I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Roman">
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, at Bob’s, 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. If [redacted] has agreed to pickup the merchandise and
terminate the contract, that agreement is between [redacted] and the
customer. We have no visibility into
this arraignment. We are not able to see
any communication or scheduled pickup; this is between the customer and a
completely different company.
We are sorry, we are
not able to offer any assistance in this matter.
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Revdex.com, [redacted]
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home.
I will grant the request for the refund back to [redacted],
because I believe it is the correct thing to do to make this right for these
customers.
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to [redacted] once
we have completed the pickup. Please
noted Wells Fargo may take 2 billing cycles to post credits to a customers
account.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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.
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
Complaint: [redacted]
my id is [redacted]
I'm responding to bob's discount furniture e- mail. your saying this is normal wear on my sofa which is less then four years old and I disagree, I'm sending five pictures to prove your wrong. one picture is of a [redacted] reclining chair which is sixteen years old and shows no wear on the leather , I have two cars with leather interiors and they show no wear, one car is a eight years old [[redacted]] and the other car is a sixteen year old [redacted]. So this tells me that they must have done something wrong when they dyed the leather because colors don't just rub off leather. The other two pictures is of the sofa with the colors rubbed off. ...⇄
Sincerely,
DC
Complaint: [redacted]
they gave me a store credit for the price of my old furniture and I went and got new furniture, now my new couch that isn't even a month old has just broke, the whole middle of the couch has caved in and the middle of the couch is sitting on the floor, I contacted them about getting a refund because the quality of their furniture is just no good, they are going to replace the couch but I do not want it, I want my money back. I feel that they just sell garbage and I told them I don't want the new couch, that I just want a refund and they refuse. I am hoping you can help me since this is going to be the 3rd replacement from them and they just break and its not fair to me at all, I want my money back so I can go buy furniture that will last me and not fall apart in less than a month.
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
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
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
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]
Good Morning Ms. Carboni,
Thank you for selecting Bob's Discount Furniture for your home furnishing needs. I apologize the sectional failed to meet your quality expectations. The sectional was advertised as being 100% leather, everywhere the body touches and vinyl...
match on the side and back panels.
Our records indicate that customer care has agreed to issue a refund instead of a store credit. The delivery fee, tax and special order charge are all, non-refundable. The option to return the sectional was a courtesy, given the fact that our Service technician indicated that the damage was unrelated to a defect. The delivery fee you paid last year, covered the initial delivery as well as the pick up of the merchandise, special order fee's are non-refundable and also indicated on your sales invoice, Connecticut state law does not allow the refund of sales tax, after 90 days of purchase.
Currently we are scheduled to pick up the sectional on, July 9, 2014. Once pick up is complete a refund in the amount of $1428.99 will be applied to your MasterCard.
Your business is appreciated and we apologize for any and all inconvenience we may have caused you. It is our hope that you understand our position and appreciate our willingness to override the Service technician's report, pick up the furniture and issue a refund.
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
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]
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
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]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
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]
I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Afternoon Revdex.com,
Roman">
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, at Bob’s, 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. If [redacted] has agreed to pickup the merchandise and
terminate the contract, that agreement is between [redacted] and the
customer. We have no visibility into
this arraignment. We are not able to see
any communication or scheduled pickup; this is between the customer and a
completely different company.
We are sorry, we are
not able to offer any assistance in this matter.
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning...
Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the 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
Good Morning...
Revdex.com, [redacted]
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home.
I will grant the request for the refund back to [redacted],
because I believe it is the correct thing to do to make this right for these
customers.
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to [redacted] once
we have completed the pickup. Please
noted Wells Fargo may take 2 billing cycles to post credits to a customers
account.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
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
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
Complaint: [redacted]
my id is [redacted]
I'm responding to bob's discount furniture e- mail. your saying this is normal wear on my sofa which is less then four years old and I disagree, I'm sending five pictures to prove your wrong. one picture is of a [redacted] reclining chair which is sixteen years old and shows no wear on the leather , I have two cars with leather interiors and they show no wear, one car is a eight years old [[redacted]] and the other car is a sixteen year old [redacted]. So this tells me that they must have done something wrong when they dyed the leather because colors don't just rub off leather. The other two pictures is of the sofa with the colors rubbed off.
...⇄
Sincerely,
[redacted]
DC
Complaint: [redacted]
they gave me a store credit for the price of my old furniture and I went and got new furniture, now my new couch that isn't even a month old has just broke, the whole middle of the couch has caved in and the middle of the couch is sitting on the floor, I contacted them about getting a refund because the quality of their furniture is just no good, they are going to replace the couch but I do not want it, I want my money back. I feel that they just sell garbage and I told them I don't want the new couch, that I just want a refund and they refuse. I am hoping you can help me since this is going to be the 3rd replacement from them and they just break and its not fair to me at all, I want my money back so I can go buy furniture that will last me and not fall apart in less than a month.
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
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
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
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]
Good Morning Ms. Carboni,
Thank you for selecting Bob's Discount Furniture for your home furnishing needs. I apologize the sectional failed to meet your quality expectations. The sectional was advertised as being 100% leather, everywhere the body touches and vinyl...
match on the side and back panels.
Our records indicate that customer care has agreed to issue a refund instead of a store credit. The delivery fee, tax and special order charge are all, non-refundable. The option to return the sectional was a courtesy, given the fact that our Service technician indicated that the damage was unrelated to a defect. The delivery fee you paid last year, covered the initial delivery as well as the pick up of the merchandise, special order fee's are non-refundable and also indicated on your sales invoice, Connecticut state law does not allow the refund of sales tax, after 90 days of purchase.
Currently we are scheduled to pick up the sectional on, July 9, 2014. Once pick up is complete a refund in the amount of $1428.99 will be applied to your MasterCard.
Your business is appreciated and we apologize for any and all inconvenience we may have caused you. It is our hope that you understand our position and appreciate our willingness to override the Service technician's report, pick up the furniture and issue a refund.
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
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 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
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]
Horrible experience with customer service and not to mention defect products. I ordered a bedroom set 2 weeks ago received the bed defected ( 3 drawers chip on sides and scratched paint also one drawer was not aligning properly). Spoke with customer service representative and was specific about items that were damaged and to be exchanged. The following week the items they wanted to deliver were only the drawers not the bed frame. I spoke again to customer service representative who insisted I was the only thing to exchange were the drawers. The improper alignment with have to be service by a technician. I was furious this is a new bed and no service upon delivery should be an option to any new purchased items for any customer. After all the aggravation, being on hold for over 20 minutes waiting for a supervisor or manager to resolve my issue I was able to get them to offer a replacement. We will see what happens next week when the new bed is delivered. Oh by the way yes I have to wait another week to sleep in my bed. The accounts manager who handled my call was very dismissive and uncaring to what I was attempting to explain. A business should never deliver damage/defect products or items and expect a customer to be satisfy with a technician to come and determine if it's a manufacture defect or delivery problem.It wasn't like I had the bed for a year and was calling for service repair, the item the bed had just been assembled in my room. It should never become the customer problem. When one buys a new item one expects new item that is not defective or damaged.
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]