Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The exchange should have happened from the beginning.
Sincerely,
[redacted]
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
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!!!
Morning Revdex.com,
We agree with customer that in
this case a refund for the 2 twin beds is appropriate. The paperwork has been created to process
that request. Please reply to Revdex.com that
this is accepted and call the store with original method of payment [redacted] [redacted] Please call ###-###-####, when you hear Bob
start talking hit 1. When the office
answers tell them you have credit # [redacted] and you need
to have your credit card number entered.
You can stop by the store with the card as well. If you no longer have this card in use,
please go to any Bob’s store with a photo ID and an alternate credit card. We apologize that this was not already taken
care of.
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverage. Both a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replaced. Bobs furniture does not have a very good reputation of honoring warranties. I purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same day. Why is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat business. I bet every customer that has ever had an issue has never come back to purchase anything else from you again. I sincerely hope you do the right think and replace a product that you should stand by.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,[redacted] [redacted]
[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 afternoon,
I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested. Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation. My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[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: I just have a hard time believing anything this company says at this point. I was promised a gift card that I should have received over a week ago that still hasn't arrived. My husband (against my better judgment) would like to purchase a tv
stand to go with our bedroom furniture. He does not want it to be delivered and plans to pick it up from the store. I told him to wait so that he could use the gift card towards the purchase. It's been the longest 5-7 business days I've ever heard of.
As far as contacting customer service in regards to my issue after the 17th is not a problem. However I do think it will be a waste of time because I've called them before and gotten no where. I even spoke to a supervisor who refused to give me any compensation over $100. That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your company. I spoke with[redacted] and [redacted] in your cooperate customer service office. I explained my entire situation and they could care less. I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are. I'm tired of going around un circles with you people. Maybe I should contact the media so that everyone could be aware of how you truly do business. If you continue with these practices you won't be in business long.
Sincerely,[redacted]
size="3">
Please pass on our sincerest apologies for the trash being left
behind during delivery in March of 2015.
I called this customer on 9.11.2015 (6:50pm) and left a message on
their voicemail with my direct number to discuss this concern further. Please
advise the customer we are happy to address this concern via telephone and if
they are in agreement I can be reached at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
Bob's Discount Furniture prides itself on standing behind
the merchandise we sell, in the event of a defect -however, to remain fair to
all of our customers there are some scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.
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.
Revdex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will
Be awaiting for the part.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: NO ONE IN MY HOME PLACED ANYTHING ON THIS SERVER THAT CAUSED THAT STAIN! that means it's a manufacturer defect! When I called Bob's on 6/14/2016 I told the young man that there was a stain in the marble that had not been noticed and while cleaning it with a wet towel (with water only) it had a rough feel to it. I also told him that we had not done anything to the server (meaning we had not used it) so it had to come from the manufacturer this way and he told me that he was submitting the information and that I would get an email and to follow their instructions. I was never given an option for Bob" technician to come out to look at the stain or more importantly to touch it. I asked him should this be a claim? He continued to tell me that I would be contacted by email and follow instructions. Regardless to this, I was told by my salesman that whatever happened (tears spills, rips) to any piece it would be covered because Bob stands by his word. He never said be sure to lie and say it was an accident if you notice something so we will cover it! The warranty states that [redacted] plan covers accidents and manufacturers defects. By looking at pictures, how can anyone determine where the damages occurred? How can you look at pictures and determine that the chipped chair leg was a manufacturer defect but the server stain wasn't?
Hypothetically speaking, (meaning this didn't happen), if something was set on the server and left a stain would that be considered intentional or accidental? Why would anyone intentionally damage their own furniture? I wanted a technician sent to my home to investigate the stain. Why was that option never offered? Why is this such a problem? This stain was identified in my home but DID NOT occur in my home! I feel Bob's Furniture protection plan is a scam and not worth the paper it's written on. Right now I am feeling that is may be best for the entire set returned to Bob's and my money refunded.
Sincerely,
[redacted]
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. Compensation has been
offered and accepted as a refund to the Wells Fargo account. Audrey will be watching the order until the
last piece has been delivered. This
delivery is currently scheduled for 1.13.17.
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.
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
Complaint: 1[redacted]
I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt.
I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."
Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the home. Not only did not one show-up but no one returned a call to say no one was coming. My Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.
At which point we were beyond going any further with this nighmare. Christina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid.
We are now in possesion of a Bob's Credit Card for $3400 and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?
It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The exchange should have happened from the beginning.
Sincerely,
[redacted]
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
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...
Morning Revdex.com,
We agree with customer that in
this case a refund for the 2 twin beds is appropriate. The paperwork has been created to process
that request. Please reply to Revdex.com that
this is accepted and call the store with original method of payment [redacted] [redacted] Please call ###-###-####, when you hear Bob
start talking hit 1. When the office
answers tell them you have credit # [redacted] and you need
to have your credit card number entered.
You can stop by the store with the card as well. If you no longer have this card in use,
please go to any Bob’s store with a photo ID and an alternate credit card. We apologize that this was not already taken
care of.
Kindest Regards,
Tracy Sa[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverage. Both a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replaced. Bobs furniture does not have a very good reputation of honoring warranties. I purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same day. Why is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat business. I bet every customer that has ever had an issue has never come back to purchase anything else from you again. I sincerely hope you do the right think and replace a product that you should stand by.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,[redacted] [redacted]
[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 afternoon,
I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested. Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation. My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[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: I just have a hard time believing anything this company says at this point. I was promised a gift card that I should have received over a week ago that still hasn't arrived. My husband (against my better judgment) would like to purchase a tv
stand to go with our bedroom furniture. He does not want it to be delivered and plans to pick it up from the store. I told him to wait so that he could use the gift card towards the purchase. It's been the longest 5-7 business days I've ever heard of.
As far as contacting customer service in regards to my issue after the 17th is not a problem. However I do think it will be a waste of time because I've called them before and gotten no where. I even spoke to a supervisor who refused to give me any compensation over $100. That is why I turned to Revdex.com in the first place because I wasn't getting anywhere with your company. I spoke with[redacted] and [redacted] in your cooperate customer service office. I explained my entire situation and they could care less. I even informed them that I was contacting Revdex.com and they told me that was my right so that's what I did and here we are. I'm tired of going around un circles with you people. Maybe I should contact the media so that everyone could be aware of how you truly do business. If you continue with these practices you won't be in business long.
Sincerely,[redacted]
Good Evening Revdex.com,
size="3">
Please pass on our sincerest apologies for the trash being left
behind during delivery in March of 2015.
I called this customer on 9.11.2015 (6:50pm) and left a message on
their voicemail with my direct number to discuss this concern further. Please
advise the customer we are happy to address this concern via telephone and if
they are in agreement I can be reached at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="Calibri">Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
Bob's Discount Furniture prides itself on standing behind
the merchandise we sell, in the event of a defect -however, to remain fair to
all of our customers there are some scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
With the length of your first email and trying to read it and deal with issue once again while I was working today I did not see you say you were sending me a new chaise cover. This is all I wanted the entire time. As to my level of aggression, if you had any idea the amount of time and energy I have wasted dealing with this issue you would understand completely. I really hope you are addressing the issue of your sales people correctly stating the facts of the insurance because I as told numerous false statements by your staff. And im 100 percent telling you the truth when I tell you [redacted] told me that I was being lied to by [redacted] and they had to cover my claim. You should also from here on out not assume what happened and basically tell a customer they are a liar and that their animal caused the damage. We really did not appreciate this at all and this also added to my Ievel of aggression in my last email, I also do not appreciate the condescending nature of your email in general and putting things in bold letters and underlying them. I am not a child nor do I feel like being treated like one. I appreciate you taking care of the issue finally but really wish it did not have to escalte to this point to finally get a resolution. Your company should really look into the policy you sell because it is a scam, [redacted] has nothing but bad reviews on every site I could find including consumer affairs and I can tell you that personally I will never purchase anything from any company that sells their policies. I work in a luxury customer service enviroment and I can tell you the way this matter was handled would not be acceptable at my place of business and would be addressed and handled immediately! Once again we appreciate Bobs finally giving us a resolution to this matter.
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
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]
Revdex.com: Thank you very much for your hard work in this matter. I'm sorry it had to get to this, but this could have been resolved a long time ago if someone like you was on the case. Again I thank you & I will
Be awaiting for the part.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: NO ONE IN MY HOME PLACED ANYTHING ON THIS SERVER THAT CAUSED THAT STAIN! that means it's a manufacturer defect! When I called Bob's on 6/14/2016 I told the young man that there was a stain in the marble that had not been noticed and while cleaning it with a wet towel (with water only) it had a rough feel to it. I also told him that we had not done anything to the server (meaning we had not used it) so it had to come from the manufacturer this way and he told me that he was submitting the information and that I would get an email and to follow their instructions. I was never given an option for Bob" technician to come out to look at the stain or more importantly to touch it. I asked him should this be a claim? He continued to tell me that I would be contacted by email and follow instructions. Regardless to this, I was told by my salesman that whatever happened (tears spills, rips) to any piece it would be covered because Bob stands by his word. He never said be sure to lie and say it was an accident if you notice something so we will cover it! The warranty states that [redacted] plan covers accidents and manufacturers defects. By looking at pictures, how can anyone determine where the damages occurred? How can you look at pictures and determine that the chipped chair leg was a manufacturer defect but the server stain wasn't?
Hypothetically speaking, (meaning this didn't happen), if something was set on the server and left a stain would that be considered intentional or accidental? Why would anyone intentionally damage their own furniture? I wanted a technician sent to my home to investigate the stain. Why was that option never offered? Why is this such a problem? This stain was identified in my home but DID NOT occur in my home! I feel Bob's Furniture protection plan is a scam and not worth the paper it's written on. Right now I am feeling that is may be best for the entire set returned to Bob's and my money refunded.
Sincerely,
[redacted]
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 see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify the situation and reach a satisfactory outcome. Compensation has been
offered and accepted as a refund to the Wells Fargo account. Audrey will be watching the order until the
last piece has been delivered. This
delivery is currently scheduled for 1.13.17.
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
Hi Revdex.com,
Thank you for helping us out to resolve the issue. I would like to thank 'BOB Discount Furniture' for coming forward to resolve this issue.
If I am facing towards ARM Chair the left ARM is broken, so could you please order this ARM for my ARM Chair.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks,[redacted]
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Complaint: 1[redacted]
I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt.
I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."
Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the home. Not only did not one show-up but no one returned a call to say no one was coming. My Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.
At which point we were beyond going any further with this nighmare. Christina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid.
We are now in possesion of a Bob's Credit Card for $3400 and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?
It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position.
Sincerely,
[redacted]