and springsIf *** is having
issues with these parts of her product she may contact Bobs Discount Furniture
Customer Care Office (###-###-####) and we can offer to service or order parts
for her under the evidence that her concerns stem from a factory defect
As a business we have made every effort to locate an
available avenue for resolving ***’s concerns with the material of her set
We covered the cost of sending a technician to ***’s home when she made us
aware of her concern and we reviewed the photos *** sent us with our
Service Management Staff to ensure we were looking at ***’s claim from all
anglesLike many other retailers, regretfully we are unable to take responsibility
for damages that occur beyond a product’s warranty periodBobs Discount
Furniture truly wishes to help every customer who has a concern and we are
truly sorry that we have no further recourse to offer *** in the case of
the material concerns she has with her productAgain, if there are other
concerns with ***’s reclining mechanism, frame, or springs Bobs can offer
service to our customer on those portions only

I bought the *** *** Plan with my purchase of a sectional last year with the warranty stating it covers EVERYTHINGThey cover what they want to cover then make up excuses for denying your claimWe have an accidental food stain on our sectional that *** (the 3rd party insurance you purchase for accidental damages) and Bob's refused to coverThey said because I didn't say it was "accidental" I am not coveredIt's just a never ending argument instead of a smooth customer service experienceAfter numerous calls, emails and us sending them the pictures of the damaged furniture, they came back saying "Sorry cannot cover"Spoke to an Account Manager in CT as well, explained the whole situation and requested for a replacement of that side of the sectional but in vainShe said, "No recourse option available from us"So where is the customer supposed to go? This way they will be out of business in no time! Awful warranty service and an even worse *** *** for which you pay so much does not cover ANYTHINGBasically, if there's any damage to your furniture just know that they will NOT help you repair it or replace it

Good
Afternoon Revdex.com,
Please pass on our apologies to *** *** ***. I do absolutely see there was a
tremendous lack of communication on this account. The store should have updated them that there
were pieces that were unavailable, giving them the option to wait or
reselect. When the agent offered them
the delivery fee to be returned to them as compensation, they should have explained
to them that we needed them to call into either the store or customer care to
set up that refund, as we do not keep credit cards numbers on file, for
security reasons. Lastly, when the
customer called in to check the status of the refund, it should have been immediately
clear that the paperwork was not created and that should have been
corrected. I do see that this credit has
now posted to the customer’s accountTo have the customer wait months for a
refund is not acceptable. I have
submitted for the customer to be sent a gift card in the amount of $as an
apology for our poor communication and lack of regard for their time.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
am rejecting this response because: I accept the option to initiate his ‘one time replacement’ option using his Goof Proof Protection on this specific item but how do you do this
***
Sincerely,
*** ***

Good Afternoon *** ***,
I apologize for the issues you have experienced with your furniture as well as the difficulty accessing your available store creditI understand that this the second claim you have filed with
the Revdex.com.
I've reviewed your account with our Accounting department and found that a clerical issue was preventing the store and customer care from being able to access your credit; I assure that we have corrected the paperwork, internally and the credit of $78.59, is now available for you to use
As for the slats, our records indicate that we are scheduled to have the technician install new ones when he goes to your home to install the drawer tracks; if you prefer I can have new slats delivered rather than wait for the technician to arriveThe alternative to using wooden slats would be for you to purchase one our conventional metal frames that hook on to the headboard/footboard and uses a metal center support bar, as opposed to wooden slats; that type of frame ranges from $60-$The dresser tracks have been ordered and will be shipped directly to you, once you receive them please contact our customer care department to schedule an installation appointment
Your patience and business is appreciatedWe apologize for the inconvenience
Sincerely,
*** ***

