Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, to replace the recliner section, is satisfactory to me.
However, should a defect be found, I would expect Bob's Furniture to stand behind their product and attempt to identify the issue
I had provided documented (pictures) proof that contradicted their "trained" service technician's report
I trust that ***, who provided response, and with whom I did have a subsequent conversation, would discuss any situation, should one occur
With that said, please accept this as my sign-off that the current complaint has been resolved
Thank you
Sincerely,
*** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a retail
chain, and not a manufacturer, we have little control over the availability of
some productAs this is a shipment our inventory system clearly expected in
sooner there is always the chance that the overseas shipping container will
make it to our Distribution Center sooner than the anticipated date we have
right nowPlease pass on our sincerest apologies that we haven’t been able to
deliver this purchase as advised to our customer and as we have disclosed the
merchandise will not be made available to us to deliver to the customer prior
to the latter part of February
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. Sadly the
customer has chosen to cancel the order, so we are not able to redeem ourselves
in making this customer’s delivery
Kind Regards,
Tracy ** S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the *** *** Protection planRegretfully we will not be
able to dispute this claim for the customer with the *** company at this
timeOur sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expiredThe expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16)
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approxan additional $savings credit for the customer) should the
customer accept this courtesy offer for resolution
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
give this customer my apology for the experience she had while reporting her
accidental damage to the *** CompanyI do hope that our customer is
satisfied with the work our service technician completed for her on
Bobs Discount Furniture truly cares for every one of our customers and we did
make an extreme effort that is above our operating procedures to repair
customer caused damages in this scenario
Our
Goof Proof Plus plan is far from being a scamWhile I understand the
frustration the customer experienced with the requirements placed forth by the
*** Company, the *** portion makes up only half of her protection
planThe other half of the protection plan is a five year guarantee against
factory defects that may become present after use of her furniture has occurred
This half of her protection plan is honored and managed by Bobs Discount
Furniture and as we have exemplified to her already, we do make a valid effort
to assist our customers even when the damage being reported in not a failure of
BobsAgain, I acknowledge why our customer feels that a refund of her
protection plan is a good option, however in the big picture it will not
benefit her as our customerWe would like to be able to say “Yes we can help”
when any customer calls us with a problem and our Goof Proof Plus plan gives us
many opportunities to offer resolutions we wouldn’t be able to if our customer
opted out of making this investment
Given
the overview of the dining room set damages our customer has provided we will consider
offering this customer a refund of her protection plan (voiding both halves of
the plan) on the dining room set alonePlease inform this customer that should
she accept this her factory guarantee from Bobs will expire on and
regretfully that means that we would be unable to offer her any future
services, parts/labor, or replacement dining room items in the event a factory
defect becomes present after
I
am so sorry again that our customer wasn’t provided the care she deserved when
attempting to make the claim through ***
Please
let me know how the customer would like to proceed
Thank
you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
The furniture is junk!!! my father got a recliner from bob's and the left arm piece is falling off, he has had it less than a yearWhen the tech came out he said someone must of jumped on it ridiculous!, he said we would have to call the third partyMy father is in a nursing home temporarily so I called for him and they said they could not give me any info without speaking to him first, which is a joke since he is not feeling to wellIt has been awhile and still have not been able to get this issue resolved, for a chair that is not cheap the material is crap and the customer service is horribleAlso my friend had gotten the same recliner around the same time and his switch broke..took a month and alot of hassle to even get a new switchI will be filing a complaint, just some advice for anyone who is thinking about buying from bob's...DON'T!!!! you will be sorry you did
Complaint: ***
I am rejecting this response because:
I would normally accept this, but my wife and I don't feel safe sleeping on any Bob's bed frame--not to mention the bed's pieces came at different times (uncoordinated - and not mentioned to us by the original salesperson)Either this frame and other Bob's bed frames are shoddy products, or the technicians are not skilled to repair them properlyAlso, I rechecked, and not only is the piece in question broken, there are several screws/bolts missingThis wasn't an aberrationI suspect, if we get another bed frame that needs to be assembled, we may face the same problem with very little recourseMy wife and I don't want to deal with technician after technician coming to "fix" the bed frameWe spent a lot of money at Bob's in August 2015, and I'm sure an exception can be made to refund us for the cost of the bed frame, and some one can pick up the broken one (at no coast to us)
Sincerely,
*** ***
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery All delivery
failures are unacceptable; delivery failures that disappoint our children are
especially difficult
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do have a service tech scheduled to come out on 4/1/16. At this time, because we have failed to have
the bed assemble I will honor either of the customer’s requests. If you would like the pieces in the home
picked up for a refund, I will approve that.
If you will allow the service tech to come out to the home on Friday to
complete the service, I will honor your request to refund the delivery fee back
to WF and offer an additional $gift card.
Hopefully you could bring your daughter to the store to pick our
something for her room, from Bob’s to make it up to her for having to sleep
with her brother.
Please advise which offer you would like to accept and I will
process the necessary paperwork
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
"">We apologize to our customer for any and all inconveniences
we have caused during the sales and delivery process of this merchandiseOur
records indicate that this merchandise was delivered to our customer
successfully on
As an additional form of apology we can offer to provide our
customer with a $Bobs Discount Furniture Gift cardWe do ask that our
customer view this gift card as our way of saying sorry with a tangible item
from our showroom and not an attempt to force them to shop with us againWe
have many cash and carry accessory items should our customer not wish to
utilize our delivery service again
We are so sorry for the amount of frustration our failures
caused, should the customer want to accept this Gift Card they may respond to
this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office
(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of
this apology offer
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon ***,
I am truly sorry for any confusion that was presented during your
conversations on but your account reflects a refund credit of $
for Goof Proof being processedWe are permitted to refund to our customer’s
original payment method only or process a corporate refund check to the name
and address that shows on the sales order
Our records indicate that the original payment method you used
expired in July of so I have sent a check request to be mailed to:
*** ***
*** *** ***
*** *
*** ** ***
I apologize that you are unable to send me photos of your
concern with the table and for any frustrations we have caused youYou should
expect to see your check by regular mail within the next 7-business days for
this refund
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Hello ***,
I appreciate your response, but you missed more than half of my point that being that your customer service department is horrendous I was promised the part repeatedly (literally at least times)--how did people not know it wasn't coming in??
The waiting time on the phone to even get to a customer service person is unacceptably long AND when your customer service people PROMISED to call me back, they did not!!!
Yes, I am very disappointed that I can not use my recliner, but the service has been more that terrible!!!
Sincerely,
*** ***
Good Morning Revdex.com-
size="3">
We are really sorry for the miscommunication concerning the call
ahead. We do not offer a call ahead on
the first stop of the day. Unfortunately
there is no one in the depot that early to make those calls. That should have been explained to you when
the call ahead was set up.
The actions of the driver are indefensible. I am very sorry for his conduct. We do not expect that our drivers will be
rude or discourteous to our customers.
We have established the delivery team will be returning to
complete this delivery later today.
Kindest Regards,
Tracy S
Corporate Liaison
Bob’s Discount Furniture
">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the *** *** purchased
in 2014. We sent our technician to the
home on July 13th 2016. The
technician did determine that there are no defects in the merchandise. The tech reported he lubricated the mechanism
and it was working properly when he left.
In an effort to try to
make this right we will allow for another technician to come to the home. The service has been created; the customer
can call any time to schedule itIf this technician also deems the chair to be
up to manufacturing standards we will have no further recourse to offer. If the technician does report that there is a
manufacturing defect we will be reaching out to the customer to discuss
options.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
We are pleased to report that this issue has been resolved
We spoke with *** *** on 7/7/14, after researching (*** *** ) account and we agreed to provide her with a giftcard, which she accepted***
*** understands that we can not accept any responsibilty for the bed bug claim
Thank you,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I am
extremely sorry that you were met with such a lack of care while seeking
resolution to your concernsI assure you that we genuinely care for every
single customer who chooses to spend their hard earned money with us and have
the appropriate actions in place to resolve your concern
I have just
finished speaking with our Service Management Team and they have verified that
our technician will have the proper education and tools available to him to
complete your requested service tomorrow (6.4.2014)As your bed was originally
delivered in June of you are very far outside of your factory guarantee period
through Bobs Discount Furniture and I promise you that we are applying a vast
amount of consideration as a business by offering to complete this new installation
at absolutely no charge to you
It is appalling and quite embarrassing to me
that you had to deal with any pushback during the process of getting your
original service call rescheduled and I will ensure that the obvious coaching concerns
we have are addressedI thank you for bringing your concern to our attention
so that we can improve our customer’s overall experiences
Please let
me know if there is anything else I can be of assistance with and I look
forward to satisfying you tomorrow during your scheduled service call
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I feel terrible and extremely
embarrassed after reading about this customer’s experience with us thus farI don't blame our
customer for being very upset with us and on behalf of Bobs Discount Furniture
I extend my sincerest apologies. I know
and acknowledge how unpleasant this entire ordeal has been for our customer and
while I know this is their Bobs experience I assure our customer that we would
not be continuing to grow if all our customers were met with so much
disappointment during such an important purchase
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 usOn a daily and consistent basis we arrive within our
estimated four hour timeframe window as conveyed to our customers on over 3,
deliveriesWe do not set out to intentionally disappoint our customers and we
take full responsibility for the failures that occurred (even if they were events
beyond our control) that delayed the delivery team past the building restriction
time for the original delivery date
As indicated above our first priority is to get this merchandise to our
customer as soon as it is possible and as of right now our records indicate
that we are scheduled to deliver on While it is not procedure
to do so we do understand that we failed our customer and are willing to work
outside of our guidelines and policies for making it right first (prior
to offering a further form of apology for the frustrations we have caused )
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 delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology with use of the gift card
Once the merchandise has been successfully delivered into the home
the customer may contact our offices and have a Bobs Discount Furniture Gift
Card processed in the amount of the delivery fee paid to us ($100.00)
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our companyOur customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
escalating the report of these incidents to our corporate offices so that we
can address the coaching concerns we clearly have
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care
Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
I will only accept the service in which they're offering if Bob's discount furniture is going to pay for those parts and laborThe merchandise was ordered and pickup on April 15,and went to the store and report the problem on April 20,I am able to provide dates because I check back in my note which I within my cell phoneI firmly Believe that I should not pay for the couch to be repairedTheir merchandise was defective my child got hurt they need to show some remorse for the fact that my child got hurt and stop being so heartless I wonder how would they feel if it was their childAgain I don't believe I should pay for the parts or for a technician to come out to put in those partsThank you
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for any confusion our customer is experiencing
because our records indicate that his claim through the Goof Proof Plan for his
nightstand was 100% honored back on The claim number this was
processed under is: *** CLAIM # ***Therefore, the warranty we sold
our customer is being honoredI have researched this set extensively and
cannot locate any extended occurrences of product failures within our Quality
Control LogsI believe it is much more likely that the reason behind this set
being discontinued from our sales floor was directly related to poor projected
sales volume of this bedroom setWhen an item is no longer stocked for sale in
our warehouse it does not mean that the manufacturer of this set has discontinued
their own production so we are normally still able to provide our customer with
replacement parts and service through the life of their warranty
I apologize again for any confusion our customer may be experiencing
regarding the status of his warranty claim and advise him that he currently has
a store credit of to use within Bobs Discount Furniture prior to
*** also states that the damaged nightstand does not need to be
returned to us, this means the customer can keep it and continue to use it
should they wantTheir warranty coverage has given them the option to keep the
item and a credit based off of what the customer paid for the itemFrom my
perspective the Goof Proof Plan has not failed our customer in any manner
Since the customer’s claim was honored through the *** company I can tell
you on a general basis that there was a customer caused accident that occurred to
cause the damage our customer reportedAs there are no manufacturing concerns
present with this merchandise or stated within our customer’s complaint we are
unable to offer further recourse to the extent of a monetary refund as our customer
requests
Please let me know if our customer has any other concerns I can
be of assistance with at this time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning, The dispute has been resolvedI was contacted this morning by the business and the refund will be processed to my account today and will post in 2-business days. I was on the site trying to locate where to update my complaint but I could not find it. However,
the business has handled the issue satisfactorily, and I would like to close the disputeThank you, *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer directly on the phone
number he has provided us in this complaintI need more details from him
regarding his claim to be able to assist him further
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
class="MsoNormal" "margin: 0in 0in 10pt;">Good Morning 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
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 an even exchange pending to resolve the remaining concern
with this merchandise. We would ask the
customer to call in at their earliest convenience to schedule the
exchange. I have commented it to ensure
that it will receive a White Glove inspectionPlease bear in mind the
inspection team would need at least days notice to complete the inspection
once scheduled. If the order is set up
to be a rush delivery it will not allow sufficient time to complete the
inspection.
I have also noted in the account that if we fail this customer again and they choose
to have everything picked up for a refund, it is authorized. I want to ensure that this customer
understands we do own our failures and we want to win back their trust and get
this bunkbed delivered correctly The pressure
should be on us, not the customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, to replace the recliner section, is satisfactory to me.
However, should a defect be found, I would expect Bob's Furniture to stand behind their product and attempt to identify the issue
I had provided documented (pictures) proof that contradicted their "trained" service technician's report
I trust that ***, who provided response, and with whom I did have a subsequent conversation, would discuss any situation, should one occur
With that said, please accept this as my sign-off that the current complaint has been resolved
Thank you
Sincerely,
*** ***
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a retail
chain, and not a manufacturer, we have little control over the availability of
some productAs this is a shipment our inventory system clearly expected in
sooner there is always the chance that the overseas shipping container will
make it to our Distribution Center sooner than the anticipated date we have
right nowPlease pass on our sincerest apologies that we haven’t been able to
deliver this purchase as advised to our customer and as we have disclosed the
merchandise will not be made available to us to deliver to the customer prior
to the latter part of February
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer. Sadly the
customer has chosen to cancel the order, so we are not able to redeem ourselves
in making this customer’s delivery
Kind Regards,
Tracy ** S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
Please pass on our thank you to the customer for sending thru
the pictures associated with her claim
As indicated in our previous response leather or vinyl cracking or
peeling, seam slippage/ separation, and stress tears are not covered
occurrences under the *** *** Protection planRegretfully we will not be
able to dispute this claim for the customer with the *** company at this
timeOur sales associates are expected to provide a general overview of the
protection plan at the time of purchase and just like many other protection
plans sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike
The
customer’s one year guarantee period directly thru Bobs (this would be listed
on the sales invoice sheet) has long been expiredThe expiration of the
factory defect guarantee occurred on 10.12.2013, over a year ago, and our
records show no report of concern for any defect on the sofa or loveseat within
the original warranty period
As a
business completely separate from the protection plan the customer selected to
purchase we do care very much about making an effort to satisfy our customers
in a fair and adequate manner
As an
extreme courtesy we are willing to offer this customer a one time option for
reselection (store credit to pick a different set) at a prorated percentage
Please see below for the option outline, should the customer wish to accept
this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will
have a retail representative reach out to the customer to make them aware of
their active credit after the Revdex.com claim has been fully closed
Option for resolution:
We will provide the customer with 75% store credit
based on the price paid to us for the sofa/loveseat (Credit = $1485.16)
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection
As an additional apology we will also cover the cost of
any delivery fee associated with the newly selected merchandise (that is
approxan additional $savings credit for the customer) should the
customer accept this courtesy offer for resolution
I look forward to hearing back from the customer and
apologize again that they have spent any of their valuable time on solving
their furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
Good
Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">Please
give this customer my apology for the experience she had while reporting her
accidental damage to the *** CompanyI do hope that our customer is
satisfied with the work our service technician completed for her on
Bobs Discount Furniture truly cares for every one of our customers and we did
make an extreme effort that is above our operating procedures to repair
customer caused damages in this scenario
Our
Goof Proof Plus plan is far from being a scamWhile I understand the
frustration the customer experienced with the requirements placed forth by the
*** Company, the *** portion makes up only half of her protection
planThe other half of the protection plan is a five year guarantee against
factory defects that may become present after use of her furniture has occurred
This half of her protection plan is honored and managed by Bobs Discount
Furniture and as we have exemplified to her already, we do make a valid effort
to assist our customers even when the damage being reported in not a failure of
BobsAgain, I acknowledge why our customer feels that a refund of her
protection plan is a good option, however in the big picture it will not
benefit her as our customerWe would like to be able to say “Yes we can help”
when any customer calls us with a problem and our Goof Proof Plus plan gives us
many opportunities to offer resolutions we wouldn’t be able to if our customer
opted out of making this investment
Given
the overview of the dining room set damages our customer has provided we will consider
offering this customer a refund of her protection plan (voiding both halves of
the plan) on the dining room set alonePlease inform this customer that should
she accept this her factory guarantee from Bobs will expire on and
regretfully that means that we would be unable to offer her any future
services, parts/labor, or replacement dining room items in the event a factory
defect becomes present after
I
am so sorry again that our customer wasn’t provided the care she deserved when
attempting to make the claim through ***
Please
let me know how the customer would like to proceed
Thank
you,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
The furniture is junk!!! my father got a recliner from bob's and the left arm piece is falling off, he has had it less than a yearWhen the tech came out he said someone must of jumped on it ridiculous!, he said we would have to call the third partyMy father is in a nursing home temporarily so I called for him and they said they could not give me any info without speaking to him first, which is a joke since he is not feeling to wellIt has been awhile and still have not been able to get this issue resolved, for a chair that is not cheap the material is crap and the customer service is horribleAlso my friend had gotten the same recliner around the same time and his switch broke..took a month and alot of hassle to even get a new switchI will be filing a complaint, just some advice for anyone who is thinking about buying from bob's...DON'T!!!! you will be sorry you did
Complaint: ***
I am rejecting this response because:
I would normally accept this, but my wife and I don't feel safe sleeping on any Bob's bed frame--not to mention the bed's pieces came at different times (uncoordinated - and not mentioned to us by the original salesperson)Either this frame and other Bob's bed frames are shoddy products, or the technicians are not skilled to repair them properlyAlso, I rechecked, and not only is the piece in question broken, there are several screws/bolts missingThis wasn't an aberrationI suspect, if we get another bed frame that needs to be assembled, we may face the same problem with very little recourseMy wife and I don't want to deal with technician after technician coming to "fix" the bed frameWe spent a lot of money at Bob's in August 2015, and I'm sure an exception can be made to refund us for the cost of the bed frame, and some one can pick up the broken one (at no coast to us)
Sincerely,
*** ***
Good
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery All delivery
failures are unacceptable; delivery failures that disappoint our children are
especially difficult
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We do have a service tech scheduled to come out on 4/1/16. At this time, because we have failed to have
the bed assemble I will honor either of the customer’s requests. If you would like the pieces in the home
picked up for a refund, I will approve that.
If you will allow the service tech to come out to the home on Friday to
complete the service, I will honor your request to refund the delivery fee back
to WF and offer an additional $gift card.
Hopefully you could bring your daughter to the store to pick our
something for her room, from Bob’s to make it up to her for having to sleep
with her brother.
Please advise which offer you would like to accept and I will
process the necessary paperwork
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
"">We apologize to our customer for any and all inconveniences
we have caused during the sales and delivery process of this merchandiseOur
records indicate that this merchandise was delivered to our customer
successfully on
As an additional form of apology we can offer to provide our
customer with a $Bobs Discount Furniture Gift cardWe do ask that our
customer view this gift card as our way of saying sorry with a tangible item
from our showroom and not an attempt to force them to shop with us againWe
have many cash and carry accessory items should our customer not wish to
utilize our delivery service again
We are so sorry for the amount of frustration our failures
caused, should the customer want to accept this Gift Card they may respond to
this Revdex.com claim as ‘satisfied’ or contact our Customer Care Office
(###-###-#### Mon- Sat/ 6:30a -8:00p) to confirm the creation and shipment of
this apology offer
Kind
Regards,
*** **
*** *** *** ***
Bobs
Discount Furniture
Good Afternoon ***,
I am truly sorry for any confusion that was presented during your
conversations on but your account reflects a refund credit of $
for Goof Proof being processedWe are permitted to refund to our customer’s
original payment method only or process a corporate refund check to the name
and address that shows on the sales order
Our records indicate that the original payment method you used
expired in July of so I have sent a check request to be mailed to:
*** ***
*** *** ***
*** *
*** ** ***
I apologize that you are unable to send me photos of your
concern with the table and for any frustrations we have caused youYou should
expect to see your check by regular mail within the next 7-business days for
this refund
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Hello ***,
I appreciate your response, but you missed more than half of my point that being that your customer service department is horrendous I was promised the part repeatedly (literally at least times)--how did people not know it wasn't coming in??
The waiting time on the phone to even get to a customer service person is unacceptably long AND when your customer service people PROMISED to call me back, they did not!!!
Yes, I am very disappointed that I can not use my recliner, but the service has been more that terrible!!!
Sincerely,
*** ***
Good Morning Revdex.com-
size="3">
We are really sorry for the miscommunication concerning the call
ahead. We do not offer a call ahead on
the first stop of the day. Unfortunately
there is no one in the depot that early to make those calls. That should have been explained to you when
the call ahead was set up.
The actions of the driver are indefensible. I am very sorry for his conduct. We do not expect that our drivers will be
rude or discourteous to our customers.
We have established the delivery team will be returning to
complete this delivery later today.
Kindest Regards,
Tracy S
Corporate Liaison
Bob’s Discount Furniture
">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the *** *** purchased
in 2014. We sent our technician to the
home on July 13th 2016. The
technician did determine that there are no defects in the merchandise. The tech reported he lubricated the mechanism
and it was working properly when he left.
In an effort to try to
make this right we will allow for another technician to come to the home. The service has been created; the customer
can call any time to schedule itIf this technician also deems the chair to be
up to manufacturing standards we will have no further recourse to offer. If the technician does report that there is a
manufacturing defect we will be reaching out to the customer to discuss
options.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
We are pleased to report that this issue has been resolved
We spoke with *** *** on 7/7/14, after researching (*** *** ) account and we agreed to provide her with a giftcard, which she accepted***
*** understands that we can not accept any responsibilty for the bed bug claim
Thank you,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I am
extremely sorry that you were met with such a lack of care while seeking
resolution to your concernsI assure you that we genuinely care for every
single customer who chooses to spend their hard earned money with us and have
the appropriate actions in place to resolve your concern
I have just
finished speaking with our Service Management Team and they have verified that
our technician will have the proper education and tools available to him to
complete your requested service tomorrow (6.4.2014)As your bed was originally
delivered in June of you are very far outside of your factory guarantee period
through Bobs Discount Furniture and I promise you that we are applying a vast
amount of consideration as a business by offering to complete this new installation
at absolutely no charge to you
It is appalling and quite embarrassing to me
that you had to deal with any pushback during the process of getting your
original service call rescheduled and I will ensure that the obvious coaching concerns
we have are addressedI thank you for bringing your concern to our attention
so that we can improve our customer’s overall experiences
Please let
me know if there is anything else I can be of assistance with and I look
forward to satisfying you tomorrow during your scheduled service call
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning
Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I feel terrible and extremely
embarrassed after reading about this customer’s experience with us thus farI don't blame our
customer for being very upset with us and on behalf of Bobs Discount Furniture
I extend my sincerest apologies. I know
and acknowledge how unpleasant this entire ordeal has been for our customer and
while I know this is their Bobs experience I assure our customer that we would
not be continuing to grow if all our customers were met with so much
disappointment during such an important purchase
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 usOn a daily and consistent basis we arrive within our
estimated four hour timeframe window as conveyed to our customers on over 3,
deliveriesWe do not set out to intentionally disappoint our customers and we
take full responsibility for the failures that occurred (even if they were events
beyond our control) that delayed the delivery team past the building restriction
time for the original delivery date
As indicated above our first priority is to get this merchandise to our
customer as soon as it is possible and as of right now our records indicate
that we are scheduled to deliver on While it is not procedure
to do so we do understand that we failed our customer and are willing to work
outside of our guidelines and policies for making it right first (prior
to offering a further form of apology for the frustrations we have caused )
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 delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology with use of the gift card
Once the merchandise has been successfully delivered into the home
the customer may contact our offices and have a Bobs Discount Furniture Gift
Card processed in the amount of the delivery fee paid to us ($100.00)
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our companyOur customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
escalating the report of these incidents to our corporate offices so that we
can address the coaching concerns we clearly have
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care
Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
I will only accept the service in which they're offering if Bob's discount furniture is going to pay for those parts and laborThe merchandise was ordered and pickup on April 15,and went to the store and report the problem on April 20,I am able to provide dates because I check back in my note which I within my cell phoneI firmly Believe that I should not pay for the couch to be repairedTheir merchandise was defective my child got hurt they need to show some remorse for the fact that my child got hurt and stop being so heartless I wonder how would they feel if it was their childAgain I don't believe I should pay for the parts or for a technician to come out to put in those partsThank you
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for any confusion our customer is experiencing
because our records indicate that his claim through the Goof Proof Plan for his
nightstand was 100% honored back on The claim number this was
processed under is: *** CLAIM # ***Therefore, the warranty we sold
our customer is being honoredI have researched this set extensively and
cannot locate any extended occurrences of product failures within our Quality
Control LogsI believe it is much more likely that the reason behind this set
being discontinued from our sales floor was directly related to poor projected
sales volume of this bedroom setWhen an item is no longer stocked for sale in
our warehouse it does not mean that the manufacturer of this set has discontinued
their own production so we are normally still able to provide our customer with
replacement parts and service through the life of their warranty
I apologize again for any confusion our customer may be experiencing
regarding the status of his warranty claim and advise him that he currently has
a store credit of to use within Bobs Discount Furniture prior to
*** also states that the damaged nightstand does not need to be
returned to us, this means the customer can keep it and continue to use it
should they wantTheir warranty coverage has given them the option to keep the
item and a credit based off of what the customer paid for the itemFrom my
perspective the Goof Proof Plan has not failed our customer in any manner
Since the customer’s claim was honored through the *** company I can tell
you on a general basis that there was a customer caused accident that occurred to
cause the damage our customer reportedAs there are no manufacturing concerns
present with this merchandise or stated within our customer’s complaint we are
unable to offer further recourse to the extent of a monetary refund as our customer
requests
Please let me know if our customer has any other concerns I can
be of assistance with at this time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning, The dispute has been resolvedI was contacted this morning by the business and the refund will be processed to my account today and will post in 2-business days. I was on the site trying to locate where to update my complaint but I could not find it. However,
the business has handled the issue satisfactorily, and I would like to close the disputeThank you, *** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I have reached out to this customer directly on the phone
number he has provided us in this complaintI need more details from him
regarding his claim to be able to assist him further
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
class="MsoNormal" "margin: 0in 0in 10pt;">Good Morning 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
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 an even exchange pending to resolve the remaining concern
with this merchandise. We would ask the
customer to call in at their earliest convenience to schedule the
exchange. I have commented it to ensure
that it will receive a White Glove inspectionPlease bear in mind the
inspection team would need at least days notice to complete the inspection
once scheduled. If the order is set up
to be a rush delivery it will not allow sufficient time to complete the
inspection.
I have also noted in the account that if we fail this customer again and they choose
to have everything picked up for a refund, it is authorized. I want to ensure that this customer
understands we do own our failures and we want to win back their trust and get
this bunkbed delivered correctly The pressure
should be on us, not the customer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison