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 Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
I was able to pull up the customer’s warranty card showing
this was covered from December 2014.
There was a claim submitted in August that was denied. The customer called in damage that a child
caused damage, she was unsure how. That
does not meet with their guidelines.
The customer has utilized their warranty through Bob’s
making it impossible to offer a refund on that warranty. In February of we used the warranty to
cover replacement parts for issues with the Falmouth cocktail table.
We have attached the photos from the claim on the
chaise. The warranty card showing when
the plan started. The Goof Proof Plus
flyer showing what is covered and by which company.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
We bought furniture from Bob's Furniture and bought the Goof Proof Protection plan because the salesman told us that any problem that comes up with the furniture would be covered by this plan Recently, the cushions on the sofa and loveseat, which have coils inside, began to bunch up in the center, making it impossible to sit on them comfortably, so I called to have the cushions replaced I was told by the representative from the protection plan that cushions are not covered and it was suggested that I contact the store I contacted the store where I purchased the furniture and they said to take pictures of the furniture and email it so they could determine if the issue was due to a manufacturer's defect After a couple of days, I received a call back saying that the cushions are covered under the warranty and that they would send a technician, to my home, who would see if they can repair the cushions or if they would need to be replaced The technician came and, within a minute, said that the issue with the cushions was not due to a manufacturer's defect, but due to accidental damageHe did not bring tools or even try to remove the cushion from the coverIf there was an accident that caused this to happen to of the cushions, that's a surprise to me! In any event, they now say the coils in the cushion are not covered and I would have to pay $to replace the cushions I called Customer Care and the representative told me that the coils should be covered and to call *** (the protection plan) I told them that *** already told me that cushions are not covered, only the base of the furniture and fabric are covered under the warranty After being on hold intermittently for over a half hour, so the representative could speak with his supervisor and, emailing again, the pictures of the damage, I was told that there is nothing they could do to assist me with this situation I expressed my dissatisfaction with the way this situation was handledI feel that they were deceptive based on the dishonesty associated with coverage of the protection plan coupled with being told that the damage would be covered, to then find out that it is notI will never buy another product from this company and I will surely tell everyone I know to steer clear of this company because they do not stand by their merchandise and apparently have employees that do not even know what is covered by the protection plan or extended warranty I am under the impression that they make it up as they go along and nothing is truly covered, so they just give customers the runaround
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with this customer directly and we have fully
processed her refund amounts as she has requestedShe has received of her
refund amounts already and the final refund check was processed thru our
corporate offices yesterday on This final check is being overnighted
and we expect it to arrive to customer no later than
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">I am very sorry to learn
of ***’s product concerns and I do understand how frustrating experiencing a
concern with your furniture can beI assure *** that Bobs Discount Furniture genuinely
wishes to help any customer who is experiencing a product concern
The Goof Proof Plan that
*** purchased from us in covers accidental damages from a single incident
onlyThis means that *** would need to report a covered, in home- one time
accident that caused the damages *** would like to claim through the ***
companyAs there is no accidental incident being reported to *** the five
year coverage that *** refers to in this complaint does not apply
***’s merchandise was
delivered in the year 2009, in the year Bobs Discount Furniture serviced
***’s merchandise at no cost to him as a courtesy because *** was already
outside of his factory guarantee period through BobsWhen *** reported his
latest concerns to us (after approximately years of use later) we felt that a
factory trained professional reviewing these photos was the best option to help
in expediting ***’s claimWe certainly don’t want to waste our customer’s
valuable time and ask them to wait at home for a service technician if we
aren’t sure we can offer to repair the customer’s productUpon reviewing these
photos we discovered that the concern *** has is not serviceable and as ***
is now very far outside of his factory guarantee through Bobs Discount
Furniture we are unable to offer further recourse in this scenario*** has no
manufacturing defect present, has no manufacturing warranty remaining, and this
concern is not of an accidental nature so his Goof Proof coverage does not
apply
I am truly sorry that Bobs
Discount Furniture is unable to offer options for recourse related to this
concern
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Ms***,Upon receipt of your complaint a representative from our Consumer Liaison team reviewed your account and attempted to contact you but received your voicemailAfter thoroughly researching your account, the representative has processed the necessary
paperwork to allow the even exchange of your bedPlease contact our customer care center for additional details.Thank you,*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
*** ***
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We did offer this customer
a Best Effort Service on 8.21.14. We
sent our technician to the home free of charge to see if he could repair any of
the concerns the customer was experiencing.
He did find there to be substantial damage although he tried to touch up
the table for the customer, the other damages were unrepairable and were not of
a manufacturing nature. As we have
already offered the Best Effort Service and the pieces are not covered under
the manufacturing warranty that expired in March of we have no other
options available.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We are waiting for the customer to reach back
out to discuss our options and will reply back to the Revdex.com mediation service
once discussed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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, *** ***
Complaint: ***
I am rejecting this response because: going to purchase anything from Bob's again due to the reason of there faulty furniture that it is being soldThe purchase that was made I didn't expect for it to break with the use of sleeping on it after only 1/yearsThere was no physical damage done to the frame or headboard. Bob's salesman pushed a protection plan on the consumers were the mark up is between 50% and up profit where the salesman is making anywhere between to 15% in commission like I said I don't plan on making any more purchases with Bob's. I am totally disappointed that with Bob's.
I am never
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you feel so
disappointed by the service that you have received thus farI assure you that
our customers are the most important part of our business and the information
you have received from our staff is factualI apologize in advance that this
response is going to be long winded however the information you are asking for
is extremely detailed in its nature and I feel you deserve the appropriate
response that you have escalated your concern to the Revdex.com to obtain.
When merchandise is initially
written into our computer (time of sale), our inventory system runs a check on
stockYou are scheduled for your delivery date based off of what our inventory
system presents at this time for availabilityIn your case it was scheduled
for as your sofa and chair showed in stock within our ** distribution
center
A few days prior to your actual
delivery date your merchandise is picked from the racks in our ** distribution
center and loaded to a transfer truck that will travel from ** to a
subcontracted trucking company’s depot location in **; in your specific order
our records indicate that this loading process occurred on As a
business we complete about 3,deliveries a day and regretfully there is not
enough man power to ensure that every single item is opened, looked at, and
repackaged before it makes its transit to our trucking companies’ possession
In reality checking every item could cause more chance for damage and we must
place a certain amount of confidence in our manufacturer’s abilities to
properly package their products for transit and saleOver the course of more
than two decades in business we maintain a 97% completion rate for merchandise
arriving in good conditionI am so sorry that your chair was part of the
failed 3% on the initial delivery date and I assure you, as you were informed
we tried our very best to avoid you having to deal with that occurrence at all
When we are made aware of an item
being damaged during transit we will try and get a replacement in good
condition out to the trucking depot as soon as possible to avoid displeasing
our customerThere is a very small window of time in between the item arriving
to be unloaded and reloaded from a transfer truck to a delivery truck and this
also depends on the timing of when the trucking company initially notices that
the item may have suffered damage and opens the packaging to confirm such
thoughtsIn example, some transfer trucks (usually wheelers) work overnight
and arrive at these depots somewhere close to midnightWe wouldn’t have been
informed of the located damage on your chair until we opened the following
morning leaving us with less than a day to get a replacement chair on another
transfer truck for your scheduled delivery dateIf the transfer truck doesn’t
make it in time or cannot be unloaded in time to be reloaded to the delivery
truck your sofa was already on (along with at least ten other customer’s
furnishings) it will not make it out for delivery
Throughout each business day our
trucking companies are continually releasing what we call “return trailers”A
“return trailer” is a transfer truck that is built and managed to hold what we
would consider trash merchandise as well as returning merchandise from customer’s
homes (along the lines of a customer receiving a replacement sofa because
theirs suffered a manufacturing defect within warranty)These trailers will
also contain merchandise that we have sent down that will not be delivered to
customers within that same delivery dateThe trucking companies do not
commonly have space for storage so they will not hold inventory for an extended
period of time and our inventory must remain accounted for at all timesThe
replacement chair that was sent down for you was sent back on a return trailer
containing trash and used furniture on the same day it arrived to that depot
We also take many safety precautions with these trailers to avoid any type of
contamination occurring within our warehouse therefore the merchandise
returning on these trainers is not factored into our inventory count for new
sales for obvious reasons
When we rescheduled your chair
delivery for our computer told us the chair was available and we saw
no reason as to why your chair would not ship as verified for delivery on
Please know that your rescheduled delivery is viewed as a “new sale”
to our inventory systemThis means that your chair would follow the same exact
process as I have outlined above to get to youOn when we went to
physically load your chair to a transfer truck for shipment we were met with shock and disappointment that
our computer miscalculated the stock it told us we had available to ship for
new merchandiseWhen our department was made aware of this inaccuracy we
relayed this unfortunate information to you
At this point we were at the mercy
of waiting on a replenishment container shipment for our overseas vendorOur
inventory system told us that we wouldn’t be receiving this container shipment
until the October timeframe you were quotedWhen we are waiting on a container
shipment because our inventory has been completely depleted (or completely
locked to another customers order) our system automatically populates the worst
case scenario factoring in time for the reality of our business which is time
for an actual container ship making its way across the ocean, through united
states customs, onto a Vendor’s wheeler transfer truck, and into the yard of
our ** distribution center where it is finally off loaded and checked into our
inventory
Our records
indicate that as of yesterday (8.17.2014) we called you to advise you that we
now show stock in our ** distribution center and can schedule your chair for
deliveryThis means that one of two things occurredWe either received our
replenishment container much earlier than expected or the multitude of customers
who had this particular chair logistically reserved to their order for this
past weekend’s tax free sales in the state of ***, canceled these
orders which freed up previously accounted for inventory and made it possibly
to schedule your sales orderBecause your sales order wasn’t rescheduled due
to the far out October arrival we anticipated there wasn’t any merchandise
locked to your order and our system read your sales order again as a new sale
*** I am
so sorry again that your specific chair has experienced so many transit and
inventory concernsBobs Discount Furniture prides itself on providing our
customers with the best quality merchandise for the best price point possible
and we always look to rectify our mistakes prior to discussing a further
apologyWe still want very much to deliver you the chair you originally
selected to match your sofaPlease contact us at ###-###-#### ( Mon-Sat: 630a
-8:00p) or you may contact your retail location directly by dialing ###-###-####
and pressing the number one (1) on your phone’s key pad after you have heard
Bob’s voiceWe are eager to hear from you at your earliest convenience to
schedule a delivery date for your chairIf you still remain unsatisfied after
we have made our failure right by you (by delivering your chair) we can then
revisit your account to determine a reasonable offer as a further apology to you
in the form of a Bobs Discount Furniture Gift CardWhile I genuinely hope this
doesn’t happen it is within your control to cancel the sale of the chair and receive
a monetary refund for the chair and any differences in delivery and Goof Proof
Plus charges this chair refund may have on your order while just the cost of
the sofa remains
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate 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 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
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,
*** *** *** *** *** ***
We appreciate the quick response and understand that furniture production is an uncontrollable circumstanceWe agree to having the delivery charge refunded and will continue to wait on the furnitureWe will be calling today to verify the deliveryWe would also like to have the goof proof charge taken off of our purchaseAfter a long discussion we just feel that in the chance of damaged furniture it may become to stressful to deal with
We would like to thank Bobs for refunding our delivery charge and dropping the *** ***
Good
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
I was able to review the ***
account for this customer, and it does appear to match what the customer has
advised in this complaint. When the
customer said they didn’t know when or how the stain occurred, ***’s agent
offered the option of keeping the claim open for hours, to be amended. The customer refused the offer, the claim was
closed as it was not called in as a verifiable accident.
In an extreme effort to make this
right for the customer we do have a few options to offer the customer-
unfortunately this set is no longer available, so exchanging the table is not a
viable option.
*Reselection
credit on table top and base only at 100% of purchase price-$this would
fulfill the one-time option for replacement so there would be no GPP credit, we
will waive delivery fee and removal of table will be done at time of delivery
*
We can offer a discount of the table if the customer wishes to keep this table
in the homeThis would be a concession to keep of 20% of table top and base
only-$which would keep the warranty intact or $with no warranty. Refund can go back to *** *** or be a Bob’s
Credit
*We
can offer a 100% reselection credit on Table only and 60% credit on chairs ($271.94+$345.76)
this would fulfill the one-time option for replacement so there would be no GPP
credit, we will waive delivery fee and removal of table and chairs will be done
at time of delivery
Please have customer review these
options and advise which one would best serve their needs and we will create
the paperwork
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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
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
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,
*** ***
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 Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
I was able to pull up the customer’s warranty card showing
this was covered from December 2014.
