Please pass on our sincerest apologies for the inconvenience
the multiple deliveries and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and assure our customer
that we never intended to disappointment them or cause them any aggravations.
Bob’s prides itself on providing quality service and the
best value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
As
the retailer we do take full responsibility for the disappointments that may
have occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We want nothing more
than to make our failures right and provide our customer with the merchandise
they selected in the condition they expected. Regretfully like any other
business that involves a mass amount of daily shipments, there are aspects of the
delivery end that are not always within our control.
To maximize efficiency and keep the
delivery service fair for all consumers alike we route all of our deliveries
using a computer system that registers distances between all of the sub
contracted trucking depots and the customer’s stops that are scheduled. Once
this electronic routing process is completed an automated calling system makes
contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 4,000 deliveries a day this process allows
for a smooth completion of delivery. We communicate this via many facets to
remain as honest and transparent as possible with our customers. Some of those
facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. While we can request timeframes, as a
retailer we can never expect to know if our routing department will be able to
honor that request or what events will occur out of our direct control on the
road when the delivery date arrives. For example, if one customer cancels, is
not at home, or has an area that is not cleared for delivery it can cause the
team to run earlier or later than expected.
We further apologize for any
confusion that may have been present during our interactions regarding the team
possibly coming back on the previously scheduled delivery dates and we are in
the process of locating these recording to address any coaching concerns
present within these calls. It is common practice and our representatives are
continually trained to advise the customer to contact us once they have arrived
back to their residence and are physically available to accept delivery. As a
business we cannot confirm if/when someone is actually present in the residence
for delivery- therefore we rely on the customer contacting us in this case so
that we can map where the team currently is in reference to the customer’s stop.
At that point we can see if the ‘Go –Back’ request is even possible.
A time frame guarantee for after
3:30pm on a weekday is not a proactive resolution for our customer. There are
too many variables that cannot be controlled by our business in regards to the
other customers/other merchandise/weather /traffic conditions/etc. on the run
for that day. We most certainly do not want to let our customer down again.
Please see below for a list of possible avenues available
for proactive resolution:
·
A first stop time frame request for the
foundation exchange on a week day is more reasonably honored without negatively
affecting our customer and although there are still variables beyond our
control there is far less chance of failure. This would mean we could schedule
for a weekday and request the customer be placed in a 6:30a -10:30a timeframe
slot. Requesting this is done as a first stop then allows the customer to be
placed closer to the estimated
6:30am arrival time. Once the delivery has been successfully completed and our
customer is satisfied with the merchandise we will further offer to refund ½ of
the delivery fee paid to us as an offer of compensation.
Or-
·
We can offer to complete the exchange on the
next available Saturday that we have in our schedule. Our routing department
will have a very hard time honoring any time frame request for an even exchange
on a Saturday so we will not permit a time frame request be entered under this
option for resolution (currently the next available date is: December 12, 2015
-12.12.2015 ) Should the customer accept this option for resolution, we do
understand that it may cause further inconveniences to their lifestyle
therefore we will compensate by refunding the entire delivery fee paid to us
after the merchandise has been exchanged and the customer is fully satisfied.
Or-
·
If the customer would like the full price of
the foundation refunded to them (the sales invoice lists this as $132.70.) we
can offer to accommodate that request with the understanding and customer
acceptance that this foundation has NO remaining warranty associated with it.
There is currently a 10 year non prorated warranty on this item and this will
be voided out should the full purchase price be refunded.
Or-
·
If the customer would like to keep the
foundation with the logged damage (we have a description of a dent and a small
tear on the left side facing top corner) and also keep the 10 year non prorated
warranty active on the foundation we can offer to refund 30% of the purchase
price for the foundation to settle this concern (30% = $39.81.)
Please
note that any refund will be processed to the original method of payment which
in this case is the original credit card used.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for '[redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
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 Afternoon Revdex.com-
line-height: 15pt;">We are very sorry that this customer did
not completely understand the discount on the chair. We understand from store management that at
the time the sale was written up, this customer had asked for the discounted
price, it was explained to the customer, before the purchase was completed,
that the chairs that this customer was ordering would be full price, as they
were brand new factory fresh merchandise, not floor models. The customer had the option of completing the
sale or canceling at that time. The customer
completed the sale with knowledge of the price point.
We have attached a copy of the tag that is
attached to every floor model. We do
believe that it is clearly labeled that the discount is for the floor model
only, it is listed across the bottom of every hang tag, “floor sample
merchandise is sold “AS IS” with no warranty, returns or delivery available”
We are sorry that this customer feels that
they were misled. We do feel that the
tags adequately reflect that the discount is for floor models only. We can not extend any offer to discount these
pieces.
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 Afternoon Revdex.com,
face="Calibri">We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan 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.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. The [redacted] bed was delivered in
July 2014. The customer purchased the
[redacted] protection plan for $49.99, this provided the customer with
unlimited parts and service for five years on the headboard, footboard and
rails. The plan allows for a one time
replacement of a piece, which then fulfills the plan. We have replaced the rails, a part of the bed
that normally retails for $80.
We are extremely sorry for the issues with
the first exchange. The team did report
to us that the exchange had taken place on June 8th. The complaint has been reported to the depot
management for investigation. The
conduct of this team is unacceptable to Bob’s standards. We certainly wish the customer had reported to
us either the day the exchange was to have taken place or within a few days so
that we could have conducted a more comprehensive investigation. Our records indicate that the customer did
not notify us for more then a month.
We are sincerely sorry that this customer has
had a poor experience with us.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The bed frames is not what I complained about.
I said the mattress is the wrong size.
I measured the mattress , it is a full.
My receipt shows I paid for a queen.
This is not a queen mattress, it is a full.
I want my 100 dollars back for the difference.
Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint.
Sincerely,
[redacted]
From: [redacted]
Sent: Tuesday, April 15, 2014 10:41 AM
To: [redacted]
Subject: Resolution on claim [redacted]
My Complaint # [redacted] was resolved by Bob's Discount Furniture store. They replaced my 2 damaged couches for 2 new ones....
Complaint: [redacted]
I am rejecting this response because:
Both issues were reported to them at the same time. The damage was found when the person was inspecting the foundation, which was not moved since the install. The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.
This company has no communication skills and does not want to take any responsibility for any of the issues. They could have at least responded to my house to see the damaged foundation, and they wouldn't even do that. Regardless of the first issue being their fault or not, the damaged foundation is still on them.
We have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware.
Sincerely,
[redacted]
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
face="Times New Roman">
We are certainly very sorry for any and all
inconveniences our failures have caused our customer to experience. We do thank
our customer for escalating this concern so that we may use this posting to accurately
address the coaching concerns we clearly have within our organization.
I was able to locate two different accounts for this
customer and based on the account(s) status as well as the information provided
in this posting I believe our business has properly rectified all the concerns
the customer has communicated in this mediation channel.
If there are no further concerns that the customer
would like to communicate thru this channel we consider these concerns closed
as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],I have researched your account, all supporting documentation and been in constant communication with the supervisor of our Corporate Accounting department. I have been assured that the refund in the amount of $510.26 was processed and released to your...
[redacted] card on April 29, 2015; it can take up to one full billing cycle for the credit to post to your account however, it expect that it will be much sooner. I have yet to receive an explanation for the delay and/or handling of your credit however, I have extend my sincerest apologies to you for the inconvenience and service you have received along the way.Our records indicate that we issued a $50 gift card on April 24, 2015, as a token of our appreciation for patience and business. In the event you do not receive the refund by your June billing statement, please contact our customer care center.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with. I request a credit to my account, thus reducing the amount that I owe. I will not be paying the delivery fee for my order, so please take that off my account balance.
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
Complaint: [redacted]
I am rejecting this response because:
I will have the pictures taken and the mattress measured. When measured last week the width was 54 inches. I did not measure the length at that time because I thought it was the same as a full or queen. But will have the length measured this time.
Also, your measurements just given to me are wrong, as I have called your stores:
[redacted] in [redacted] says a full is 54 x 75
[redacted] in [redacted] says a full is 54 x 75
you are telling me it is 53 x 75.
Which is [redacted]'s way of just trying to steal a little in her favor, just [redacted] putting a spin on it.
Another thing [redacted], there is not going to be a "massive" space difference when the picture is taken. Because if the mattress is fairly centered on the box spring, the difference on each side would only be 3 inches on each side. THis is NOT a MASSIVE space.
A queen mattress that we paid for s/b 60 x 80. Not 54 inches, not 53, not 54 1/2, it should be 60.
We will have the picture for you around Sunday, as the mattress is at our house in [redacted] and we are not there right now.
Sincerely,
[redacted]
Dear [redacted],
Thank you so much for looking further into my complaint. The resolutions you are offering would be greatly appreciated, and I would like to proceed.
Please let me know of next steps. I can be reached at [redacted], and by phone, ###-###-####.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Morning Revdex.com,
Please pass on our sincerest apologies
for the inconvenience that multiple deliveries caused our customer. We can
certainly understand the customer’s frustration.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we recognized that we have failed our customer and the store immediately
offered to waive the delivery fee for the inconvenience.
The remaining pieces of the bed that
were on backorder, the storage drawers are scheduled to be delivered on
4/4/16. At that time the bed will be
completed. We are very sorry that we had
to inconvenience this customer with multiple deliveries.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Morning Revdex.com,...
Please pass on our sincerest apologies for the inconvenience
the multiple deliveries and damaged product continues to cause our customer. We
can certainly understand the customer’s frustration and assure our customer
that we never intended to disappointment them or cause them any aggravations.
Bob’s prides itself on providing quality service and the
best value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us.
As
the retailer we do take full responsibility for the disappointments that may
have occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We want nothing more
than to make our failures right and provide our customer with the merchandise
they selected in the condition they expected. Regretfully like any other
business that involves a mass amount of daily shipments, there are aspects of the
delivery end that are not always within our control.
To maximize efficiency and keep the
delivery service fair for all consumers alike we route all of our deliveries
using a computer system that registers distances between all of the sub
contracted trucking depots and the customer’s stops that are scheduled. Once
this electronic routing process is completed an automated calling system makes
contact with our customers and provides an estimated four hour window for
arrival. On a very large scale out of 4,000 deliveries a day this process allows
for a smooth completion of delivery. We communicate this via many facets to
remain as honest and transparent as possible with our customers. Some of those
facets include the trifold provided at the time of sale and the ‘Delivery
Tracker’ available through our website. While we can request timeframes, as a
retailer we can never expect to know if our routing department will be able to
honor that request or what events will occur out of our direct control on the
road when the delivery date arrives. For example, if one customer cancels, is
not at home, or has an area that is not cleared for delivery it can cause the
team to run earlier or later than expected.
We further apologize for any
confusion that may have been present during our interactions regarding the team
possibly coming back on the previously scheduled delivery dates and we are in
the process of locating these recording to address any coaching concerns
present within these calls. It is common practice and our representatives are
continually trained to advise the customer to contact us once they have arrived
back to their residence and are physically available to accept delivery. As a
business we cannot confirm if/when someone is actually present in the residence
for delivery- therefore we rely on the customer contacting us in this case so
that we can map where the team currently is in reference to the customer’s stop.
At that point we can see if the ‘Go –Back’ request is even possible.
A time frame guarantee for after
3:30pm on a weekday is not a proactive resolution for our customer. There are
too many variables that cannot be controlled by our business in regards to the
other customers/other merchandise/weather /traffic conditions/etc. on the run
for that day. We most certainly do not want to let our customer down again.
Please see below for a list of possible avenues available
for proactive resolution:
·
A first stop time frame request for the
foundation exchange on a week day is more reasonably honored without negatively
affecting our customer and although there are still variables beyond our
control there is far less chance of failure. This would mean we could schedule
for a weekday and request the customer be placed in a 6:30a -10:30a timeframe
slot. Requesting this is done as a first stop then allows the customer to be
placed closer to the estimated
6:30am arrival time. Once the delivery has been successfully completed and our
customer is satisfied with the merchandise we will further offer to refund ½ of
the delivery fee paid to us as an offer of compensation.
Or-
·
We can offer to complete the exchange on the
next available Saturday that we have in our schedule. Our routing department
will have a very hard time honoring any time frame request for an even exchange
on a Saturday so we will not permit a time frame request be entered under this
option for resolution (currently the next available date is: December 12, 2015
-12.12.2015 ) Should the customer accept this option for resolution, we do
understand that it may cause further inconveniences to their lifestyle
therefore we will compensate by refunding the entire delivery fee paid to us
after the merchandise has been exchanged and the customer is fully satisfied.
Or-
·
If the customer would like the full price of
the foundation refunded to them (the sales invoice lists this as $132.70.) we
can offer to accommodate that request with the understanding and customer
acceptance that this foundation has NO remaining warranty associated with it.
There is currently a 10 year non prorated warranty on this item and this will
be voided out should the full purchase price be refunded.
Or-
·
If the customer would like to keep the
foundation with the logged damage (we have a description of a dent and a small
tear on the left side facing top corner) and also keep the 10 year non prorated
warranty active on the foundation we can offer to refund 30% of the purchase
price for the foundation to settle this concern (30% = $39.81.)
Please
note that any refund will be processed to the original method of payment which
in this case is the original credit card used.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
My fiancé and I ordered the Kenzo Bar Cabinet online with [redacted] protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet. We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file. We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved. We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores. I would not recommend Bob's Discount Furniture because it is unacceptable that after paying for '[redacted] protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
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 Afternoon Revdex.com-
line-height: 15pt;">We are very sorry that this customer did
not completely understand the discount on the chair. We understand from store management that at
the time the sale was written up, this customer had asked for the discounted
price, it was explained to the customer, before the purchase was completed,
that the chairs that this customer was ordering would be full price, as they
were brand new factory fresh merchandise, not floor models. The customer had the option of completing the
sale or canceling at that time. The customer
completed the sale with knowledge of the price point.
We have attached a copy of the tag that is
attached to every floor model. We do
believe that it is clearly labeled that the discount is for the floor model
only, it is listed across the bottom of every hang tag, “floor sample
merchandise is sold “AS IS” with no warranty, returns or delivery available”
We are sorry that this customer feels that
they were misled. We do feel that the
tags adequately reflect that the discount is for floor models only. We can not extend any offer to discount these
pieces.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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 Afternoon Revdex.com,
face="Calibri">We sincerely
apologize for the inconvenience and the frustration that has been caused to our
customer from multiple exchanges and product disappointments.
I have
placed two options for resolution below and ask that the customer respond to us
thru this Revdex.com channel in writing as to what option they would like to have
processed to resolve their concern.
Should the
customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ (30
days) these options will no longer be
considered active offers for resolution.
Option
#1:
We will
remove the current ‘[redacted]’ sectional ([redacted]) from the
customer’s home and provide a monetary refund for the amount the customer paid
on the sectional, [redacted], sales
tax, and delivery. Should the customer
accept this option we will contact the customer to schedule a pick up of the
merchandise and the monetary refund will be processed back to the customer
after the merchandise has been returned to our warehouse.
-Or-
Option #2:
We will
issue the customer’s original method of payment a monetary refund for the [redacted] ($99.99) and a 30% discount off the purchase price of the
merchandise ($239.70). Should the customer accept this option there will be no
continued warranty coverage on the merchandise or responsibility for
repair/replacement thru Bobs Discount Furniture. The customer will be agreeing
to keep the merchandise as is.
We look
forward to hearing back from the customer via this Revdex.com channel so that we can
help them move forward and resolve their concern.
Dear Revdex.com,
Please pass on our deepest apologies for any...
inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Rowan 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
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. The [redacted] bed was delivered in
July 2014. The customer purchased the
[redacted] protection plan for $49.99, this provided the customer with
unlimited parts and service for five years on the headboard, footboard and
rails. The plan allows for a one time
replacement of a piece, which then fulfills the plan. We have replaced the rails, a part of the bed
that normally retails for $80.
We are extremely sorry for the issues with
the first exchange. The team did report
to us that the exchange had taken place on June 8th. The complaint has been reported to the depot
management for investigation. The
conduct of this team is unacceptable to Bob’s standards. We certainly wish the customer had reported to
us either the day the exchange was to have taken place or within a few days so
that we could have conducted a more comprehensive investigation. Our records indicate that the customer did
not notify us for more then a month.
We are sincerely sorry that this customer has
had a poor experience with us.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Complaint: [redacted]
I am rejecting this response because:
The bed frames is not what I complained about.
I said the mattress is the wrong size.
I measured the mattress , it is a full.
My receipt shows I paid for a queen.
This is not a queen mattress, it is a full.
I want my 100 dollars back for the difference.
Bob's mentioned three beds. I am only disputing one. It shows you how much they paid attention to my complaint.
Sincerely,
[redacted]
From: [redacted]
Sent: Tuesday, April 15, 2014 10:41 AM
To: [redacted]
Subject: Resolution on claim [redacted]
My Complaint # [redacted] was resolved by Bob's Discount Furniture store. They replaced my 2 damaged couches for 2 new ones....
Please close this case. Thank you.
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Both issues were reported to them at the same time. The damage was found when the person was inspecting the foundation, which was not moved since the install. The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.
This company has no communication skills and does not want to take any responsibility for any of the issues. They could have at least responded to my house to see the damaged foundation, and they wouldn't even do that. Regardless of the first issue being their fault or not, the damaged foundation is still on them.
We have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware.
Sincerely,
[redacted]
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
Good Afternoon Revdex.com,
face="Times New Roman">
We are certainly very sorry for any and all
inconveniences our failures have caused our customer to experience. We do thank
our customer for escalating this concern so that we may use this posting to accurately
address the coaching concerns we clearly have within our organization.
I was able to locate two different accounts for this
customer and based on the account(s) status as well as the information provided
in this posting I believe our business has properly rectified all the concerns
the customer has communicated in this mediation channel.
If there are no further concerns that the customer
would like to communicate thru this channel we consider these concerns closed
as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Mr. [redacted],I have researched your account, all supporting documentation and been in constant communication with the supervisor of our Corporate Accounting department. I have been assured that the refund in the amount of $510.26 was processed and released to your...
[redacted] card on April 29, 2015; it can take up to one full billing cycle for the credit to post to your account however, it expect that it will be much sooner. I have yet to receive an explanation for the delay and/or handling of your credit however, I have extend my sincerest apologies to you for the inconvenience and service you have received along the way.Our records indicate that we issued a $50 gift card on April 24, 2015, as a token of our appreciation for patience and business. In the event you do not receive the refund by your June billing statement, please contact our customer care center.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with. I request a credit to my account, thus reducing the amount that I owe. I will not be paying the delivery fee for my order, so please take that off my account balance.
Sincerely,
[redacted]
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
Complaint: [redacted]
I am rejecting this response because:
I will have the pictures taken and the mattress measured. When measured last week the width was 54 inches. I did not measure the length at that time because I thought it was the same as a full or queen. But will have the length measured this time.
Also, your measurements just given to me are wrong, as I have called your stores:
[redacted] in [redacted] says a full is 54 x 75
[redacted] in [redacted] says a full is 54 x 75
you are telling me it is 53 x 75.
Which is [redacted]'s way of just trying to steal a little in her favor, just [redacted] putting a spin on it.
Another thing [redacted], there is not going to be a "massive" space difference when the picture is taken. Because if the mattress is fairly centered on the box spring, the difference on each side would only be 3 inches on each side. THis is NOT a MASSIVE space.
A queen mattress that we paid for s/b 60 x 80. Not 54 inches, not 53, not 54 1/2, it should be 60.
We will have the picture for you around Sunday, as the mattress is at our house in [redacted] and we are not there right now.
Sincerely,
[redacted]
Dear [redacted],
Thank you so much for looking further into my complaint. The resolutions you are offering would be greatly appreciated, and I would like to proceed.
Please let me know of next steps. I can be reached at [redacted], and by phone, ###-###-####.
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good...
Morning Revdex.com,
Please pass on our sincerest apologies
for the inconvenience that multiple deliveries caused our customer. We can
certainly understand the customer’s frustration.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we recognized that we have failed our customer and the store immediately
offered to waive the delivery fee for the inconvenience.
The remaining pieces of the bed that
were on backorder, the storage drawers are scheduled to be delivered on
4/4/16. At that time the bed will be
completed. We are very sorry that we had
to inconvenience this customer with multiple deliveries.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison