Good Morning Revdex.com,
We are sorry that our customer is experiencing any concerns...
while seeking to
use the protection plan purchased and/or communicating damages to us directly.
We most certainly want to help our customer however we are not
being provided with the information needed to allow the assistance to take
place. It is uncommon that scratches just appear on furniture and our trifold,
provided to every customer at the time of sale, indicates that the customer
should contact us within three days of their delivery to make us aware of any
concern they feel may have been present from the point of delivery. When we are
called several weeks later and told about cosmetic damages (such as scratches)
as a business we must seek further information so that we can properly assist
that customer and all customer’s alike.
If the customer can report a coverable accidental incident (what ‘goof
proof’ covers) that caused these scratches we can process the claim via the
protection plan they purchased, offering the benefits that are associated with
this plan in full. I have attached the plan terms and conditions for reference.
If the customer continues to maintain that this cosmetic damage just appeared on
its own or that it just wasn’t reported all together we ask that the customer
submit photos of the damage and the piece itself. We will review these photos
with our Service Management Team and respond with what courtesy option, if any,
for partial coverage may be available for resolution here.
Kindest Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can understand how frustrating it is to
have the team running late and to not be able to get an answer as to why. Our records indicate the team did arrive at
11:19 am and so were under an hour late. We are sorry that the customer did not
feel the $50 gift card that was offered was adequate. That amount is above what we would normally
offer for a team being less then an hour later then estimated timeframe. Due to the delay in having this issues
rectified, we will offer that amount, $50 as a refund to the [redacted] account.
If this customer would like to accept this offer,
please reply through the Revdex.com mediation service that this is accepted and we
will process this refund and email the customer a copy of the refund.
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us. I can understand the frustration this customer
must be feeling at this time.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. This is scheduled for pickup on 8.6.16. If the pickup is successfully completed I will
reach out to our Accounting Department on Monday to ensure that the refund
check is cut on the next available day and I will have the check sent to the customer
via [redacted]. If this customer will not
have someone available to sign for the refund check, please reply through the
Revdex.com site and we will send via US Postal service.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
I purchased a reclining sofa set from Bobs, I was told that I should purchase the [redacted] and if anything happened to the FURNITURE for the next 5 years, it would be repaired, if it couldn't be repaired it would be replaced, WELL the springs fell out of my love seat, I was told that it wasn't covered by [redacted] because I didn't know how it happened, I was told by Bobs that it couldn't be fixed nor replaced, DO NOT BUT FURNITURE FROM THIS STORE, IT IS VERY CHEAP AND WILL NOT LAST, THEY WILL NOT REPLACE YOUR ITEMS IF IT BREAKS, I ONLY HAD THE FURNITURE FOR A YEAR BEFORE IT FELL APART, I paid $1,200 for the set and an extra $200 I believe for the goof proof, JUST OF WASTE OF MY MONEY, I WISHED I WOULD HAVE LISTEN TO OTHER REVIEWERS, DON'T MAKE THE SAME MISTAKE I MADE, I WILL NEVER EVER PURCHASE FROM BOBS DISCOUNT FURNITURE AGAIN. IF YOU'RE READING MY REVIEW, PLEASE TAKE HEED........... SHAME ON THEM.
We went to Bob's 12/6/2016 to purchase a bedroom set and mattress set as a surprise Christmas gift for my mother. We had requested delivery for Monday the 26th but was advised they do not deliver Mondays so we accepted delivery for the 27th. That's 3 WEEKS Bob's had to get our order together! We get a voicemail on Thursday the 22nd to confirm our delivery for the 27th. GREAT! so I thought... My hubby and I take the 27th off from work in order to be able to get rid of all the furniture in the room and throw it out for any easy set up. Well foolish we were!! When the delivery guys come, they advise us they do not have the headboard so they can't set up the bed. THEN they didn't have the TV stand that we had ordered. It wasn't even on the list to be delivered! I was asked to just sign for the delivery since they had to continue making their deliveries. Well excuse the [redacted] out of me!!! We made this order 3 WEEKS in advance. 3 WEEKS!!! AND we threw out ALLL of the furniture in the room so basically I would have to have my mom sleep on NEW mattress on the FLOOR!!! We can get a call 5 days in advance to confirm delivery but we can't get a call to give us the heads up that our order isn't complete?! OK we make numerous calls to the customer service dept and spoke to the store manager from where we made our purchase. they were advising me they can deliver the headboard and tv stand on FRIDAY. After almost 2 hours of being on the phone with many different people, we FINALLY got the exception for next day delivery. WELL Wednesday comes NO HEADBOARD so another night of my mom sleeping on the NEW mattresses on the freaking floor. ANOTHER 2 hours of going back and forth regarding getting the headboard delivered. NOW they wanted to deliver on SATURDAY the 31st. I was not accepting this since I did make this order 3 freaking weeks in advance. FINALLY got the delivery scheduled for Thursday. FINALLY the "SURPRISE" was complete. 2 days of work lost since the 3rd delivery was made at 6:45AM. I was advised by the manager once everything was set up we can call back to discuss compensation for all the trouble. MIND YOU the ONLY reason I didn't cancel the order was because the old furniture was already in the GARBAGE!!!! So we finally call to discuss 'compensation' options only to be sold we will receive a $50 GIFT CARD. $50!!!! I DON'T WANT ANYTHING ELSE FROM BOBS AND $50?!?! REALLY?!?!? WE LOST 2 DAYS OF WORK!!! AND A SURPRISE THAT WENT TO CRAP. Then we get a call back to advise its a $50 credit. NOW... BOBS..... get it together. this $50 credit or whatever it will be is definitely not enough of a 'compensation'. Sad thing is we've purchased from you before. BUT NOW I don't plan to return. not even ordering 3 weeks in advance will save you a headache!!!
Good Afternoon Revdex.com,
Regretfully Bobs Discount Furniture is not able to provide our
customer with a full store credit for merchandise that has no manufacturing
defects present and is far outside of its manufacturing warranty period thru
Bobs. The concern that is being reported is not related to any other item
besides the item that the customer reports has scratches from an animal,
therefore we would be able to consider replacing other merchandise that is not
directly associated with the concern being reported.
I am very sorry that a part order will not resolve our customer’s
concern and we are still able to offer the two remaining options I originally
put forth. I have listed these option again below for the customer’s review. As
a business we must consider balancing the needs of our business with the needs
of our customer when resolving concerns and I do hope that our customer can
understand our position and the genuine effort we are putting forth to assist.
We have taken our customer’s concern seriously and followed up on the training
concerns we were told we allegedly have in our retail location.
Options Available to our customer:
Option #1:
We can offer a monetary
refund based on the price paid for Goof Proof Plan.
Option #2:
We can offer the customer
a Bobs Discount Furniture Gift Card for the amount she paid for the plan. In
addition, we can offer to add $50.00 to our customer’s store credit as a
further apology from Bobs.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
I spoke with [redacted] on 4/4/14 and she expressed her disatisfaction with the furniture she purchased. I explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something...
different; [redacted] refused and demanded a full refund.
I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused.
Bob's Discount Furniture appreciates [redacted]'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality.
Complaint: [redacted]
I am rejecting this response because:
I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them.
I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience this delivery
experience caused our customer and her son. We 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.
Should the customer wish to cancel the protection plan
purchased and receive a refund on the monies put forth for this that is certainly
possible however we obviously advise against it since this plan will cover the
merchandise for a period of five full years against any manufacturing defects. We
understand the customer’s frustration and strongly suggest she reconsider this
demand as any business is unable to offer this type of protection at no cost to
their customer. We also partner with Guardian (another A+ company with Revdex.com) to
offer this protection (they manage the one time accidental coverage on plan) so
there is a cost associated to Guardian as well in order for the plan to remain
active.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
Normally 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 normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We 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 amount.