There was a claim submitted in August that was denied. The customer called in damage that a child
caused damage, she was unsure how. That
does not meet with their guidelines.
The customer has utilized their warranty through Bob’s
making it impossible to offer a refund on that warranty. In February of we used the warranty to
cover replacement parts for issues with the Falmouth cocktail table.
We have attached the photos from the claim on the
chaise. The warranty card showing when
the plan started. The Goof Proof Plus
flyer showing what is covered and by which company.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
We bought furniture from Bob's Furniture and bought the Goof Proof Protection plan because the salesman told us that any problem that comes up with the furniture would be covered by this plan Recently, the cushions on the sofa and loveseat, which have coils inside, began to bunch up in the center, making it impossible to sit on them comfortably, so I called to have the cushions replaced I was told by the representative from the protection plan that cushions are not covered and it was suggested that I contact the store I contacted the store where I purchased the furniture and they said to take pictures of the furniture and email it so they could determine if the issue was due to a manufacturer's defect After a couple of days, I received a call back saying that the cushions are covered under the warranty and that they would send a technician, to my home, who would see if they can repair the cushions or if they would need to be replaced The technician came and, within a minute, said that the issue with the cushions was not due to a manufacturer's defect, but due to accidental damageHe did not bring tools or even try to remove the cushion from the coverIf there was an accident that caused this to happen to of the cushions, that's a surprise to me! In any event, they now say the coils in the cushion are not covered and I would have to pay $to replace the cushions I called Customer Care and the representative told me that the coils should be covered and to call *** (the protection plan) I told them that *** already told me that cushions are not covered, only the base of the furniture and fabric are covered under the warranty After being on hold intermittently for over a half hour, so the representative could speak with his supervisor and, emailing again, the pictures of the damage, I was told that there is nothing they could do to assist me with this situation I expressed my dissatisfaction with the way this situation was handledI feel that they were deceptive based on the dishonesty associated with coverage of the protection plan coupled with being told that the damage would be covered, to then find out that it is notI will never buy another product from this company and I will surely tell everyone I know to steer clear of this company because they do not stand by their merchandise and apparently have employees that do not even know what is covered by the protection plan or extended warranty I am under the impression that they make it up as they go along and nothing is truly covered, so they just give customers the runaround
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with this customer directly and we have fully
processed her refund amounts as she has requestedShe has received of her
refund amounts already and the final refund check was processed thru our
corporate offices yesterday on This final check is being overnighted
and we expect it to arrive to customer no later than
Thank You,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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 Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">I am very sorry to learn
of ***’s product concerns and I do understand how frustrating experiencing a
concern with your furniture can beI assure *** that Bobs Discount Furniture genuinely
wishes to help any customer who is experiencing a product concern
The Goof Proof Plan that
*** purchased from us in covers accidental damages from a single incident
onlyThis means that *** would need to report a covered, in home- one time
accident that caused the damages *** would like to claim through the ***
companyAs there is no accidental incident being reported to *** the five
year coverage that *** refers to in this complaint does not apply
***’s merchandise was
delivered in the year 2009, in the year Bobs Discount Furniture serviced
***’s merchandise at no cost to him as a courtesy because *** was already
outside of his factory guarantee period through BobsWhen *** reported his
latest concerns to us (after approximately years of use later) we felt that a
factory trained professional reviewing these photos was the best option to help
in expediting ***’s claimWe certainly don’t want to waste our customer’s
valuable time and ask them to wait at home for a service technician if we
aren’t sure we can offer to repair the customer’s productUpon reviewing these
photos we discovered that the concern *** has is not serviceable and as ***
is now very far outside of his factory guarantee through Bobs Discount
Furniture we are unable to offer further recourse in this scenario*** has no
manufacturing defect present, has no manufacturing warranty remaining, and this
concern is not of an accidental nature so his Goof Proof coverage does not
apply
I am truly sorry that Bobs
Discount Furniture is unable to offer options for recourse related to this
concern
Sincerely,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Ms***,Upon receipt of your complaint a representative from our Consumer Liaison team reviewed your account and attempted to contact you but received your voicemailAfter thoroughly researching your account, the representative has processed the necessary
paperwork to allow the even exchange of your bedPlease contact our customer care center for additional details.Thank you,*** **
Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option of
*** ***
Through Bob’s this customer was covered for a period of one
year for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, *** *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We did offer this customer
a Best Effort Service on 8.21.14. We
sent our technician to the home free of charge to see if he could repair any of
the concerns the customer was experiencing.
He did find there to be substantial damage although he tried to touch up
the table for the customer, the other damages were unrepairable and were not of
a manufacturing nature. As we have
already offered the Best Effort Service and the pieces are not covered under
the manufacturing warranty that expired in March of we have no other
options available.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
Due to the intricate nature of this
complaint, we have
reached out to the customer directly to discuss our offer of resolution. We are waiting for the customer to reach back
out to discuss our options and will reply back to the Revdex.com mediation service
once discussed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
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, *** ***
Complaint: ***
I am rejecting this response because: going to purchase anything from Bob's again due to the reason of there faulty furniture that it is being soldThe purchase that was made I didn't expect for it to break with the use of sleeping on it after only 1/yearsThere was no physical damage done to the frame or headboard. Bob's salesman pushed a protection plan on the consumers were the mark up is between 50% and up profit where the salesman is making anywhere between to 15% in commission like I said I don't plan on making any more purchases with Bob's. I am totally disappointed that with Bob's.
I am never
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I apologize that you feel so
disappointed by the service that you have received thus farI assure you that
our customers are the most important part of our business and the information
you have received from our staff is factualI apologize in advance that this
response is going to be long winded however the information you are asking for
is extremely detailed in its nature and I feel you deserve the appropriate
response that you have escalated your concern to the Revdex.com to obtain.
When merchandise is initially
written into our computer (time of sale), our inventory system runs a check on
stockYou are scheduled for your delivery date based off of what our inventory
system presents at this time for availabilityIn your case it was scheduled
for as your sofa and chair showed in stock within our ** distribution
center
A few days prior to your actual
delivery date your merchandise is picked from the racks in our ** distribution
center and loaded to a transfer truck that will travel from ** to a
subcontracted trucking company’s depot location in **; in your specific order
our records indicate that this loading process occurred on As a
business we complete about 3,deliveries a day and regretfully there is not
enough man power to ensure that every single item is opened, looked at, and
repackaged before it makes its transit to our trucking companies’ possession
In reality checking every item could cause more chance for damage and we must
place a certain amount of confidence in our manufacturer’s abilities to
properly package their products for transit and saleOver the course of more
than two decades in business we maintain a 97% completion rate for merchandise
arriving in good conditionI am so sorry that your chair was part of the
failed 3% on the initial delivery date and I assure you, as you were informed
we tried our very best to avoid you having to deal with that occurrence at all
When we are made aware of an item
being damaged during transit we will try and get a replacement in good
condition out to the trucking depot as soon as possible to avoid displeasing
our customerThere is a very small window of time in between the item arriving
to be unloaded and reloaded from a transfer truck to a delivery truck and this
also depends on the timing of when the trucking company initially notices that
the item may have suffered damage and opens the packaging to confirm such
thoughtsIn example, some transfer trucks (usually wheelers) work overnight
and arrive at these depots somewhere close to midnightWe wouldn’t have been
informed of the located damage on your chair until we opened the following
morning leaving us with less than a day to get a replacement chair on another
transfer truck for your scheduled delivery dateIf the transfer truck doesn’t
make it in time or cannot be unloaded in time to be reloaded to the delivery
truck your sofa was already on (along with at least ten other customer’s
furnishings) it will not make it out for delivery
Throughout each business day our
trucking companies are continually releasing what we call “return trailers”A
“return trailer” is a transfer truck that is built and managed to hold what we
would consider trash merchandise as well as returning merchandise from customer’s
homes (along the lines of a customer receiving a replacement sofa because
theirs suffered a manufacturing defect within warranty)These trailers will
also contain merchandise that we have sent down that will not be delivered to
customers within that same delivery dateThe trucking companies do not
commonly have space for storage so they will not hold inventory for an extended
period of time and our inventory must remain accounted for at all timesThe
replacement chair that was sent down for you was sent back on a return trailer
containing trash and used furniture on the same day it arrived to that depot
We also take many safety precautions with these trailers to avoid any type of
contamination occurring within our warehouse therefore the merchandise
returning on these trainers is not factored into our inventory count for new
sales for obvious reasons
When we rescheduled your chair
delivery for our computer told us the chair was available and we saw
no reason as to why your chair would not ship as verified for delivery on
Please know that your rescheduled delivery is viewed as a “new sale”
to our inventory systemThis means that your chair would follow the same exact
process as I have outlined above to get to youOn when we went to
physically load your chair to a transfer truck for shipment we were met with shock and disappointment that
our computer miscalculated the stock it told us we had available to ship for
new merchandiseWhen our department was made aware of this inaccuracy we
relayed this unfortunate information to you
At this point we were at the mercy
of waiting on a replenishment container shipment for our overseas vendorOur
inventory system told us that we wouldn’t be receiving this container shipment
until the October timeframe you were quotedWhen we are waiting on a container
shipment because our inventory has been completely depleted (or completely
locked to another customers order) our system automatically populates the worst
case scenario factoring in time for the reality of our business which is time
for an actual container ship making its way across the ocean, through united
states customs, onto a Vendor’s wheeler transfer truck, and into the yard of
our ** distribution center where it is finally off loaded and checked into our
inventory
Our records
indicate that as of yesterday (8.17.2014) we called you to advise you that we
now show stock in our ** distribution center and can schedule your chair for
deliveryThis means that one of two things occurredWe either received our
replenishment container much earlier than expected or the multitude of customers
who had this particular chair logistically reserved to their order for this
past weekend’s tax free sales in the state of ***, canceled these
orders which freed up previously accounted for inventory and made it possibly
to schedule your sales orderBecause your sales order wasn’t rescheduled due
to the far out October arrival we anticipated there wasn’t any merchandise
locked to your order and our system read your sales order again as a new sale
*** I am
so sorry again that your specific chair has experienced so many transit and
inventory concernsBobs Discount Furniture prides itself on providing our
customers with the best quality merchandise for the best price point possible
and we always look to rectify our mistakes prior to discussing a further
apologyWe still want very much to deliver you the chair you originally
selected to match your sofaPlease contact us at ###-###-#### ( Mon-Sat: 630a
-8:00p) or you may contact your retail location directly by dialing ###-###-####
and pressing the number one (1) on your phone’s key pad after you have heard
Bob’s voiceWe are eager to hear from you at your earliest convenience to
schedule a delivery date for your chairIf you still remain unsatisfied after
we have made our failure right by you (by delivering your chair) we can then
revisit your account to determine a reasonable offer as a further apology to you
in the form of a Bobs Discount Furniture Gift CardWhile I genuinely hope this
doesn’t happen it is within your control to cancel the sale of the chair and receive
a monetary refund for the chair and any differences in delivery and Goof Proof
Plus charges this chair refund may have on your order while just the cost of
the sofa remains
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate 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 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
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,
*** *** *** *** *** ***
We appreciate the quick response and understand that furniture production is an uncontrollable circumstanceWe agree to having the delivery charge refunded and will continue to wait on the furnitureWe will be calling today to verify the deliveryWe would also like to have the goof proof charge taken off of our purchaseAfter a long discussion we just feel that in the chance of damaged furniture it may become to stressful to deal with
We would like to thank Bobs for refunding our delivery charge and dropping the *** ***
Good
Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** (*** is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries
I was able to review the ***
account for this customer, and it does appear to match what the customer has
advised in this complaint. When the
customer said they didn’t know when or how the stain occurred, ***’s agent
offered the option of keeping the claim open for hours, to be amended. The customer refused the offer, the claim was
closed as it was not called in as a verifiable accident.
In an extreme effort to make this
right for the customer we do have a few options to offer the customer-
unfortunately this set is no longer available, so exchanging the table is not a
viable option.
*Reselection
credit on table top and base only at 100% of purchase price-$this would
fulfill the one-time option for replacement so there would be no GPP credit, we
will waive delivery fee and removal of table will be done at time of delivery
*
We can offer a discount of the table if the customer wishes to keep this table
in the homeThis would be a concession to keep of 20% of table top and base
only-$which would keep the warranty intact or $with no warranty. Refund can go back to *** *** or be a Bob’s
Credit
*We
can offer a 100% reselection credit on Table only and 60% credit on chairs ($271.94+$345.76)
this would fulfill the one-time option for replacement so there would be no GPP
credit, we will waive delivery fee and removal of table and chairs will be done
at time of delivery
Please have customer review these
options and advise which one would best serve their needs and we will create
the paperwork
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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
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
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,
*** ***