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,
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
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]
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 do have a policy for a one time comfort reselection,
as stated on the attached sales order.
It does specifically state we allow a reselection once. This customer asked for that reselection in
April. The delivery of the new mattress
was made in May 2016. As this is a
significant cost to the company, all returned mattress are incinerated and we
do not charge for this service, we are not able to extend the offer more then
once.
There is clear description on the information tag for
each bed- I have attached the description tags for review. It does show one is wireless and one is hardwired.
We have already offered a reselection on the base and
the mattress. We have no other options
to offer at this time.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have spoken to the Bob's Liaison whom has reached out to be personally to apologize for the inconvenience and am happy with the resolution of the matter at hand.
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 Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
In this consumer’s specific case there is no
defect present within the chair at all (after 3 years of use) therefore the
terms of the purchased protection do not apply. We stand behind the integrity
of our technician’s original report and we have fully researched the
allegations stated here regarding the technician’s behavior. Bobs Discount
Furniture does not negatively impact any of our technicians for locating defects
in products and maintain that the accusation stated here is a false
representation of the actual service visit that occurred.
As an extreme courtesy we are willing to offer this customer a one
time option for reselection (store credit to pick a different item) at a
prorated percentage. Please see below for the option outline, should the
customer wish to accept this offer they can respond to us via this Revdex.com channel
as ‘Satisfied’. We will have a retail representative reach out to the customer
to make them aware of their active credit after the Revdex.com claim has been fully
closed.
Option for resolution:
We will provide the customer
with 75% store credit based on the price paid to us for the recliner
(Credit = 299.25).
This store credit will allow the customer to reselect to a different recliner whose
normal wear pattern may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current recliner they have in their
possession on the same date we deliver the new selection.
As an additional apology for the customer’s frustration
communicated, we will also cover the cost of any delivery fee associated with the
newly selected merchandise (that is approx. an additional $100.00 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture arrived to you with small nicks and chips in the wood. We understand how disappointed you must have been. While your account is noted with the specific...
damage, once merchandise is accepted into the home our first option for recourse is service. A technician was scheduled to visit your home on May 2nd however, Mr. [redacted] canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sell. Our service and refund policy is noted on your sales invoice and reads as follows;REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up. * You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise used. Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors.* Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/2015 ) and we will refund your Special Order deposit in full. If you cancel your special order later than three (3) days after the order date ( 05/02/2015 ) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise or we will refund the purchase price. In the event of a reselection we will charge or credit you for any price difference between the original and the re-selected item. Merchandise purchased from our "Pit" or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at [redacted] to report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 9:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. Since you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards. The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom condition. In the event the technical is unable to restore the merchandise we will explore alternate options for recourse. The alternative to service would be to reselect to a different set.
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.
However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then. Also, how will I be able to redeem the credit with Bob's Discount Furniture?
Sincerely, [redacted]
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment.
%3
Good Morning Revdex.com,
face="Calibri">I spoke with our Accounting Department regarding this
concern and have verified that as of 7.23.2015 the returning funds have been
released. It appears that we were experiencing an issue in between our system
and the specific credit card type of this customer. If the customer hasn’t already
seen this refund or if doesn’t fully populate within a few business days we
suggest the customer contact their credit card company for more information.
We are very sorry for the early and unexpected arrival of
delivery team as well as the poor handling that caused this customer to loose
faith in our business. We have addressed the coaching concerns this customer
has presented to us and thank this customer for posting this concern so that we
may grow and improve all our processes.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning
black;">[redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we would not be continuing to grow if all our customers were met with
so much disappointment during such an important purchase. I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I never asked for a stop payment on the check and neither did my mother. If this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy".
I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was made. However, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate office. After waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a false statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the check. Furthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail.
You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, 2016. That being said, when my mother went to your [redacted] location on May 17, 2016 to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds". And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills.
As I have stated, neither my mother nor I requested a stop payment on the check. As a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the check. Following that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no help. After speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursed. That is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund".
We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymore. It is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, 2016 and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by now. I simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on it. I will not be satisfied nor stop complaining until I get my money back, so please get me my money back!
Thank you for your attention to this matter.
Sincerely,
[redacted]
Good Evening Revdex.com,
Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushions. But that is not my issue at this point! I agreed to that because that was my only option at that point. Plus I don't understand why the replacement of my other couch has anything to do with THIS problem. I didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of them. They said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handled. So does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made well. I also can't help it if my dog threw up on the back pillows. that according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullified. My issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you about. I know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof Warranty. What good is the 5 Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $100 back that I paid for this Warranty because we bought the couches in 2012 and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back!
Thank You
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Stephanie,
I do not accept a gift card in the amount of 50.00 for the horrible experience I had with your company as well as numerous employees with your company.
It is obvious that when I placed my order back in August, your company did not have the inventory to fulfill the order so instead of taking my money the website should have indicated they did not have the amount of chairs I needed in stock. This would have prevented this issue from happening at all. In addition to that your company failed to follow up with contacting me as promised twice, leaving me to feel that my order and concerns did not matter at all. When I did speak with someone from your company, one representative had absolutely no empathy or sense of urgency for my concerns at all, which caused me to request a supervisor the first time. When your representativr cslled mr to schedule the delivery, she made no mention to me at all that only one of the two chairs I ordered was available for delivery. I had to learn about this from another representative when I called to reschedule my delivery, and she informed me the other chair would not be available until 2017.!!! There is obviously a need to fix all of the process breaks that lead to this becoming a complaint with the Revdex.com. It never should have gotten to this point and an I'm sorry and here's 50 dollars isn't sufficient for having to go through this level of nonsense and feeling grossly unvalued as a customer.
While I do agree that my credit request of 700.00 was unreasonable I was extremely pissed off at that moment and I would hope you could put yourself in my shoes and understand how frustrated I was with your company and its employees. What I do expect is my complaint to be presented to a manager, disciplinary actions to be taken for failure to keep promises and contact me, process breaks resolved so this does not happen to me or any other customer in the future, and a $200.00 gift card. This is more than reasonable for all of the issues and poor experiences I have dealt with.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. There is a vast amount of public
knowledge available that discloses the fact that with any foam mattress a
concern of mold is related directly to the product’s environment.
Mold is a fungus found in areas
that are mostly dark and moist with very little sunlight and little to no air ventilation.
Fibers and foams like those found in mattresses can be common places that
support mold growth. If our customer is wondering how,
why there is moisture within or under this mattress the simple answer is that
the came from the sleeping person’s body.
Everyone sweats in their sleep,
some, more than others. Having been a salesperson for Bobs before, I have spoken
to several customers who say they can sweat up to a pint or more during the
course of an evening. When given this information from my customer I would
usually lead them to either a more traditional innerspring mattress or a latex
mattress. Through out the course of a night the body temperature
rises and the human body perspires in order to cool it back down. During this
process the body gets rid of a great deal of water. Ultimately if moisture gets
beyond the bed sheets and/or the bed protector the mattress acts like a sponge
and absorbs the moisture. Please note: this customer’s original sales order
shows no purchase of a waterproof bed protector from Bobs Discount Furniture.
This issue is also not directly related to our brand of memory
foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume
that their customer has done the appropriate research to satisfy their own
needs for information prior to purchasing any product. A retailer cannot be
responsible to advise every consumer how the specific merchandise they have chosen
to purchase will react within their specific home environment because the sales
person is not actually going into that specific environment and inspecting it
while selling a product.
These products are not defective and our business has not
failed our customer, we are unable to take on full ownership or responsibility for
a concern of this nature. As a one time extreme courtesy we have uploaded a
Bobs Discount Furniture Store Credit (for the price originally paid on this
product –Bedding only-) to this customer’s
account. We are unable to take the moldy mattresses from the home however the
customer can use this Bobs Discount Furniture Store Credit towards the purchase
of new bedding. We highly recommended that this consumer does not select
another memory foam mattress as the original has not reacted well in this
environment. Should the customer decide to maintain memory foam mattresses in
their home and this same concern arises we will be unable to offer any recourse
as this is not the result of a defect in the product itself.
The customer can access their store credit of $798.00,
under this credit number: [redacted], within any of our Bobs Discount Furniture
Showroom locations.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Monique to
rectify the situation and reach a satisfactory outcome.
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.
Complaint: [redacted]
I am rejecting this response because:
This is inaccurate.
Bobs offered to send a repair person for $40.00+/-. If the Bob's Rep. would like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $450.00 higher, then I will accept.
I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted], ** instead of having the long term client bring this product back and purchase another product valued at more than double the first.
As stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience. I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzled.
My wife and I shop solely at Bob's. We don't even shop around. Our 6 siblings all go to Bob's because of our high praise...check your system. We go to Bob's for everything. To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing. Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!!
But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for 5 years. How is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] cost. This is unacceptable for me. Either bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere else. I sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that credit. It was paid for on the original purchase. That statement is misleading.
Sincerely,
[redacted]
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]
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
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]
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 do have a policy for a one time comfort reselection,
as stated on the attached sales order.
It does specifically state we allow a reselection once. This customer asked for that reselection in
April. The delivery of the new mattress
was made in May 2016. As this is a
significant cost to the company, all returned mattress are incinerated and we
do not charge for this service, we are not able to extend the offer more then
once.
There is clear description on the information tag for
each bed- I have attached the description tags for review. It does show one is wireless and one is hardwired.
We have already offered a reselection on the base and
the mattress. We have no other options
to offer at this time.
Kindest Regards,
...⇄ /> Tracy S[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. I have spoken to the Bob's Liaison whom has reached out to be personally to apologize for the inconvenience and am happy with the resolution of the matter at hand.
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 Morning Revdex.com,
white; line-height: 15pt;">We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
In this consumer’s specific case there is no
defect present within the chair at all (after 3 years of use) therefore the
terms of the purchased protection do not apply. We stand behind the integrity
of our technician’s original report and we have fully researched the
allegations stated here regarding the technician’s behavior. Bobs Discount
Furniture does not negatively impact any of our technicians for locating defects
in products and maintain that the accusation stated here is a false
representation of the actual service visit that occurred.
As an extreme courtesy we are willing to offer this customer a one
time option for reselection (store credit to pick a different item) at a
prorated percentage. Please see below for the option outline, should the
customer wish to accept this offer they can respond to us via this Revdex.com channel
as ‘Satisfied’. We will have a retail representative reach out to the customer
to make them aware of their active credit after the Revdex.com claim has been fully
closed.
Option for resolution:
We will provide the customer
with 75% store credit based on the price paid to us for the recliner
(Credit = 299.25).
This store credit will allow the customer to reselect to a different recliner whose
normal wear pattern may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current recliner they have in their
possession on the same date we deliver the new selection.
As an additional apology for the customer’s frustration
communicated, we will also cover the cost of any delivery fee associated with the
newly selected merchandise (that is approx. an additional $100.00 savings
credit for the customer) should the customer accept this courtesy offer for
resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture arrived to you with small nicks and chips in the wood. We understand how disappointed you must have been. While your account is noted with the specific...
damage, once merchandise is accepted into the home our first option for recourse is service. A technician was scheduled to visit your home on May 2nd however, Mr. [redacted] canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sell. Our service and refund policy is noted on your sales invoice and reads as follows;REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up. * You may exchange or return any take-with purchase within thirty (30) days of the date of possession for a full refund provided you have your original sales receipt and the merchandise is in like-new condition and has not been otherwise used. Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow protectors.* Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/2015 ) and we will refund your Special Order deposit in full. If you cancel your special order later than three (3) days after the order date ( 05/02/2015 ) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses and motion furniture may carry additional factory guarantees. You must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise or we will refund the purchase price. In the event of a reselection we will charge or credit you for any price difference between the original and the re-selected item. Merchandise purchased from our "Pit" or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at [redacted] to report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 9:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. Since you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards. The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom condition. In the event the technical is unable to restore the merchandise we will explore alternate options for recourse. The alternative to service would be to reselect to a different set.
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.
However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then. Also, how will I be able to redeem the credit with Bob's Discount Furniture?
Sincerely, [redacted]
Good Morning Revdex.com,...
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.
Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:
“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”
The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.
Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.
In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandise. We take great pride in our technician’s quality workmanship and are happy to provide this service at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.
Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment.
%3
Good Morning Revdex.com,
face="Calibri">I spoke with our Accounting Department regarding this
concern and have verified that as of 7.23.2015 the returning funds have been
released. It appears that we were experiencing an issue in between our system
and the specific credit card type of this customer. If the customer hasn’t already
seen this refund or if doesn’t fully populate within a few business days we
suggest the customer contact their credit card company for more information.
We are very sorry for the early and unexpected arrival of
delivery team as well as the poor handling that caused this customer to loose
faith in our business. We have addressed the coaching concerns this customer
has presented to us and thank this customer for posting this concern so that we
may grow and improve all our processes.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning
black;">[redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we would not be continuing to grow if all our customers were met with
so much disappointment during such an important purchase. I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because: I never asked for a stop payment on the check and neither did my mother. If this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy".
I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was made. However, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate office. After waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the [redacted] location to inquire why there was a delay and at that time, one of your employees made a false statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the check. Furthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mail.
You have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, 2016. That being said, when my mother went to your [redacted] location on May 17, 2016 to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds". And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skills.
As I have stated, neither my mother nor I requested a stop payment on the check. As a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the check. Following that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no help. After speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursed. That is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund".
We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymore. It is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, 2016 and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by now. I simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on it. I will not be satisfied nor stop complaining until I get my money back, so please get me my money back!
Thank you for your attention to this matter.
Sincerely,
[redacted]
Good Evening Revdex.com,
Yes I did agree to have their tech come out to my house as I had said to you as well, to see what they could do for the seat cushions. But that is not my issue at this point! I agreed to that because that was my only option at that point. Plus I don't understand why the replacement of my other couch has anything to do with THIS problem. I didn't want a replacement of the other one I just wanted them to replace the seat cushions because the springs were popping out of them. They said no we will replace the entire couch for you because that is what the warranty is for! So I said yes thank you, so of course I was happy with how it was handled. So does that mean that since they replaced the other couch I now don't have coverage on the smaller couch?! Its not my fault that these couches aren't made well. I also can't help it if my dog threw up on the back pillows. that according to the warranty is covered! It does not say that there is a certain amount of throw up "allowed" in the warranty before its nullified. My issue is that I was sold the warranty by a Bob's employee and told that it would cover all the issues that I have told you about. I know that the warranty through Bob's is over after a year that is another reason why we bought the Goof Proof Warranty. What good is the 5 Year Warranty if they are not going to cover the issues that are clearly stated! If nothing else can be done then I would at least like to have the $100 back that I paid for this Warranty because we bought the couches in 2012 and we have had issues with them from the beginning, and if they are now not going to cover the problems then I want my money back!
Thank You
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Stephanie,
I do not accept a gift card in the amount of 50.00 for the horrible experience I had with your company as well as numerous employees with your company.
It is obvious that when I placed my order back in August, your company did not have the inventory to fulfill the order so instead of taking my money the website should have indicated they did not have the amount of chairs I needed in stock. This would have prevented this issue from happening at all. In addition to that your company failed to follow up with contacting me as promised twice, leaving me to feel that my order and concerns did not matter at all. When I did speak with someone from your company, one representative had absolutely no empathy or sense of urgency for my concerns at all, which caused me to request a supervisor the first time. When your representativr cslled mr to schedule the delivery, she made no mention to me at all that only one of the two chairs I ordered was available for delivery. I had to learn about this from another representative when I called to reschedule my delivery, and she informed me the other chair would not be available until 2017.!!! There is obviously a need to fix all of the process breaks that lead to this becoming a complaint with the Revdex.com. It never should have gotten to this point and an I'm sorry and here's 50 dollars isn't sufficient for having to go through this level of nonsense and feeling grossly unvalued as a customer.
While I do agree that my credit request of 700.00 was unreasonable I was extremely pissed off at that moment and I would hope you could put yourself in my shoes and understand how frustrated I was with your company and its employees. What I do expect is my complaint to be presented to a manager, disciplinary actions to be taken for failure to keep promises and contact me, process breaks resolved so this does not happen to me or any other customer in the future, and a $200.00 gift card. This is more than reasonable for all of the issues and poor experiences I have dealt with.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Revdex.com,
size="3">
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. There is a vast amount of public
knowledge available that discloses the fact that with any foam mattress a
concern of mold is related directly to the product’s environment.
Mold is a fungus found in areas
that are mostly dark and moist with very little sunlight and little to no air ventilation.
Fibers and foams like those found in mattresses can be common places that
support mold growth. If our customer is wondering how,
why there is moisture within or under this mattress the simple answer is that
the came from the sleeping person’s body.
Everyone sweats in their sleep,
some, more than others. Having been a salesperson for Bobs before, I have spoken
to several customers who say they can sweat up to a pint or more during the
course of an evening. When given this information from my customer I would
usually lead them to either a more traditional innerspring mattress or a latex
mattress. Through out the course of a night the body temperature
rises and the human body perspires in order to cool it back down. During this
process the body gets rid of a great deal of water. Ultimately if moisture gets
beyond the bed sheets and/or the bed protector the mattress acts like a sponge
and absorbs the moisture. Please note: this customer’s original sales order
shows no purchase of a waterproof bed protector from Bobs Discount Furniture.
This issue is also not directly related to our brand of memory
foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume
that their customer has done the appropriate research to satisfy their own
needs for information prior to purchasing any product. A retailer cannot be
responsible to advise every consumer how the specific merchandise they have chosen
to purchase will react within their specific home environment because the sales
person is not actually going into that specific environment and inspecting it
while selling a product.
These products are not defective and our business has not
failed our customer, we are unable to take on full ownership or responsibility for
a concern of this nature. As a one time extreme courtesy we have uploaded a
Bobs Discount Furniture Store Credit (for the price originally paid on this
product –Bedding only-) to this customer’s
account. We are unable to take the moldy mattresses from the home however the
customer can use this Bobs Discount Furniture Store Credit towards the purchase
of new bedding. We highly recommended that this consumer does not select
another memory foam mattress as the original has not reacted well in this
environment. Should the customer decide to maintain memory foam mattresses in
their home and this same concern arises we will be unable to offer any recourse
as this is not the result of a defect in the product itself.
The customer can access their store credit of $798.00,
under this credit number: [redacted], within any of our Bobs Discount Furniture
Showroom locations.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have...
caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Monique to
rectify the situation and reach a satisfactory outcome.
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
Complaint: [redacted]
I am rejecting this response because:
This is inaccurate.
Bobs offered to send a repair person for $40.00+/-. If the Bob's Rep. would like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $450.00 higher, then I will accept.
I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted], ** instead of having the long term client bring this product back and purchase another product valued at more than double the first.
As stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience. I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzled.
My wife and I shop solely at Bob's. We don't even shop around. Our 6 siblings all go to Bob's because of our high praise...check your system. We go to Bob's for everything. To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing. Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!!
But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for 5 years. How is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] cost. This is unacceptable for me. Either bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere else. I sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that credit. It was paid for on the original purchase. That statement is misleading.
Sincerely,
[redacted]