Should 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.
As we are a company with a core value of fairness we are unable to offer
apology amounts off of any individual’s time or factory fresh merchandise that
stands in good condition in the home. While it is not normal 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 normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose from for
compensation. Please have the customer select (1) one option and respond back
to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of payment in the
full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize again for the
concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Thank you for providing the pictures of the tabletop. Clearly, the damage is unrelated to a defect however, given the date of delivery and your purchase of the goof proof plan, coupled with Bob's desire to maintain customer satisfaction I would like to present two courtesy offers for recourse.
We can exchange the table as a one time courtesy and void the goof proof plan on the table or we can send one of our technicians to your home to touch up the tabletop on a best effort basis. We are extremely confident with the restoration efforts performed by our Service technicians however, if you are unhappy with the best effort service, there will be no additional options to offer.
Your business is appreciated. Please let me know which option works best for you.
Sincerely
[redacted]
Complaint: [redacted]
I am rejecting this response because:
They showed up at my house at 2:30 and said that they were in their 2 hour time frame. I have explained to them that I can't be available until after 4 pm. I also sent a message thru facebook tonight and was told that they would not be sending a technician. I paid for this service and the padding from the couch fell out tonight.
This problem needs to resolved and this is very poor business. They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response and will accept it. However because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $2517.86 as promised by Account Manager [redacted] at the [redacted] office when I returned [redacted] call. I have an scheduled pick up for this Saturday, October 18, 2014 and will receive a full refund within 72 hours according to [redacted] over at credit card refunds.
I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers.
Complaint: [redacted]
I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this set. I have at least one friend who has had similar issues with their set and with Bob's as a whole. They delivered a new coffee table to them rather than all of these service calls. The service call to repair was had and repair man said it needed a new leg. Bob's refused to give a new leg. They then requested another service call where we would have to be home for 4 hour window this would be 4th time!
I requested to bring table to Bobs and get new one. I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptable. I can provide commentary from social media regarding this set if necessary.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The complaint I filed with the Revdex.com and Attorney General's office has nothing to do with lamps. How frustrating that this is the only record they could find of our [redacted] claims when we have spent over an hour on the phone speaking with representatives over there and at Bob's.
I had called about our sofas and coffee table damages - both of which are clearly covered under their plan [redacted]
My son had spilled juice and damaged the coffee table with scratches, both damages they are saying are not covered. I had called 2x and was thrown into voicemail after holding at [redacted] for 5 minutes. The voicemail message states that they will return the call within 24 hours but they never did. When we finally got through to a representative (about 4-5 days after the damage occurred), they told us that we were too late.They stated that we had to report the damages within 24 hours of when the incident happened, even though they market a 30 day window and then further said they wouldn't cover due to the way the furniture was damaged. According the [redacted], the damage done by children isn't covered because they could have been prevented with adult supervision. (My son's sippy cup top opened and juice spilled on the fabric and he was playing with his toys and gouged the coffee table). We were told when we purchased the living room set that we had to get this coverage due to the birth of our son and that goof proof would cover any damages that most children cause (staining and scratching). Now we're told that they aren't covered.
At this point, I expect Bob's/[redacted] to cover the damages that they market to cover with this plan or I want the money back due to misleading sales practices. I would never invest money into this coverage had I known that the sales person either had deceived us by telling us all accidental damages were covered or was ignorant in the product they were selling.
Good Afternoon Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup...
attempts.I am pleased to see that we have since successfully delivered the bunked! As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. We had out technician
at the home 7.8.16. He reported that he
inspected the table top and the sleeper sofa.
There were no manufacturing defects found in either piece. Our sleeper sofas do have a slightly raised
head of the sleeper. They are designed
to be that way; they are pictured this way on MyBobs.com site, and are featured
this way in the store. We are sorry if
the customer was not aware of this elevation before the purchase was made. If the customer had requested a reselection
immediately after receiving the delivery we would have been able to offer a
courtesy reselection. These pieces have
been in the home for almost a year and a half.
The technician found there to be no manufacturing defects. We would not be able to offer any options on
these pieces.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
[redacted],
The billable service is a set charge and I am unable to edit or adjust the fee. Your goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $79.99 for the billable service or hire an outside cleaning company to clean the entire sofa.
size="3">
We have reached out to this customer directly
to discuss options. We are awaiting
their response.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
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.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal 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 normal compensation guidelines and policies.
In an extreme effort to try to make this right for this customer,
we will offer to refund the delivery fee paid back to [redacted]. Please
advise the customer that all paperwork needed for this transaction has been
entered from our end and action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when you hear
Bob’s voice.
o
When the office person picks up explain that you are calling to get
a refund processed to your credit card [redacted] card ending in [redacted]
and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
In most cases any remaining questions regarding refund processing
time can be answered by reviewing the policies listed on your sales receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,
We are sorry that our customer is experiencing any concerns...
while seeking to
use the protection plan purchased and/or communicating damages to us directly.
We most certainly want to help our customer however we are not
being provided with the information needed to allow the assistance to take
place. It is uncommon that scratches just appear on furniture and our trifold,
provided to every customer at the time of sale, indicates that the customer
should contact us within three days of their delivery to make us aware of any
concern they feel may have been present from the point of delivery. When we are
called several weeks later and told about cosmetic damages (such as scratches)
as a business we must seek further information so that we can properly assist
that customer and all customer’s alike.
If the customer can report a coverable accidental incident (what ‘goof
proof’ covers) that caused these scratches we can process the claim via the
protection plan they purchased, offering the benefits that are associated with
this plan in full. I have attached the plan terms and conditions for reference.
If the customer continues to maintain that this cosmetic damage just appeared on
its own or that it just wasn’t reported all together we ask that the customer
submit photos of the damage and the piece itself. We will review these photos
with our Service Management Team and respond with what courtesy option, if any,
for partial coverage may be available for resolution here.
Kindest Regards,
...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We can understand how frustrating it is to
have the team running late and to not be able to get an answer as to why. Our records indicate the team did arrive at
11:19 am and so were under an hour late. We are sorry that the customer did not
feel the $50 gift card that was offered was adequate. That amount is above what we would normally
offer for a team being less then an hour later then estimated timeframe. Due to the delay in having this issues
rectified, we will offer that amount, $50 as a refund to the [redacted] account.
If this customer would like to accept this offer,
please reply through the Revdex.com mediation service that this is accepted and we
will process this refund and email the customer a copy of the refund.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have
caused...
this customer during their delivery experience with us. I can understand the frustration this customer
must be feeling at this time.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. This is scheduled for pickup on 8.6.16. If the pickup is successfully completed I will
reach out to our Accounting Department on Monday to ensure that the refund
check is cut on the next available day and I will have the check sent to the customer
via [redacted]. If this customer will not
have someone available to sign for the refund check, please reply through the
Revdex.com site and we will send via US Postal service.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I purchased a reclining sofa set from Bobs, I was told that I should purchase the [redacted] and if anything happened to the FURNITURE for the next 5 years, it would be repaired, if it couldn't be repaired it would be replaced, WELL the springs fell out of my love seat, I was told that it wasn't covered by [redacted] because I didn't know how it happened, I was told by Bobs that it couldn't be fixed nor replaced, DO NOT BUT FURNITURE FROM THIS STORE, IT IS VERY CHEAP AND WILL NOT LAST, THEY WILL NOT REPLACE YOUR ITEMS IF IT BREAKS, I ONLY HAD THE FURNITURE FOR A YEAR BEFORE IT FELL APART, I paid $1,200 for the set and an extra $200 I believe for the goof proof, JUST OF WASTE OF MY MONEY, I WISHED I WOULD HAVE LISTEN TO OTHER REVIEWERS, DON'T MAKE THE SAME MISTAKE I MADE, I WILL NEVER EVER PURCHASE FROM BOBS DISCOUNT FURNITURE AGAIN. IF YOU'RE READING MY REVIEW, PLEASE TAKE HEED........... SHAME ON THEM.
We went to Bob's 12/6/2016 to purchase a bedroom set and mattress set as a surprise Christmas gift for my mother. We had requested delivery for Monday the 26th but was advised they do not deliver Mondays so we accepted delivery for the 27th. That's 3 WEEKS Bob's had to get our order together! We get a voicemail on Thursday the 22nd to confirm our delivery for the 27th. GREAT! so I thought... My hubby and I take the 27th off from work in order to be able to get rid of all the furniture in the room and throw it out for any easy set up. Well foolish we were!! When the delivery guys come, they advise us they do not have the headboard so they can't set up the bed. THEN they didn't have the TV stand that we had ordered. It wasn't even on the list to be delivered! I was asked to just sign for the delivery since they had to continue making their deliveries. Well excuse the [redacted] out of me!!! We made this order 3 WEEKS in advance. 3 WEEKS!!! AND we threw out ALLL of the furniture in the room so basically I would have to have my mom sleep on NEW mattress on the FLOOR!!! We can get a call 5 days in advance to confirm delivery but we can't get a call to give us the heads up that our order isn't complete?! OK we make numerous calls to the customer service dept and spoke to the store manager from where we made our purchase. they were advising me they can deliver the headboard and tv stand on FRIDAY. After almost 2 hours of being on the phone with many different people, we FINALLY got the exception for next day delivery. WELL Wednesday comes NO HEADBOARD so another night of my mom sleeping on the NEW mattresses on the freaking floor. ANOTHER 2 hours of going back and forth regarding getting the headboard delivered. NOW they wanted to deliver on SATURDAY the 31st. I was not accepting this since I did make this order 3 freaking weeks in advance. FINALLY got the delivery scheduled for Thursday. FINALLY the "SURPRISE" was complete. 2 days of work lost since the 3rd delivery was made at 6:45AM. I was advised by the manager once everything was set up we can call back to discuss compensation for all the trouble. MIND YOU the ONLY reason I didn't cancel the order was because the old furniture was already in the GARBAGE!!!! So we finally call to discuss 'compensation' options only to be sold we will receive a $50 GIFT CARD. $50!!!! I DON'T WANT ANYTHING ELSE FROM BOBS AND $50?!?! REALLY?!?!? WE LOST 2 DAYS OF WORK!!! AND A SURPRISE THAT WENT TO CRAP. Then we get a call back to advise its a $50 credit. NOW... BOBS..... get it together. this $50 credit or whatever it will be is definitely not enough of a 'compensation'. Sad thing is we've purchased from you before. BUT NOW I don't plan to return. not even ordering 3 weeks in advance will save you a headache!!!
Good Afternoon Revdex.com,
Regretfully Bobs Discount Furniture is not able to provide our
customer with a full store credit for merchandise that has no manufacturing
defects present and is far outside of its manufacturing warranty period thru
Bobs. The concern that is being reported is not related to any other item
besides the item that the customer reports has scratches from an animal,
therefore we would be able to consider replacing other merchandise that is not
directly associated with the concern being reported.
I am very sorry that a part order will not resolve our customer’s
concern and we are still able to offer the two remaining options I originally
put forth. I have listed these option again below for the customer’s review. As
a business we must consider balancing the needs of our business with the needs
of our customer when resolving concerns and I do hope that our customer can
understand our position and the genuine effort we are putting forth to assist.
We have taken our customer’s concern seriously and followed up on the training
concerns we were told we allegedly have in our retail location.
Options Available to our customer:
Option #1:
We can offer a monetary
refund based on the price paid for Goof Proof Plan.
Option #2:
We can offer the customer
a Bobs Discount Furniture Gift Card for the amount she paid for the plan. In
addition, we can offer to add $50.00 to our customer’s store credit as a
further apology from Bobs.
Kind Regards,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Dear Revdex.com,
I spoke with [redacted] on 4/4/14 and she expressed her disatisfaction with the furniture she purchased. I explained to [redacted] that we could either replace the items that are damaged or allow her to return both the livingroom and dining room set and reselect to something...
different; [redacted] refused and demanded a full refund.
I explained to [redacted] that a refund is not an option, as indicated on her sales invoice however, we could explore the options listed above, again, [redacted] refused.
Bob's Discount Furniture appreciates [redacted]'s business and hopes to be able to reach an amicable resolution, especially one that restores her faith in our product and service quality.
Complaint: [redacted]
I am rejecting this response because:
I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture. I sent them the pictures because they said they would stand behind their furniture. I did give them the purchase date when I spoke to them.
I did not receive the information that they said I received when I purchased my furniture. I have all of my original receipts and paperwork and that is not among them. If I would have been told this information I would not have purchased the added insurance.
Sincerely,[redacted]
Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the...
inconvenience this delivery
experience caused our customer and her son. We 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.
Should the customer wish to cancel the protection plan
purchased and receive a refund on the monies put forth for this that is certainly
possible however we obviously advise against it since this plan will cover the
merchandise for a period of five full years against any manufacturing defects. We
understand the customer’s frustration and strongly suggest she reconsider this
demand as any business is unable to offer this type of protection at no cost to
their customer. We also partner with Guardian (another A+ company with Revdex.com) to
offer this protection (they manage the one time accidental coverage on plan) so
there is a cost associated to Guardian as well in order for the plan to remain
active.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
Normally 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 normal daily operations that have helped us grow
to be one of the largest furniture retailers in the U.S. We 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 amount.
Should 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.
As we are a company with a core value of fairness we are unable to offer
apology amounts off of any individual’s time or factory fresh merchandise that
stands in good condition in the home. While it is not normal 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 normal compensation guidelines and
policies.
I have listed three (3) options below for the customer to choose from for
compensation. Please have the customer select (1) one option and respond back
to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of payment in the
full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize again for the
concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon [redacted],
Thank you for providing the pictures of the tabletop. Clearly, the damage is unrelated to a defect however, given the date of delivery and your purchase of the goof proof plan, coupled with Bob's desire to maintain customer satisfaction I would like to present two courtesy offers for recourse.
We can exchange the table as a one time courtesy and void the goof proof plan on the table or we can send one of our technicians to your home to touch up the tabletop on a best effort basis. We are extremely confident with the restoration efforts performed by our Service technicians however, if you are unhappy with the best effort service, there will be no additional options to offer.
Your business is appreciated. Please let me know which option works best for you.
Sincerely
[redacted]
Complaint: [redacted]
I am rejecting this response because:
They showed up at my house at 2:30 and said that they were in their 2 hour time frame. I have explained to them that I can't be available until after 4 pm. I also sent a message thru facebook tonight and was told that they would not be sending a technician. I paid for this service and the padding from the couch fell out tonight.
This problem needs to resolved and this is very poor business. They need to either fix the couch or refund me the full amount for the couch, the shipping and the goof proof plan that we purchased that they are not standing behind!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response and will accept it. However because of the multiple failures to deliver a good product and failed promises on delivery dates, I kindly ask the Revdex.com to keep my complaint open Until I get my full refund of $2517.86 as promised by Account Manager [redacted] at the [redacted] office when I returned [redacted] call. I have an scheduled pick up for this Saturday, October 18, 2014 and will receive a full refund within 72 hours according to [redacted] over at credit card refunds.
I am very dissatisfied with the whole process and wish I was compensated in someway for the time I took off of work to receive delivery of the multiple flawed products I received plus the countless hours I have spent on the phone talking to multiple customer support reps and account managers.
Thank you for your help and time with all this.
Best Regards,
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this set. I have at least one friend who has had similar issues with their set and with Bob's as a whole. They delivered a new coffee table to them rather than all of these service calls. The service call to repair was had and repair man said it needed a new leg. Bob's refused to give a new leg. They then requested another service call where we would have to be home for 4 hour window this would be 4th time!
I requested to bring table to Bobs and get new one. I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptable. I can provide commentary from social media regarding this set if necessary.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The complaint I filed with the Revdex.com and Attorney General's office has nothing to do with lamps. How frustrating that this is the only record they could find of our [redacted] claims when we have spent over an hour on the phone speaking with representatives over there and at Bob's.
I had called about our sofas and coffee table damages - both of which are clearly covered under their plan [redacted]
My son had spilled juice and damaged the coffee table with scratches, both damages they are saying are not covered. I had called 2x and was thrown into voicemail after holding at [redacted] for 5 minutes. The voicemail message states that they will return the call within 24 hours but they never did. When we finally got through to a representative (about 4-5 days after the damage occurred), they told us that we were too late.They stated that we had to report the damages within 24 hours of when the incident happened, even though they market a 30 day window and then further said they wouldn't cover due to the way the furniture was damaged. According the [redacted], the damage done by children isn't covered because they could have been prevented with adult supervision. (My son's sippy cup top opened and juice spilled on the fabric and he was playing with his toys and gouged the coffee table). We were told when we purchased the living room set that we had to get this coverage due to the birth of our son and that goof proof would cover any damages that most children cause (staining and scratching). Now we're told that they aren't covered.
At this point, I expect Bob's/[redacted] to cover the damages that they market to cover with this plan or I want the money back due to misleading sales practices. I would never invest money into this coverage had I known that the sales person either had deceived us by telling us all accidental damages were covered or was ignorant in the product they were selling.
Sincerely,
[redacted]
Quality of furniture is extremely poor, it does not last very long, and it's hard to get to go for people to come out and fix anything probably
Good Afternoon Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup...
attempts.I am pleased to see that we have since successfully delivered the bunked! As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[redacted]
Good Morning Revdex.com,
line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. We had out technician
at the home 7.8.16. He reported that he
inspected the table top and the sleeper sofa.
There were no manufacturing defects found in either piece. Our sleeper sofas do have a slightly raised
head of the sleeper. They are designed
to be that way; they are pictured this way on MyBobs.com site, and are featured
this way in the store. We are sorry if
the customer was not aware of this elevation before the purchase was made. If the customer had requested a reselection
immediately after receiving the delivery we would have been able to offer a
courtesy reselection. These pieces have
been in the home for almost a year and a half.
The technician found there to be no manufacturing defects. We would not be able to offer any options on
these pieces.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
[redacted],
The billable service is a set charge and I am unable to edit or adjust the fee. Your goof proof plan will expire next year, it may be in your interest to cancel the remainder of the plan period and accept the partial refund; the alternatives would be for you to pay the $79.99 for the billable service or hire an outside cleaning company to clean the entire sofa.
Good Morning Revdex.com-
size="3">
We have reached out to this customer directly
to discuss options. We are awaiting
their response.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
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.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal 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 normal compensation guidelines and policies.
In an extreme effort to try to make this right for this customer,
we will offer to refund the delivery fee paid back to [redacted]. Please
advise the customer that all paperwork needed for this transaction has been
entered from our end and action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when you hear
Bob’s voice.
o
When the office person picks up explain that you are calling to get
a refund processed to your credit card [redacted] card ending in [redacted]
and provide them this order number: [redacted]
o
At that point they will take the credit card information from you
and complete the processing.
In most cases any remaining questions regarding refund processing
time can be answered by reviewing the policies listed on your sales receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison