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
Thank you so much! I can't wait for my son to finally sleep on a bed..
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]
Please apologize to our customer
for any type of confusion he feels may have taken place during the time of
sale. We do not “take advantage” of our customers, this item was picked up (and
shipped by the customer to their home) as an outlet purchase, was the item not
inspected at all by the consumer prior to it being purchased or signed to as
accepted as is to on its way out of the pick up location?
Our records indicate that the
customer has communicated a concern with the back of one of the recliners and
our company has already worked beyond our policy by offering to arrange to have
the item serviced (at no cost) by one of our professional service technicians.
At this time the courtesy service/
repair visit is a valid offer for recourse on an item sold to the consumer in ‘As
Is’ condition and we stand behind this offer as the most fair and adequate
offer a retailer can be expected to make in this scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Had a very good in store experience with our sales associate Ben. We needed to furnish an DC apartment in one trip. Found mid to low price and mid to low quality items that were very comfortable. A plus! What a lousy surprise with after-sale customer service. They're some centralized call bank with lots of numbers to wade through. The one chair arrived with two manufacture defects, a [redacted] leg and ill fitting upholstery gap with fluff peeking out. I called within the hour of delivery and got such dolt about their warranty for a technician to come fix it within the first year! Twice! They're driving me up the wall. Got no copy of delivery paperwork voiding a sound product. We were in a contract for a new, perfect chair in new perfect condition for our full price new cash payment. They must have lots of manufacture defects in what they ship, because they're adamant about their rules no matter how stupid...and illegal. Would pay more for less hassles. Just in, after terse e-mail suggesting small claims court etc. to corporate email available on Revdex.com site - they'll replace chair. Wow, how tiring.
Please pass on my sincerest
apologies to this customer for the terrible sales experience she had with us. I
assure her that Bobs Discount Furniture operates on core values such as honesty
and integrity. It is as equally disappointing to us as it is to her, that we cannot
provide the table she desired most and having been with this company for many
years I am certain that our business practices have never and will never
include deception of our adored customers.
We absolutely take responsibility
for not being able to provide this customer with the merchandise we told her we
would have for her. I also find it quite embarrassing that a member of our
Customer Care team would place any type of blame or responsibility back onto
our store and I am so sorry that this customer’s concern was met with a lack of
ownership from our responding agent. We are a team and when any part of our
team fails our customer, we all fail. Regretfully on all levels of our company
we are unable to discount our new merchandise past the already discounted price
we offer it at. The only time the price of our product may change is when the
item is something that we are depleting from our current/future stock. This
change is placed in by our Merchandising Department and our retail locations
will follow suit with updating their signage based on the communications they
have received.
The $200.00 difference this
customer is referring to is a package price and does not reflect the difference
in pricing between the two tables she purchased. I checked with our warehouse
and we currently still have stock of the original chairs she was interested in
purchasing so if she would still like those lower priced chairs we can make
that swap happen upon her request. Her original invoice reflects a price of
$191.64 (for the black granite table we no longer carry) and her current
invoice (for the brown marble table she has) reflects a price of $296.52. This
difference in between the two tables equals $104.88. We can offer this customer
a Bobs Discount Furniture Gift Card as a form of apology for the promise of a
table that we never delivered in the amount of $104.88. We did not and never
will mislead our customers into spending more money with us and I cannot
apologize enough that this customer was left with any type of perception regarding
an unfair and dishonest business practice.
Please let me know how this customer
would like to proceed after reading our response and should our offer be
accepted I will process the request to have this gift card directly applied to
this customer’s internal account.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com-
In an effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for exchange.
Should the customer wish to accept this offer they are able to contact our
Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am
– 7:00pm) schedule the exchange. Please
give our agent your ACCEPTNOW code [redacted] to easily reference exchange to
schedule.
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.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
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.
Unfortunately I will go with option one. I will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product
Sincerely,
[redacted]
Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer. We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the store with the original credit card information; this is
something we do not keep on file for security purposes. Refunding the delivery fee is outside our
normal policy, it is not something we normally offer. We would not be able to offer additional
compensation for this customer.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon Revdex.com-
10pt;">We are very sorry for the miscommunication on the
deliveries. The customer had two
separate orders. The agent that the
customer spoke with did confirm the delivery for 1.14.17. They were not aware that there was a
different order. That was a preventable
error. We are very sorry for that.
The customer had the choice of accepting the delivery
on 1.13.17 or refusing and rescheduling.
They chose to accept. The rooms
were not ready for the team to assemble the merchandise because the customer
expected to receive the delivery the following day. The team called into Bob’s per policy to
state that the customer was accepting the merchandise unassembled. The customer agreed to accept delivery and
that we would not be able to send the team back to assemble. This is on a recorded call.
Normally we offer any type of apology in the form of a Bobs Discount Furniture store
credit 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 for the miscommunication on the
delivery date and the agent not realizing that there were two orders scheduled
for different days and the customer having issues with the assembly and finding
the legs we would like to offer the customer a store credit of $175. If the customer would like to accept this
offer they can reply to the Revdex.com that they accept and I will have the credit
processed.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 as it refers to the box spring. I will take the full refund and give up the 10 year warranty.
However, there is still the issue of the desk I originally purchased. I should be refunded the delivery charge for the desk that was never delivered (I have already received a refund for the desk). The desk was scheduled to be delivered on November 14th. When they arrived at my home, I was told that the desk was never loaded on the truck. The delivery fee for the desk shows as $39.99 on [redacted] and I should receive a refund for that portion of the total delivery charge I paid.
My total refund should be $172.69.
Sincerely,
[redacted]
Please pass on our apologies to
our customer for the defect that they have experienced with their product. I
believe our customer may be confused as to how long their protection plan term
was purchased for and the terms and conditions of the protection offered thru
Bobs as it was/ is visibly indicated to them.
The Goof Proof Plus Plan sold to
this customer at a cost of $69.99 is for five years of coverage and hasn’t been
used or affected at all by the claim that we had already provided resolution
for.
Furniture sold today is commonly
built on an assembly line and while I acknowledge our customer’s frustration
experiencing a defect with 1 (or even 2 items as our customer care agent tried
to empathize with) does not make an entire product line defective. Mistakes can
occur during the manufacturing process and Bobs (as the retailer) has taken
complete ownership for this customer’s concern and worked in a fair an adequate
manner to make this concern right. Our initial offer to resolve this claim with
parts and service was in line with the ‘Service Policy’ as depicted on the
sales receipt (and commonly signed by the customer) during the time of
purchase.
When the customer continued to
demand that we act outside of that policy for their specific/individual
benefit, we honored their demand by offering to replace the merchandise.
In researching the customer’s
account today (1.4.2016) I have located information that shows we made an
outgoing call to them this morning (1.4.2016) to advise that we regretfully do
not have the inventory our system allowed us to schedule their exchange with
(I.E – the sofa they have is no longer an item we have stock of to process an
even exchange with). The pick up
portion has been left as originally scheduled for 1.5.2016 as we were
unable to speak to the customer directly (the account shows we left a message)
and again following in line with the policies stated on the sales receipt – the
customer is now eligible for a
removal of the merchandise for a refund should they wish.
If the option of removal for
refund is the only avenue our customer prefers to move forward with please
relay that we will arrive as scheduled (estimated 4 hour time frame window
provided by automated call) to their home to remove the merchandise tomorrow
1.5.2016 and we will be financially able to process a refund of their price
paid towards merchandise and the goof proof plus plan after the merchandise has
fully returned to our warehouse inventory.
We remain very sorry that our
customer experienced a defect within their product and pledge that we did take
responsibility for their concern and continue to do out best to make their
concern right. If the customer is willing to make a re-selection to another
item we have stock of we can offer this avenue instead of a pick up for refund.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answer. With all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furniture. The Bobs representative response stated otherwise and that is not accurate. Yes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etc. However, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with that. The canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative stated. However the canine did find bed bug evidence in one place which was the bed frame. Regardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was found. Regardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware.
Sincerely,
[redacted]
Good Afternoon Mrs. [redacted],I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaint. Please forward the identifying account information i.e. order number, customer master or name and...
telephone number associated with the order. I will then research your account and follow up with you.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/17 and I plan on picking it up on 2/1/17. Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty.
Sincerely,
[redacted]
One piece of furniture arrived damaged, and the headboard I ordered came with no frame whatsoever. The product description does say *headbaord only in very small print at the bottom of the page so maybe thats my fault but I have never heard of such a thing. When I asked the customer care center to get me the footboard and frame, they sent back to the store. the store then wanted to schedule a different delivery date for this and the damaged dresser and then charge me for it. They were coming anyway with the dresser! I was finally told I would not have to pay for the extra delivery and we scheduled it. On the day before delivery, a different phone number was called to tell us when they were coming. On the day of delivery I called the store on two separate occasions to ask that they be sure the drivers had my phone number since I was taking the day off from work and I would be the only one available to speak with. They told me it is the primary phone number for the order and it was all set. I said"are you sure because you called a different number yesterday"? I was told they were sure and I was all set, they would be here in an hour or so. Three hours later I called back to see where they were. I was told to call the customer care center, which I reluctantly did. I was told the drivers' gps took them to the wrong address and when they called the number they had there was no answer, they called the wrong number!!!! So they went home. I took the day off of work to accommodate their ridiculous delivery policy and I double checked to be sure they had it right. This operation is run by people who do not know what they are doing both in the store and in the delivery business. I missed a whole day of work and I am wondering what Bob's intends to do to compensate me for this, let alone the aggravation and hours on hold and ealing with people who either could not help or would not for whatever reason.
I apologize that you and your father are
unhappy with the current performance of your plush gel mattress. I can
certainly understand your aggravations as a mattress is one of the most
important items in our everyday lives. I can assure you that Bobs Discount
Furniture cares very deeply that our customers receive satisfaction with
products they purchase from us. I thank you for bringing the lack of follow up
you have received to my attention and we will take the opportunity you have
provided us with to address our training concerns accordingly.
Our records reflect that this mattress is not
experiencing any manufacturing defect. The standard of measuring a mattress
defect is not a standard of Bobs Discount Furniture; it is a dimension that is
set by the manufacturer of the mattress and an industry standard that must be
upheld by all furniture retailers. Mattress’s today are made with multiple
comfort layers and as these comfort layers start to conform to the sleeper’s
body signature it should be expected that an impression may be visible. We
commonly hear from past customers who are concerned about body impressions
developing on their mattress. This is a natural concern to have, as a nook on
the surface of a mattress can signal a manufacturing defect. However, every
body impression isn't an indication of faulty wear.
Eventually, every mattress develops body
impressions. As the comfort materials in a mattress are compressed over time,
they slowly lose the ability to return to their original shape. In a similar
way that new shoes feel stiff at first, and then slowly form to your feet, your
mattress will slowly conform to the shape of your body. By rotating your
mattress every three months (especially during the first year), you can promote
even wear of the comfort materials. Distributing wear over more areas of the
mattress will help to ensure that your mattress remains free from excessive
body indentations. The mattress your father has is made with a large amount of
plush (extra soft) gel infused memory foam. It is customary for this type of
material makeup to quickly conform to a sleeper’s body signature. Most of our
customer’s purchase this type of soft mattress because they take comfort in the
extra elasticity and feeling of encasement that occurs with foam manufactured
to remember your body monogram (memory foam).
Bobs Discount Furniture truly wishes to help
every customer who has a concern and as an extreme courtesy we can offer you a
final reselection opportunity to return to our Bobs store and select a mattress
that will better fit your father’s needs for support. Please understand that by
offering you this option for resolution we are truly working above our normal
processes. As a business we are covering the cost of disposing a mattress that
has no defect within it a second time for you as your account reflects that you
have already made a comfort reselection on the firm version that was originally
purchased. Should you choose to move forward with this option we will not be
able to offer you further recourse unless the new mattress has a manufacturing
defect, within warranty, as deemed by one of our factory trained service
technicians.
I feel terrible that your father is not receiving
the good night’s sleep that he deserves and I genuinely wish to help you
because we value each and every one of our customers. Please respond to me
through this channel and let me know how you would like to proceed.
Thank you for your time and making this
complaint so we can continue to improve our customer’s experience.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I cannot even begin to describe what a nightmare dealing with this company has been. I purchased a bed on August 22nd, and later that day an associate called to schedule my delivery. The charge appeared on my credit card statement. I believed everything was all set. The delivery date came and went - no bed. I thought I may have misunderstood that date, so I called to find out when I'd be receiving my bed. A very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card". I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card". I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified". She just said they had refunded the money to the card.
I gave Bob's a chance to redeem themselves and re-ordered my bed. This time I did it at the showroom itself so I could be sure there were no problems with my credit card. It went through and my delivery was re-scheduled for that Saturday. I was working, but my mother kindly offered to give up her day to be there for the delivery. She was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsided. It was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wall.
I have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks now. It takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help you. I've been sleeping on my couch for two weeks and Bob's is completely unconcerned by this. They even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social media. Then they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimed. They are a shady, ridiculously bad company and no one should ever give them any business. Trust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the multiple deliveries
and damaged product continues to cause 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, as
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer.
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
condition. While it is far beyond our normal policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away, of monetary means. As indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apology. As the issues occurred with the
delivery we refunded the delivery fee charged.
We will honor the customer’s request to have the sleeper exchanged. The paperwork has been created the customer
needs to schedule an exchange date.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our normal guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our failures.
Once the sleeper has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion. We do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition. Any further apology would be as a Bob’s Gift
Card.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment ([redacted]) and schedule the exchange.
Once the credit card number is entered into the transaction the refund
of the delivery fee should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information from schedule the pick up
complete the processing.
o
Advise
the store what day you would prefer to schedule the exchange [redacted]
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot and asked them to reopen this home damage claim. They have agreed to do so. They have been trying to reach the customer,
they tried to call the only number we have on the account and they have not
been able to speak with them. We would
ask the customer to reach out to the depot again to discuss this being re-examined.
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.
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
Thank you so much! I can't wait for my son to finally sleep on a bed..
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]
Good Morning Revdex.com,...
Please apologize to our customer
for any type of confusion he feels may have taken place during the time of
sale. We do not “take advantage” of our customers, this item was picked up (and
shipped by the customer to their home) as an outlet purchase, was the item not
inspected at all by the consumer prior to it being purchased or signed to as
accepted as is to on its way out of the pick up location?
Our records indicate that the
customer has communicated a concern with the back of one of the recliners and
our company has already worked beyond our policy by offering to arrange to have
the item serviced (at no cost) by one of our professional service technicians.
At this time the courtesy service/
repair visit is a valid offer for recourse on an item sold to the consumer in ‘As
Is’ condition and we stand behind this offer as the most fair and adequate
offer a retailer can be expected to make in this scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Had a very good in store experience with our sales associate Ben. We needed to furnish an DC apartment in one trip. Found mid to low price and mid to low quality items that were very comfortable. A plus! What a lousy surprise with after-sale customer service. They're some centralized call bank with lots of numbers to wade through. The one chair arrived with two manufacture defects, a [redacted] leg and ill fitting upholstery gap with fluff peeking out. I called within the hour of delivery and got such dolt about their warranty for a technician to come fix it within the first year! Twice! They're driving me up the wall. Got no copy of delivery paperwork voiding a sound product. We were in a contract for a new, perfect chair in new perfect condition for our full price new cash payment. They must have lots of manufacture defects in what they ship, because they're adamant about their rules no matter how stupid...and illegal. Would pay more for less hassles. Just in, after terse e-mail suggesting small claims court etc. to corporate email available on Revdex.com site - they'll replace chair. Wow, how tiring.
Good Afternoon Revdex.com,
Please pass on my sincerest
apologies to this customer for the terrible sales experience she had with us. I
assure her that Bobs Discount Furniture operates on core values such as honesty
and integrity. It is as equally disappointing to us as it is to her, that we cannot
provide the table she desired most and having been with this company for many
years I am certain that our business practices have never and will never
include deception of our adored customers.
We absolutely take responsibility
for not being able to provide this customer with the merchandise we told her we
would have for her. I also find it quite embarrassing that a member of our
Customer Care team would place any type of blame or responsibility back onto
our store and I am so sorry that this customer’s concern was met with a lack of
ownership from our responding agent. We are a team and when any part of our
team fails our customer, we all fail. Regretfully on all levels of our company
we are unable to discount our new merchandise past the already discounted price
we offer it at. The only time the price of our product may change is when the
item is something that we are depleting from our current/future stock. This
change is placed in by our Merchandising Department and our retail locations
will follow suit with updating their signage based on the communications they
have received.
The $200.00 difference this
customer is referring to is a package price and does not reflect the difference
in pricing between the two tables she purchased. I checked with our warehouse
and we currently still have stock of the original chairs she was interested in
purchasing so if she would still like those lower priced chairs we can make
that swap happen upon her request. Her original invoice reflects a price of
$191.64 (for the black granite table we no longer carry) and her current
invoice (for the brown marble table she has) reflects a price of $296.52. This
difference in between the two tables equals $104.88. We can offer this customer
a Bobs Discount Furniture Gift Card as a form of apology for the promise of a
table that we never delivered in the amount of $104.88. We did not and never
will mislead our customers into spending more money with us and I cannot
apologize enough that this customer was left with any type of perception regarding
an unfair and dishonest business practice.
Please let me know how this customer
would like to proceed after reading our response and should our offer be
accepted I will process the request to have this gift card directly applied to
this customer’s internal account.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon...
Revdex.com-
In an effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for exchange.
Should the customer wish to accept this offer they are able to contact our
Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am
– 7:00pm) schedule the exchange. Please
give our agent your ACCEPTNOW code [redacted] to easily reference exchange to
schedule.
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.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
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.
Unfortunately I will go with option one. I will not do business w the store again since they will not replace the product that the sales associate lied about when we purchased the product
Sincerely,
[redacted]
Good Morning...
Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer. We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the store with the original credit card information; this is
something we do not keep on file for security purposes. Refunding the delivery fee is outside our
normal policy, it is not something we normally offer. We would not be able to offer additional
compensation for this customer.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Good Afternoon Revdex.com-
10pt;">We are very sorry for the miscommunication on the
deliveries. The customer had two
separate orders. The agent that the
customer spoke with did confirm the delivery for 1.14.17. They were not aware that there was a
different order. That was a preventable
error. We are very sorry for that.
The customer had the choice of accepting the delivery
on 1.13.17 or refusing and rescheduling.
They chose to accept. The rooms
were not ready for the team to assemble the merchandise because the customer
expected to receive the delivery the following day. The team called into Bob’s per policy to
state that the customer was accepting the merchandise unassembled. The customer agreed to accept delivery and
that we would not be able to send the team back to assemble. This is on a recorded call.
Normally we offer any type of apology in the form of a Bobs Discount Furniture store
credit 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 for the miscommunication on the
delivery date and the agent not realizing that there were two orders scheduled
for different days and the customer having issues with the assembly and finding
the legs we would like to offer the customer a store credit of $175. If the customer would like to accept this
offer they can reply to the Revdex.com that they accept and I will have the credit
processed.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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 as it refers to the box spring. I will take the full refund and give up the 10 year warranty.
However, there is still the issue of the desk I originally purchased. I should be refunded the delivery charge for the desk that was never delivered (I have already received a refund for the desk). The desk was scheduled to be delivered on November 14th. When they arrived at my home, I was told that the desk was never loaded on the truck. The delivery fee for the desk shows as $39.99 on [redacted] and I should receive a refund for that portion of the total delivery charge I paid.
My total refund should be $172.69.
Sincerely,
[redacted]
Good Morning Revdex.com,...
Please pass on our apologies to
our customer for the defect that they have experienced with their product. I
believe our customer may be confused as to how long their protection plan term
was purchased for and the terms and conditions of the protection offered thru
Bobs as it was/ is visibly indicated to them.
The Goof Proof Plus Plan sold to
this customer at a cost of $69.99 is for five years of coverage and hasn’t been
used or affected at all by the claim that we had already provided resolution
for.
Furniture sold today is commonly
built on an assembly line and while I acknowledge our customer’s frustration
experiencing a defect with 1 (or even 2 items as our customer care agent tried
to empathize with) does not make an entire product line defective. Mistakes can
occur during the manufacturing process and Bobs (as the retailer) has taken
complete ownership for this customer’s concern and worked in a fair an adequate
manner to make this concern right. Our initial offer to resolve this claim with
parts and service was in line with the ‘Service Policy’ as depicted on the
sales receipt (and commonly signed by the customer) during the time of
purchase.
When the customer continued to
demand that we act outside of that policy for their specific/individual
benefit, we honored their demand by offering to replace the merchandise.
In researching the customer’s
account today (1.4.2016) I have located information that shows we made an
outgoing call to them this morning (1.4.2016) to advise that we regretfully do
not have the inventory our system allowed us to schedule their exchange with
(I.E – the sofa they have is no longer an item we have stock of to process an
even exchange with). The pick up
portion has been left as originally scheduled for 1.5.2016 as we were
unable to speak to the customer directly (the account shows we left a message)
and again following in line with the policies stated on the sales receipt – the
customer is now eligible for a
removal of the merchandise for a refund should they wish.
If the option of removal for
refund is the only avenue our customer prefers to move forward with please
relay that we will arrive as scheduled (estimated 4 hour time frame window
provided by automated call) to their home to remove the merchandise tomorrow
1.5.2016 and we will be financially able to process a refund of their price
paid towards merchandise and the goof proof plus plan after the merchandise has
fully returned to our warehouse inventory.
We remain very sorry that our
customer experienced a defect within their product and pledge that we did take
responsibility for their concern and continue to do out best to make their
concern right. If the customer is willing to make a re-selection to another
item we have stock of we can offer this avenue instead of a pick up for refund.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answer. With all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furniture. The Bobs representative response stated otherwise and that is not accurate. Yes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etc. However, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with that. The canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative stated. However the canine did find bed bug evidence in one place which was the bed frame. Regardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was found. Regardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware.
Sincerely,
[redacted]
Good Afternoon Mrs. [redacted],I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaint. Please forward the identifying account information i.e. order number, customer master or name and...
telephone number associated with the order. I will then research your account and follow up with you.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because:
I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/17 and I plan on picking it up on 2/1/17. Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty.
Sincerely,
[redacted]
One piece of furniture arrived damaged, and the headboard I ordered came with no frame whatsoever. The product description does say *headbaord only in very small print at the bottom of the page so maybe thats my fault but I have never heard of such a thing. When I asked the customer care center to get me the footboard and frame, they sent back to the store. the store then wanted to schedule a different delivery date for this and the damaged dresser and then charge me for it. They were coming anyway with the dresser! I was finally told I would not have to pay for the extra delivery and we scheduled it. On the day before delivery, a different phone number was called to tell us when they were coming. On the day of delivery I called the store on two separate occasions to ask that they be sure the drivers had my phone number since I was taking the day off from work and I would be the only one available to speak with. They told me it is the primary phone number for the order and it was all set. I said"are you sure because you called a different number yesterday"? I was told they were sure and I was all set, they would be here in an hour or so. Three hours later I called back to see where they were. I was told to call the customer care center, which I reluctantly did. I was told the drivers' gps took them to the wrong address and when they called the number they had there was no answer, they called the wrong number!!!! So they went home. I took the day off of work to accommodate their ridiculous delivery policy and I double checked to be sure they had it right. This operation is run by people who do not know what they are doing both in the store and in the delivery business. I missed a whole day of work and I am wondering what Bob's intends to do to compensate me for this, let alone the aggravation and hours on hold and ealing with people who either could not help or would not for whatever reason.
Good Afternoon [redacted],
I apologize that you and your father are
unhappy with the current performance of your plush gel mattress. I can
certainly understand your aggravations as a mattress is one of the most
important items in our everyday lives. I can assure you that Bobs Discount
Furniture cares very deeply that our customers receive satisfaction with
products they purchase from us. I thank you for bringing the lack of follow up
you have received to my attention and we will take the opportunity you have
provided us with to address our training concerns accordingly.
Our records reflect that this mattress is not
experiencing any manufacturing defect. The standard of measuring a mattress
defect is not a standard of Bobs Discount Furniture; it is a dimension that is
set by the manufacturer of the mattress and an industry standard that must be
upheld by all furniture retailers. Mattress’s today are made with multiple
comfort layers and as these comfort layers start to conform to the sleeper’s
body signature it should be expected that an impression may be visible. We
commonly hear from past customers who are concerned about body impressions
developing on their mattress. This is a natural concern to have, as a nook on
the surface of a mattress can signal a manufacturing defect. However, every
body impression isn't an indication of faulty wear.
Eventually, every mattress develops body
impressions. As the comfort materials in a mattress are compressed over time,
they slowly lose the ability to return to their original shape. In a similar
way that new shoes feel stiff at first, and then slowly form to your feet, your
mattress will slowly conform to the shape of your body. By rotating your
mattress every three months (especially during the first year), you can promote
even wear of the comfort materials. Distributing wear over more areas of the
mattress will help to ensure that your mattress remains free from excessive
body indentations. The mattress your father has is made with a large amount of
plush (extra soft) gel infused memory foam. It is customary for this type of
material makeup to quickly conform to a sleeper’s body signature. Most of our
customer’s purchase this type of soft mattress because they take comfort in the
extra elasticity and feeling of encasement that occurs with foam manufactured
to remember your body monogram (memory foam).
Bobs Discount Furniture truly wishes to help
every customer who has a concern and as an extreme courtesy we can offer you a
final reselection opportunity to return to our Bobs store and select a mattress
that will better fit your father’s needs for support. Please understand that by
offering you this option for resolution we are truly working above our normal
processes. As a business we are covering the cost of disposing a mattress that
has no defect within it a second time for you as your account reflects that you
have already made a comfort reselection on the firm version that was originally
purchased. Should you choose to move forward with this option we will not be
able to offer you further recourse unless the new mattress has a manufacturing
defect, within warranty, as deemed by one of our factory trained service
technicians.
I feel terrible that your father is not receiving
the good night’s sleep that he deserves and I genuinely wish to help you
because we value each and every one of our customers. Please respond to me
through this channel and let me know how you would like to proceed.
Thank you for your time and making this
complaint so we can continue to improve our customer’s experience.
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I cannot even begin to describe what a nightmare dealing with this company has been. I purchased a bed on August 22nd, and later that day an associate called to schedule my delivery. The charge appeared on my credit card statement. I believed everything was all set. The delivery date came and went - no bed. I thought I may have misunderstood that date, so I called to find out when I'd be receiving my bed. A very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card". I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card". I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified". She just said they had refunded the money to the card.
I gave Bob's a chance to redeem themselves and re-ordered my bed. This time I did it at the showroom itself so I could be sure there were no problems with my credit card. It went through and my delivery was re-scheduled for that Saturday. I was working, but my mother kindly offered to give up her day to be there for the delivery. She was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsided. It was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wall.
I have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks now. It takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help you. I've been sleeping on my couch for two weeks and Bob's is completely unconcerned by this. They even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social media. Then they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimed. They are a shady, ridiculously bad company and no one should ever give them any business. Trust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
Good
Morning...
Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the multiple deliveries
and damaged product continues to cause 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, as
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer.
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
condition. While it is far beyond our normal policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away, of monetary means. As indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apology. As the issues occurred with the
delivery we refunded the delivery fee charged.
We will honor the customer’s request to have the sleeper exchanged. The paperwork has been created the customer
needs to schedule an exchange date.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our normal guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our failures.
Once the sleeper has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion. We do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition. Any further apology would be as a Bob’s Gift
Card.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment ([redacted]) and schedule the exchange.
Once the credit card number is entered into the transaction the refund
of the delivery fee should process back to you within 5-7 business days.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information from schedule the pick up
complete the processing.
o
Advise
the store what day you would prefer to schedule the exchange [redacted]
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
this depot and asked them to reopen this home damage claim. They have agreed to do so. They have been trying to reach the customer,
they tried to call the only number we have on the account and they have not
been able to speak with them. We would
ask the customer to reach out to the depot again to discuss this being re-examined.
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