Morning Revdex.com,
We are very sorry for the damaged
delivery and the poor communication that
this customer has had to deal with. I have
already spoken to this customer through another channel and have offered
compensation which has been accepted.
We are very sorry that any
customer should have to encounter so many issues and we look forward to this customer
receiving their delivery tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
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.
We look forward to using the $[redacted] in store reselection credit to hopefully choose a set that will last better than our current one. While we're not quite convinced that delivery will cost $99 (on our last check, it was $[redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition). we understand that Bob's is a company and isn't going to give us anything without getting something in return. We know that these will be sold in the pit at the local store and there's nothing we can do about that practice.
Thank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.
All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine.
Sincerely,
[redacted]
Good Morning [redacted],
I am very sorry for the...
disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I bought couches from Bobs three years ago. They under went normal wear but were maintained the entire time. One of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted]" and no remedy what so ever was offered!! I expected these couches to last more than 3 years. Buyer Beware the value is not there if you plan on keeping your furniture for more than a year or so. Also read the description of the " [redacted]" warranty as the salesman will not give you an accurate description of what it actually covers
Good Afternoon [redacted]
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
We have reached out to this customer directly
via phone and email and offered possible solutions for this part issue. We are very sorry we have disappointed this
customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] Company
directly.
We delivered this
merchandise on 11.15.16 we have made one attempt at exchange on 11.16.16. From the first call this customer made that
have requested compensation as a large refund. We have explained that due to
this being an [redacted] order the only option for compensation we have is
a Bob’s Gift Card. If this customer would
like to explore other options they must do so with [redacted] only.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refund. As your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift card. For non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate.
Sincerely,
[redacted]
Dear Revdex.com,
This complaint has been resolved.
On 4/1/14, we spoke with Mrs. [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for credit. Mrs. [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use...
by 6/1/14.
The full details of the reselection have been disclosed to Mrs. [redacted].
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow up. Bobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand behind the quality
of our product.
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business.
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department.
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com-
10pt;">We are very sorry that there was miscommunication and
confusion on this order. This caused
unacceptable delays in having the bed correctly assembled. The issue was finally identified and a
resolution was offered.
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 the 15th largest furniture retailer 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 a token of apology we would like to offer this
customer a Bob’s store credit in the amount of $200. If the customer would like to accept this
offer please accept through the Revdex.com and we will create the paperwork and send
to the customer on the email on this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement.
Sincerely,
[redacted]
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 their concerns have
been resolved.
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. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
I see that this was already approved for a
refund due to the delay in the part order.
Parts are ordered directly from the vendor, we do not stock parts. Each vendor has their own processing
timeframe, and I see for this vendor is does appear to be vendor that takes
about 44 days to ship parts. This is
scheduled to be picked up from the home 3/15/16, I checked to see if we could
offer to exchange the pieces that have the hardware packed with them, they are
out of stock. I apologize that we were
not able to make this right for this customer.
Because this customer purchase through a third party, Acceptance Now, in
the store not through Bob’s Discount Furniture, we do not have control over
their requirements in regards to canceling the contract and receiving a refund.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
size="3">
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[redacted] 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 company. Our 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.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns...
expressed in your Revdex.com complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported. Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible. I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]
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 updated
on 1.10.14 and the customer now has Goof Proof Plus in effect until
1.15.18. Unfortunately, when the customer
called in looking for service, the agent must not have seen this upgrade and
provided the customer with inaccurate information. We are very sorry if this caused frustration
or delay.
This warranty has two aspects. Through Bob’s this customer is covered 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
customer can receive unlimited parts and service during the warranty period.
The other side of this warranty is through a third party
company, [redacted]. [redacted] 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 in the home and
not through everyday use, misuse or abuse of the merchandise.
I reviewed the claims the customer submitted to [redacted]. The claims were denied as they did not meet
the established criteria. The first
claim was denied as it was for loose/wobbly furniture. That is a call that should have come to Bob’s. We did send out our technician at that time
to tighten the pieces. The second claim
was denied as the customer reported that the movers had damaged the pieces in
the move. That is a claim that should
have been made to the moving company hired by the customer.
I have set up a service for our technician to come to the
home and tighten the pieces. The service
is saved under the customer’s phone number.
When the customer is ready they can call into customer care to schedule
at their convenience ###-###-####.
Good Afternoon Revdex.com-
We are very sorry for any...
misunderstandings. The rug was delivered August 2015. The rug is
covered for five years for manufacturing defects through Bob’s and damage from
a single accident through [redacted]. I do
see that this customer called in to report issues to the rug on 11.11.16. During the conversation with the agent, while
the agent was trying to ascertain what the damage is and if it is damage that
might be manufacturing in nature and we would then send a Bob’s technician or
if it is damage from an accident the customer became upset and disconnected the
call.
It is necessary for the process to ask when the damage
occurred and how. That enables us to
ensure we are processing the claim correctly.
We would expect if a piece was delivered into the home with damage the
customer calls us within a reasonable amount of time to report. This customer called in damage from delivery fifteen
months after delivery.
If the customer believes this damage is a manufacturing
defect they should call Bob’s customer care offices and report it. If this customer believes the damage is from
a single accident they should then call [redacted] and report when it occurred and
how. [redacted] only accepts claims that
are called in within thirty days of occurrence.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Good Afternoon Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to go to any Bob’s Discount Furniture
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
We are offering 100% credit on the
stairway unit only. This will fulfill
the one time replacement that the [redacted] insurance covers. I have set up
the paperwork if this customer wishes to have the new stairway covered for five
years the cost of adding [redacted] insurance would be $39.99. We will cover the delivery fee and
installation. When the team comes to
home with new unit they will remove old pieces. If the customer wishes to have the GPP
added please call ###-###-#### when you hear Bob’s voice hit 1 to be
connected. The store will be able to
schedule the exchange.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have choose to go with option #2. I find that this resolution is satisfactory to me. Thank you very much with you assistance in this matter! :-) :-)
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Based on the account of occurrences the customer is
reporting we stand behind the fact that Guardian is following the terms and
conditions of the protection plan set forth for all consumers alike.
The occurrence of damage while using an item (any item- I.E.
a lawnmower, a vehicle, a washing or drying machine) for its intended purpose
is not considered an accident in most every industry. The cause of such damages
under normal use (like sitting in a chair that was built specifically for such
an act) is most likely related to normal wear/tear (the customer has had possession
of this merchandise for several years) or a manufacturing defect within the
product itself. The Bobs Discount Furniture manufacturing warranty was valid
for one year on this purchase and expired in 2013. Reporting that you have been
using a chair, which is manufactured and intended for sitting, as a step stool
is in fact abuse of the product and its basic material make up. Our Bob’s Technician
who was in the home on 7.17.2015 determined that these chairs are experiencing
signs of wear and tear and did the best he could to fix what was repairable
outside of any direct warranty coverage associated with Bobs.
While Guardian is a partner of ours and we do continually
stand behind the choices this partner makes under their accidental coverage
guidelines, we will provide the customer with a Bobs Discount Furniture Store
Credit for the 4 side chairs/ 2 arm chairs purchased. By accepting this store credit the customer is compliant with and acknowledging
that the goof proof coverage they purchased for these particular chairs has
been fulfilled. The protection will no longer be active on these chairs
as the plan offers a one time replacement credit on merchandise within the 5
year period of coverage. We will not be responsible for removing the current
chairs the customer has possession of and the store credit can be used at any
of our retail locations towards the purchase of new chairs.
The electronic credit has been uploaded to the customer’s
records and be accessed by our sales associates using this order number: [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good...
Morning Revdex.com,
We are very sorry for the damaged
delivery and the poor communication that
this customer has had to deal with. I have
already spoken to this customer through another channel and have offered
compensation which has been accepted.
We are very sorry that any
customer should have to encounter so many issues and we look forward to this customer
receiving their delivery tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
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.
We look forward to using the $[redacted] in store reselection credit to hopefully choose a set that will last better than our current one. While we're not quite convinced that delivery will cost $99 (on our last check, it was $[redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition). we understand that Bob's is a company and isn't going to give us anything without getting something in return. We know that these will be sold in the pit at the local store and there's nothing we can do about that practice.
Thank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.
All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine.
Sincerely,
[redacted]
Good Morning [redacted],
I am very sorry for the...
disappointment you are experiencing with your reclining
sofa set and the [redacted] Protection Plan you purchased. I assure you that
Bobs Discount Furniture cares very much to satisfy all our customers and we
stand behind the quality of our products including the protection plan we sell.
The [redacted], as its name depicts and the documents associated with the
plan denote, is for protection against accidental damage and in order for a
claim to qualify for coverage under this plan you must report an accidental occurrence
causing the damage you are reporting. I can certainly understand your
frustration as we have serviced this concern several times for you and are now
denying you coverage.
While I
acknowledge why the denial was received from Bobs Discount Furniture as we
actually begin servicing this merchandise for you and covering the cost of
parts outside of your direct warranty from us, I can also clearly see how you
as a consumer may believe that your protection plan would cover you for such occurrences.
The plan
grants you a one time replacement of the affected furniture should your claim
be accepted. Should you choose the replacement option the one time replacement
fulfills the agreement of your protection plan and the plan is no longer active
on the items that have been replaced. In the interest of fairness we are
willing to approve a one time replacement of the sofa using the protection plan
you assumed covered you continually for this occurrence.
If you would like
this option processed we will place a store credit into the system for you
based on the original price you paid for this reclining sofa. We will also
cover the cost of removing the current item and delivering the new item you
select from our showroom on the same day. If you would like us to enter this
credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding
the credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
I bought couches from Bobs three years ago. They under went normal wear but were maintained the entire time. One of my couches has a completely broken wooden frame and is unusable!! Both couches have PEELING LEATHER!! I contacted Bobs and " [redacted]" and no remedy what so ever was offered!! I expected these couches to last more than 3 years. Buyer Beware the value is not there if you plan on keeping your furniture for more than a year or so. Also read the description of the " [redacted]" warranty as the salesman will not give you an accurate description of what it actually covers
Good Afternoon [redacted]
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June.
Parts are ordered directly from the vendor,
they are not something we keep in stock.
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
We have reached out to this customer directly
via phone and email and offered possible solutions for this part issue. We are very sorry we have disappointed this
customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] Company
directly.
We delivered this
merchandise on 11.15.16 we have made one attempt at exchange on 11.16.16. From the first call this customer made that
have requested compensation as a large refund. We have explained that due to
this being an [redacted] order the only option for compensation we have is
a Bob’s Gift Card. If this customer would
like to explore other options they must do so with [redacted] only.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I do not find your offer of a gift card in the amount of my warranty cost as an except able refund. As your own BOB's policy stated " for any refund you may accept a Bob's discount furniture gift card. For non gift card refunds, except as other wise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our corporate offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card." I believe in this circumstance a refund check from your corporate office is more then appropriate.
Sincerely,
[redacted]
Dear Revdex.com,
This complaint has been resolved.
On 4/1/14, we spoke with Mrs. [redacted] and agreed to allow her to return sofa, loveseat, chair, ottoman and tables for credit. Mrs. [redacted] is aware that she has a store credit in the amount of $1684.28, which she must use...
by 6/1/14.
The full details of the reselection have been disclosed to Mrs. [redacted].
Good Afternoon Revdex.com,
I have reached out to this customer by telephone today
(10.01.2014) and provided her with my direct number for follow up. Bobs
Discount Furniture is very sorry that our customer is experiencing any issues
with her product and we assure our customer that we do stand behind the quality
of our product.
I will need more information and evidence from our
customer to continue my research and come up with a fair and appropriate resolution
that balances both the demands of our customer and the needs of our business.
Please ask that the customer send through photographic
evidence of this concern so that I can confirm the damage is in fact a manufacturing
defect with a review from our professionally trained Service Department.
The customer is more than welcome to reach out to me
directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]
Good Afternoon Revdex.com-
10pt;">We are very sorry that there was miscommunication and
confusion on this order. This caused
unacceptable delays in having the bed correctly assembled. The issue was finally identified and a
resolution was offered.
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 the 15th largest furniture retailer 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 a token of apology we would like to offer this
customer a Bob’s store credit in the amount of $200. If the customer would like to accept this
offer please accept through the Revdex.com and we will create the paperwork and send
to the customer on the email on this complaint.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
We are no longer interested in working with the vendor for a replacement product. All photos were previously submitted to the vendor's CSR who refused to provide a replacement.
Sincerely,
[redacted]
Good Day Revdex.com,
white; line-height: 15pt;">Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 their concerns have
been resolved.
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. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
I see that this was already approved for a
refund due to the delay in the part order.
Parts are ordered directly from the vendor, we do not stock parts. Each vendor has their own processing
timeframe, and I see for this vendor is does appear to be vendor that takes
about 44 days to ship parts. This is
scheduled to be picked up from the home 3/15/16, I checked to see if we could
offer to exchange the pieces that have the hardware packed with them, they are
out of stock. I apologize that we were
not able to make this right for this customer.
Because this customer purchase through a third party, Acceptance Now, in
the store not through Bob’s Discount Furniture, we do not have control over
their requirements in regards to canceling the contract and receiving a refund.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
size="3">Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon [redacted],
size="3">
We apologize that you have been experiencing so much disappointment
with your product and feel so let down by your ‘[redacted]’ plan. I have
reviewed your complete account history and find no report of disappointment
made directly to Bobs Discount Furniture from you. I fear you may have been
reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount
Furniture.
[redacted] 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 company. Our 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.
We
provide a general flyer at the time of sale that very clearly indicates there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.We again apologize that you didn’t receive the service
expected from the [redacted] company and are willing to look into your claim
further to see how we may be able to help you directly outside of your warranty
period through Bobs.
At this time we ask that you provide photographic
evidence via this Revdex.com channel of the damage you assert exists.
To
move forward please send a minimum of three (3) pictures (in color), I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the Sofa Sectional:
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- 1 Picture that clearly shows the damage
marks (I am assuming seam tearing/ripping) at close range on the chaise.
-1 Picture that clearly shows the damage marks
(I am assuming seam tearing/ripping) at close range on the back cushions.
We
will review these photos with our Service Management Team and respond with
what, if any, options for resolution we may have to offer you.
Kindest
Regards,
[redacted]
Bobs
Discount Furniture[redacted]
Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns...
expressed in your Revdex.com complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported. Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible. I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]
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 updated
on 1.10.14 and the customer now has Goof Proof Plus in effect until
1.15.18. Unfortunately, when the customer
called in looking for service, the agent must not have seen this upgrade and
provided the customer with inaccurate information. We are very sorry if this caused frustration
or delay.
This warranty has two aspects. Through Bob’s this customer is covered 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
customer can receive unlimited parts and service during the warranty period.
The other side of this warranty is through a third party
company, [redacted]. [redacted] 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 in the home and
not through everyday use, misuse or abuse of the merchandise.
I reviewed the claims the customer submitted to [redacted]. The claims were denied as they did not meet
the established criteria. The first
claim was denied as it was for loose/wobbly furniture. That is a call that should have come to Bob’s. We did send out our technician at that time
to tighten the pieces. The second claim
was denied as the customer reported that the movers had damaged the pieces in
the move. That is a claim that should
have been made to the moving company hired by the customer.
I have set up a service for our technician to come to the
home and tighten the pieces. The service
is saved under the customer’s phone number.
When the customer is ready they can call into customer care to schedule
at their convenience ###-###-####.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon Revdex.com-
We are very sorry for any...
misunderstandings. The rug was delivered August 2015. The rug is
covered for five years for manufacturing defects through Bob’s and damage from
a single accident through [redacted]. I do
see that this customer called in to report issues to the rug on 11.11.16. During the conversation with the agent, while
the agent was trying to ascertain what the damage is and if it is damage that
might be manufacturing in nature and we would then send a Bob’s technician or
if it is damage from an accident the customer became upset and disconnected the
call.
It is necessary for the process to ask when the damage
occurred and how. That enables us to
ensure we are processing the claim correctly.
We would expect if a piece was delivered into the home with damage the
customer calls us within a reasonable amount of time to report. This customer called in damage from delivery fifteen
months after delivery.
If the customer believes this damage is a manufacturing
defect they should call Bob’s customer care offices and report it. If this customer believes the damage is from
a single accident they should then call [redacted] and report when it occurred and
how. [redacted] only accepts claims that
are called in within thirty days of occurrence.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
size="3">
Good Afternoon Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to go to any Bob’s Discount Furniture
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
We are offering 100% credit on the
stairway unit only. This will fulfill
the one time replacement that the [redacted] insurance covers. I have set up
the paperwork if this customer wishes to have the new stairway covered for five
years the cost of adding [redacted] insurance would be $39.99. We will cover the delivery fee and
installation. When the team comes to
home with new unit they will remove old pieces. If the customer wishes to have the GPP
added please call ###-###-#### when you hear Bob’s voice hit 1 to be
connected. The store will be able to
schedule the exchange.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have choose to go with option #2. I find that this resolution is satisfactory to me. Thank you very much with you assistance in this matter! :-) :-)
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">Based on the account of occurrences the customer is
reporting we stand behind the fact that Guardian is following the terms and
conditions of the protection plan set forth for all consumers alike.
The occurrence of damage while using an item (any item- I.E.
a lawnmower, a vehicle, a washing or drying machine) for its intended purpose
is not considered an accident in most every industry. The cause of such damages
under normal use (like sitting in a chair that was built specifically for such
an act) is most likely related to normal wear/tear (the customer has had possession
of this merchandise for several years) or a manufacturing defect within the
product itself. The Bobs Discount Furniture manufacturing warranty was valid
for one year on this purchase and expired in 2013. Reporting that you have been
using a chair, which is manufactured and intended for sitting, as a step stool
is in fact abuse of the product and its basic material make up. Our Bob’s Technician
who was in the home on 7.17.2015 determined that these chairs are experiencing
signs of wear and tear and did the best he could to fix what was repairable
outside of any direct warranty coverage associated with Bobs.
While Guardian is a partner of ours and we do continually
stand behind the choices this partner makes under their accidental coverage
guidelines, we will provide the customer with a Bobs Discount Furniture Store
Credit for the 4 side chairs/ 2 arm chairs purchased. By accepting this store credit the customer is compliant with and acknowledging
that the goof proof coverage they purchased for these particular chairs has
been fulfilled. The protection will no longer be active on these chairs
as the plan offers a one time replacement credit on merchandise within the 5
year period of coverage. We will not be responsible for removing the current
chairs the customer has possession of and the store credit can be used at any
of our retail locations towards the purchase of new chairs.
The electronic credit has been uploaded to the customer’s
records and be accessed by our sales associates using this order number: [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison