I cannot even begin to describe what a nightmare dealing with this company has been. I purchased a bed on August 22nd, and later that day an associate called to schedule my delivery. The charge appeared on my credit card statement. I believed everything was all set. The delivery date came and went - no bed. I thought I may have misunderstood that date, so I called to find out when I'd be receiving my bed. A very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card". I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card". I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified". She just said they had refunded the money to the card.
I gave Bob's a chance to redeem themselves and re-ordered my bed. This time I did it at the showroom itself so I could be sure there were no problems with my credit card. It went through and my delivery was re-scheduled for that Saturday. I was working, but my mother kindly offered to give up her day to be there for the delivery. She was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsided. It was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wall.
I have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks now. It takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help you. I've been sleeping on my couch for two weeks and Bob's is completely unconcerned by this. They even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social media. Then they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimed. They are a shady, ridiculously bad company and no one should ever give them any business. Trust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
One piece of furniture arrived damaged, and the headboard I ordered came with no frame whatsoever. The product description does say *headbaord only in very small print at the bottom of the page so maybe thats my fault but I have never heard of such a thing. When I asked the customer care center to get me the footboard and frame, they sent back to the store. the store then wanted to schedule a different delivery date for this and the damaged dresser and then charge me for it. They were coming anyway with the dresser! I was finally told I would not have to pay for the extra delivery and we scheduled it. On the day before delivery, a different phone number was called to tell us when they were coming. On the day of delivery I called the store on two separate occasions to ask that they be sure the drivers had my phone number since I was taking the day off from work and I would be the only one available to speak with. They told me it is the primary phone number for the order and it was all set. I said"are you sure because you called a different number yesterday"? I was told they were sure and I was all set, they would be here in an hour or so. Three hours later I called back to see where they were. I was told to call the customer care center, which I reluctantly did. I was told the drivers' gps took them to the wrong address and when they called the number they had there was no answer, they called the wrong number!!!! So they went home. I took the day off of work to accommodate their ridiculous delivery policy and I double checked to be sure they had it right. This operation is run by people who do not know what they are doing both in the store and in the delivery business. I missed a whole day of work and I am wondering what Bob's intends to do to compensate me for this, let alone the aggravation and hours on hold and ealing with people who either could not help or would not for whatever reason.
I 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]
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
Complaint: [redacted]
I am rejecting this response because:
I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answer. With all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furniture. The Bobs representative response stated otherwise and that is not accurate. Yes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etc. However, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with that. The canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative stated. However the canine did find bed bug evidence in one place which was the bed frame. Regardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was found. Regardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware.
Sincerely,
[redacted]
Good 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
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer. We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the store with the original credit card information; this is
something we do not keep on file for security purposes. Refunding the delivery fee is outside our
normal policy, it is not something we normally offer. We would not be able to offer additional
compensation for this customer.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Hi [redacted],
Thank you for your response and again for your willingness to
negotiate.
I find it important to convey that the [redacted] you have accessed
regarding removal of old furniture is used primarily as a communication in
context to a brand new purchase; meaning we will not remove the customer’s old
furnishings from the home for multiple liability reasons. This communication does
not represent your individual transaction or the internal workings of our
organization for an item that we consider is returning with a concern. Your
assumption in this instance is incorrect and may be causing you more confusion while
we are proactively seeking to help you move forward.
As indicated via my last two responses (please review for
verification) your reselection credit would require you to visit a showroom to
make your reselection. This type of credit offer would not be available for
merchandise obtainable via our website only or any form of online use.
Let’s try one more time to
see if we can mediate to an agreement. I have listed a new offer below for your
review:
Option for resolution:
We will provide you with 75% store credit based on the price paid to us for the
sofa and loveseat.
This store credit will allow you to reselect to a different set that may fit
your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current sofa and loveseat you have in your
possession on the same date we deliver the new selection. As an additional apology for your 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-$200.00 savings credit for
you) should you accept this courtesy offer for resolution.
Please
note: if you were to select a set that is of the same value of your original
set in 2012, ($799) a new delivery fee would be equal to $99.99 (+ any
applicable state taxes). As an upgrade to our original offer (and this will help you in
purchasing new protection for your new items) we will provide you with a store
reselection credit for the price you originally paid to us for the [redacted]
Protection Plan ($99.99).
In tradition – I look forward to hearing back from you
once
again, should you respond as ‘satisfied’ thru this mediation channel please
anticipate that your claim will be closed to communications and your store
reselection credit will be active in our system and available for your use
within 2 business days from your response date.
Kindest Regards, Stephanie A. G.Bobs Discount FurnitureCustomer Care Corporate Liaison
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,
Good Afternoon Revdex.com-
We are very sorry for the frustration...
that we caused this
customer. The LAF sofa in the home only
has one available leg part to order. Either
the incorrect part was sent by the vendor or the piece with the damaged leg is
not the sofa part of the sectional. Either
way, we are very sorry for the delay.
As the set in the home is no longer under manufacturing warranty we
would not be able to offer any other resolution on the piece. We have reordered the leg. I will also reach out to the parts department
to ensure the correct part is shipped.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
We are very sorry that this customer is suffering
discomfort from medical concerns. We are
not able to offer any recourse however.
The tech reported to us that the foundation and mattress are in poor
condition. The damages and issues he
found are not because of any manufacturing defects. He found that the pieces are torn, stained
and not receiving proper support. It is
possible that the pieces were damaged when they were moved from [redacted]. It is a customer’s responsibility
to provide proper support under a foundation, if proper support is not in
place, the foundations will cave, tear and the support beams may crack under
the stress.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This company took my money and didn't give me a receipt. The furniture they delivered was of poor quality. Plastic legs on sofa and the stuffed came out after one week in my home. They have the bob goof proof plan because their furniture in sub standard. They refused to give me my money back because the receipt which I didn't get said no refunds. How can this company have a A+ review when they are so awful to customers. No one cared that I was not informed about this policy. We trust you when you give them an A+.
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
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
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We stand behind our already provided written and verbal responses to this
concern.
Sincerely,
[redacted]
Bobs Discount Furniture
[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 [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.
We are very
sorry that this customer is experiencing disappointment with the product they
have purchased from Bobs Discount Furniture. While I understand the customer’s
apprehension in receiving a replacement the fact remains that the current
ottoman is not defective. Our service technicians are highly educated by our manufacturers
directly to ensure they can easily recognize what a factory defect in workmanship
is verse damage caused accidentally or over time with more use than anticipated
during production. As a courtesy and because Bobs is a company that truly cares
to resolve our customer’s concerns we have created an even exchange for this
customer’s ottoman. Please ask that the customer contact our retail location at
###-###-#### (press number one on your keypad after you hear Bobs voice) to
verify when the new ottoman will be available for their pickup. Our records are
indicating the ottoman should be there by tomorrow 4.23.2014. We ask that the
customer bring the ottoman they currently have back to the pick up location in
order to receive their factory fresh product. This courtesy even exchange does
not affect the customer’s warranty through our Goof Proof Plus Plan. The
ottoman remains warrantied for factory defects and most in home accidents
through 4.23.2017.
Here is the
order number associated with the customer’s new ottoman: [redacted]. I do expect
the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended
that our customer contact their store prior to coming to pick up any
merchandise.
I apologize
again to this customer for the run around and overall lack of care they have been
presented with, a replacement ottoman would have been the resolution we accommodated
this customer with if a defect had actually been present.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]
I cannot even begin to describe what a nightmare dealing with this company has been. I purchased a bed on August 22nd, and later that day an associate called to schedule my delivery. The charge appeared on my credit card statement. I believed everything was all set. The delivery date came and went - no bed. I thought I may have misunderstood that date, so I called to find out when I'd be receiving my bed. A very succinct associate told me that order had been cancelled as they, "couldn't verify my credit card". I asked what that meant, and all she could answer was, "I apologize, but our system just couldn't verify the card". I asked if that meant it had been declined (which it wouldn't have been), and she said no, but couldn't explain WHY it "couldn't be verified". She just said they had refunded the money to the card.
I gave Bob's a chance to redeem themselves and re-ordered my bed. This time I did it at the showroom itself so I could be sure there were no problems with my credit card. It went through and my delivery was re-scheduled for that Saturday. I was working, but my mother kindly offered to give up her day to be there for the delivery. She was busy trying to keep my cat from escaping as the delivery men left my front door wide open despite her request to the contrary, so she didn't notice until they had left that my bed was completely lopsided. It was crooked, wobbly as they hadn't put in all the screws, and worst of all, not even finished! They didn't even put all the slats on the bed! They just left the slats leaning up against my wall.
I have been trying to get someone to come pick up this bed so I can at least put my mattress on the floor to sleep for two weeks now. It takes at least twenty minutes to get a human being on the phone when you call, and then they treat you like an inconvenience and keep transferring you to other people and explaining why they can't help you. I've been sleeping on my couch for two weeks and Bob's is completely unconcerned by this. They even fought me on getting a refund for my defective bed, but eventually capitulated when I mentioned leaving a review on social media. Then they transferred me to their "refund department", which should actually exist if they "don't do refunds" like they initially claimed. They are a shady, ridiculously bad company and no one should ever give them any business. Trust me, a slightly cheaper piece of furniture is not worth all the stress and frustration they will put you through!
One piece of furniture arrived damaged, and the headboard I ordered came with no frame whatsoever. The product description does say *headbaord only in very small print at the bottom of the page so maybe thats my fault but I have never heard of such a thing. When I asked the customer care center to get me the footboard and frame, they sent back to the store. the store then wanted to schedule a different delivery date for this and the damaged dresser and then charge me for it. They were coming anyway with the dresser! I was finally told I would not have to pay for the extra delivery and we scheduled it. On the day before delivery, a different phone number was called to tell us when they were coming. On the day of delivery I called the store on two separate occasions to ask that they be sure the drivers had my phone number since I was taking the day off from work and I would be the only one available to speak with. They told me it is the primary phone number for the order and it was all set. I said"are you sure because you called a different number yesterday"? I was told they were sure and I was all set, they would be here in an hour or so. Three hours later I called back to see where they were. I was told to call the customer care center, which I reluctantly did. I was told the drivers' gps took them to the wrong address and when they called the number they had there was no answer, they called the wrong number!!!! So they went home. I took the day off of work to accommodate their ridiculous delivery policy and I double checked to be sure they had it right. This operation is run by people who do not know what they are doing both in the store and in the delivery business. I missed a whole day of work and I am wondering what Bob's intends to do to compensate me for this, let alone the aggravation and hours on hold and ealing with people who either could not help or would not for whatever reason.
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]
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
Complaint: [redacted]
I am rejecting this response because:
I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answer. With all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furniture. The Bobs representative response stated otherwise and that is not accurate. Yes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etc. However, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with that. The canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative stated. However the canine did find bed bug evidence in one place which was the bed frame. Regardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was found. Regardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware.
Sincerely,
[redacted]
Good 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
Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Morning...
Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer. We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the store with the original credit card information; this is
something we do not keep on file for security purposes. Refunding the delivery fee is outside our
normal policy, it is not something we normally offer. We would not be able to offer additional
compensation for this customer.
o
Anytime
after 10am and before 9pm Dial ###-###-####
o
Press
the number one (1) on your keypad when you hear Bobs voice.
o
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o
At
that point they will take the credit card information and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture
Hi [redacted],
Thank you for your response and again for your willingness to
negotiate.
I find it important to convey that the [redacted] you have accessed
regarding removal of old furniture is used primarily as a communication in
context to a brand new purchase; meaning we will not remove the customer’s old
furnishings from the home for multiple liability reasons. This communication does
not represent your individual transaction or the internal workings of our
organization for an item that we consider is returning with a concern. Your
assumption in this instance is incorrect and may be causing you more confusion while
we are proactively seeking to help you move forward.
As indicated via my last two responses (please review for
verification) your reselection credit would require you to visit a showroom to
make your reselection. This type of credit offer would not be available for
merchandise obtainable via our website only or any form of online use.
Let’s try one more time to
see if we can mediate to an agreement. I have listed a new offer below for your
review:
Option for resolution:
We will provide you with 75% store credit based on the price paid to us for the
sofa and loveseat.
This store credit will allow you to reselect to a different set that may fit
your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current sofa and loveseat you have in your
possession on the same date we deliver the new selection. As an additional apology for your 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-$200.00 savings credit for
you) should you accept this courtesy offer for resolution.
Please
note: if you were to select a set that is of the same value of your original
set in 2012, ($799) a new delivery fee would be equal to $99.99 (+ any
applicable state taxes). As an upgrade to our original offer (and this will help you in
purchasing new protection for your new items) we will provide you with a store
reselection credit for the price you originally paid to us for the [redacted]
Protection Plan ($99.99).
In tradition – I look forward to hearing back from you
once
again, should you respond as ‘satisfied’ thru this mediation channel please
anticipate that your claim will be closed to communications and your store
reselection credit will be active in our system and available for your use
within 2 business days from your response date.
Kindest Regards, Stephanie A. G.Bobs Discount FurnitureCustomer Care Corporate Liaison
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]
Good Afternoon Revdex.com-
We are very sorry for the frustration...
that we caused this
customer. The LAF sofa in the home only
has one available leg part to order. Either
the incorrect part was sent by the vendor or the piece with the damaged leg is
not the sofa part of the sectional. Either
way, we are very sorry for the delay.
As the set in the home is no longer under manufacturing warranty we
would not be able to offer any other resolution on the piece. We have reordered the leg. I will also reach out to the parts department
to ensure the correct part is shipped.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
minor-latin; mso-themecolor: text1; mso-bidi-font-style: italic;">Good Afternoon Revdex.com-
We are very sorry that this customer is suffering
discomfort from medical concerns. We are
not able to offer any recourse however.
The tech reported to us that the foundation and mattress are in poor
condition. The damages and issues he
found are not because of any manufacturing defects. He found that the pieces are torn, stained
and not receiving proper support. It is
possible that the pieces were damaged when they were moved from [redacted]. It is a customer’s responsibility
to provide proper support under a foundation, if proper support is not in
place, the foundations will cave, tear and the support beams may crack under
the stress.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
This company took my money and didn't give me a receipt. The furniture they delivered was of poor quality. Plastic legs on sofa and the stuffed came out after one week in my home. They have the bob goof proof plan because their furniture in sub standard. They refused to give me my money back because the receipt which I didn't get said no refunds. How can this company have a A+ review when they are so awful to customers. No one cared that I was not informed about this policy. We trust you when you give them an A+.
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 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
Good Afternoon Revdex.com,
We apologize that the customer still remains so unsatisfied.
We stand behind our already provided written and verbal responses to this
concern.
Sincerely,
[redacted]
Bobs Discount Furniture
[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 [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.
Good Afternoon
Revdex.com,
We are very
sorry that this customer is experiencing disappointment with the product they
have purchased from Bobs Discount Furniture. While I understand the customer’s
apprehension in receiving a replacement the fact remains that the current
ottoman is not defective. Our service technicians are highly educated by our manufacturers
directly to ensure they can easily recognize what a factory defect in workmanship
is verse damage caused accidentally or over time with more use than anticipated
during production. As a courtesy and because Bobs is a company that truly cares
to resolve our customer’s concerns we have created an even exchange for this
customer’s ottoman. Please ask that the customer contact our retail location at
###-###-#### (press number one on your keypad after you hear Bobs voice) to
verify when the new ottoman will be available for their pickup. Our records are
indicating the ottoman should be there by tomorrow 4.23.2014. We ask that the
customer bring the ottoman they currently have back to the pick up location in
order to receive their factory fresh product. This courtesy even exchange does
not affect the customer’s warranty through our Goof Proof Plus Plan. The
ottoman remains warrantied for factory defects and most in home accidents
through 4.23.2017.
Here is the
order number associated with the customer’s new ottoman: [redacted]. I do expect
the new ottoman to be available by tomorrow 4.23.2014, but it is always recommended
that our customer contact their store prior to coming to pick up any
merchandise.
I apologize
again to this customer for the run around and overall lack of care they have been
presented with, a replacement ottoman would have been the resolution we accommodated
this customer with if a defect had actually been present.
Thank You,
[redacted]
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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]