Good Afternoon Revdex.com,
0in 0in 10pt;">
Our Customer Care Offices have been researching this ***
Claim with *** on the customer’s behalf and as of today (10.21.2015) we contacted the
customer and left messages on ###-###-#### and phone number
###-###-####
As the customer’s claim for damage is being handled by
the *** company the customer will want to contact the *** company to
complete the processing of this claim
As of today (10.21.2015) *** is seeking that the
customer call them back by to accept one of the options they have in
place for resolutionThey currently have two different options available to
disclose to the customer
We do apologize for any frustration this claim’s process has
caused our customer to experience however at this time the protection plan sold
has not failed our customer
Please advise the customer to make direct contact with *** by
so their claim can be completed and resolution processed
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon ***
"background: white; line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary
I have reached out to our parts department
to check with the vendor. If I do not
get an answer with a satisfactory timeframe, I will be offering alternate
recourse. If I do get an answer that the
casing is on its way to you we will be compensating you for the very long
period you have been left waiting
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms. ***,I have reviewed your account history with Bob's Discount Furniture as well as contacted our internal Guardian goof proof department to gain a better understanding of your recent claims.Goof proof is designed to provide coverage against most common
types of in home accidental damage, when properly reportedThere have been two claims filed since 2013; the first claim was reported in August and detail issues with the loveseat leaning to one side, springs popping out and a broken leg on the dining chair- all of which you stated occurred while the merchandise was being moved or in transitThat claim was denied for the following reasons; * Frame damage unless the result of a specific accident is not covered. *Damage that occurs during transit is not covered *The damage was not reported within the required timeframe.One year later you reported similar damage but because the previous damage had not been repaired, the claim was denied. Although the one year manufacturer warranty has expired, if you send photos of the loveseat we may be able to explore the option of service or partsPictures can be attached to this complaint.Thanks,***

Good
Morning Revdex.com,
"margin: 0in 0in 0pt;">I spoke with
*** via telephone regarding this concernI do apologize that we are unable to
offer *** the desired settlement that she seeksWe were willing to offer our
customer a store credit so that she could get a complete matching bedroom set
and she refused this as she explained that she has already purchased a bed
elsewhere*** indicated that she would like us to reimburse her for the bed
she purchased somewhere else and I apologized that this option would not be
possible*** also explained that she had some concerns with the they way her
credit card information was processed at the retail location she purchased from
and I have submitted a communication to my Loss Prevention Department to look
into this concern further, but have assured *** that our store phone lines are
not recorded and I am confident that there isn’t a reason for her to be
concerned about the security of her credit card informationWe also spoke
about *** being told that this “set” didn’t come with a full bed, this is
untrue and I will be investigating the recorded call to ensure our team is
properly educating our customers on product knowledgeThe “Sugar and Spice”
set does offer a package that comes with a complete bed and also offers a
package that comes with just a headboard as many customer’s choose to hook a
decorative headboard to a metal frame
We at Bobs
Discount Furniture understand that our customer’s are not commonly furniture
professionals and we do expect that our salespeople completely confirm invoices
with our customers prior to our customer leaving our showroom, we thank *** for
providing us with an opportunity to correct the training failures we clearly
have and can offer compensation as a form of our apologyWhile it saddens me, ***
has made it clear to me that she does not plan to do business with Bobs
Discount Furniture in the futureTherefore, I have offered to refund the
delivery charge she paid us as a form of apologyThe amount of this refund is
$229.00; I do feel that is a fair option for resolution as *** has been
refunded more money than she would have had to pay in to get the
headboard/footboard/railings for the original bed she alleges she picked out
As agreed
upon with *** I have left some instructions below on how she can contact our
store to complete the processing of this monetary refund back to her:
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your keypad when you hear
Bobs voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
Should *** feel more secure she can visit our store in
person to swipe her credit card and receive her monetary refund that way
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison

Complaint: ***
I am rejecting this response because:
This is completely not true that the customer (myself) informed them that they (themselves) caused this spring damage to the mattress during a moveI told technician that we noticed the damage wen we turned mattress over when moving.
Mattress was handled with care at all times and we used proper support for it.
Sincerely,
*** ***

Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I am so sorry that you are experiencing issues with your
product and I assure you that Bobs Discount Furniture wants to help every
customer that we can by offering a valuable resolution for their concern
Our records indicate that your right side facing reclining
mechanism on your loveseat is bent, I apologize again that your concern had to
be escalated this highly just to get the proper attentionWe can order you a
new mechanism for the right side facing recliner on the loveseat and when you receive
this mechanism we can come out to your home (at no cost to you) and install the
new partShould you accept this offer for recourse the part may take up to
days to arriveWe do keep some of these mechanisms in our regular stock so we
will certainly check there first, if we do have this part in stock it shouldn’t
take more than days for the new mechanism to arrive to your homeIf we don’t
have this in stock we will need to order the part directly from the vendor who
is located overseas and will only ship by containerI do apologize for the
estimated long wait time, I promise you that I am working my hardest to get
your concern resolvedAt this time you are beyond your one year warranty
period and because your original sales order shows no extra protection
purchased this is normally a no recourse situationAs I recognize your concern
as our valued customer I am working above and beyond our procedures to
get you a resolution
Please respond and let me know if you will accept this
option for resolution as I am eager to help you resolve this concern
Thank you,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: I feel this is the absolute minimum that Bob's can do to rectify the situation. I firmly believe that Bob's should stop selling fraudulent insurance policies altogether. While I am willing to accept this bare minimum offer as a resolution to this claim, I would like this claim to remain open until I actually receive the check, and the check clears. I do not feel that this company is trustworthy enough to take their word at face value. Once the funds clear, I will agree to close the claim.
Sincerely,
*** ***

Good Afternoon Revdex.com,
10pt;">Please pass on our apologies for any confusion in purchasing
agreement that may have occurred at the time of sale
*** *** has communicated to us today (9.29.2015) that
they have already offered to
waive all the interest for the customer if he pays the principle balance of
$At this time
we would consider this concern closedPlease have the customer let us know if
there is anything else we can assist with
Kindest
Regards,
Stephanie
G***
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry that
you had such a poor experience with us while making your new living room purchase
I understand your frustrations and I apologize that we didn’t confirm your
order properly prior to you leaving our showroomI am further sorry that when the
correct sectional arrived to you it wasn’t in pristine conditionI assure you
that we care very much about making our failures right and ensuring our
customer’s satisfaction
Bob’s prides itself
on providing you quality service and the best value product for the priceOur
primary focus is resolving your concern so that you are satisfied with the
product that you have purchased from usWe currently have an even exchange scheduled
that reflects you bringing back the damaged portion of your sectional and
picking up a factory fresh version to resolve this concernWhile it is
not procedure to do so, I recognize that we have caused you a great deal
of inconvenienceFor that reason, I will make a note on your sales order that
once we have made everything right, we can process a monetary refund of the
price you paid us for a delivery feeThis monetary refund transaction for
compensation can be completed by contacting your Bobs Store location or our
Customer Care Offices (###-###-####) after you are completely satisfied with
your merchandise
I apologize again *** that getting your new furniture has
taken up so much of your valuable time
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Bob's furniture offers a *** *** Plan that they sell you whenever you purchase something from the storeBe aware that this plan is nothing but a jokeIf you have to make a claim you will be denied base on their explanation of an accident not yoursThey try there best not to cover the items by saying I'm sorry but it does not fit the criteriaWhy sell me something that doesn't fit the criteria*** *** is not worth buying with *** protectionI was told it's a manufacturer defect but the manufacturer want even cover the couch

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 Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have spoken with *** this morning (10.01.2014) and
have provided her with my direct information as I will be personally ensuring
our customer’s property claim gest the attention and resolution it should have
been receiving from the very startWe are sincerely sorry our valued customer
has had to deal with any stress and frustration after the damage that was caused
to her residence and we assure *** that her complaint is of great importance
to us
Thank you
for the opportunity to make this failure right,
*** ** ***
Bobs
Discount Furniture
*** *** *** ***

Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please pass on my apologies
to our customer for the failures we have caused and the inconvenience he has experienced
as a result of our product failures
I do believe that this
customer has been offered an appropriate and satisfactory resolution as of
We will be delivering new merchandise to this customer on
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Morning Revdex.com-
10pt;">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 usAs
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 currently have a service for the island 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
failuresWe do not normally allow this many attempts for the delivery, the
store has worked outside of policy in allowing these multiple attempts
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking an apology from us they
will be able to speak with our Customer Care Office after the service is
completed. We will review the account
and determine what compensation is warranted.
We do not offer compensation based on lost wages, as our compensation is
required to be fair and even for all customers.
We do offer compensation in the form of a Bob’s Discount Furniture Gift
Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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