Complaint: [redacted]
I am rejecting this response because:
I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for 5 years. How is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] cost. This is unacceptable for me. Either bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere else. I sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that credit. It was paid for on the original purchase. That statement is misleading.
Sincerely,
[redacted]
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]
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:
This is inaccurate.
Bobs offered to send a repair person for $40.00+/-. If the Bob's Rep. would like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $450.00 higher, then I will accept.
I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted], ** instead of having the long term client bring this product back and purchase another product valued at more than double the first.
As stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience. I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzled.
My wife and I shop solely at Bob's. We don't even shop around. Our 6 siblings all go to Bob's because of our high praise...check your system. We go to Bob's for everything. To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing. Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!!
But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this set did not
live up to the customer’s expectations. As these are not manufacturing defects we are
not obligated to make any offer of resolution. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below).
Should the customer wish to accept this offer they
must first accept through the Revdex.com mediation site to release the credit. They are then able to contact any of our
stores for reselection. Advice the store
there is a credit in the system, the store will schedule the new delivery at
the same time as the pickup, ensuring the customer will have a piece in the
home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the table and chairs only. As with all courtesy reselections the customer
would be responsible for the new delivery fee.
Kindest
Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com, line-break;">
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not an accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I
apologize again that we have no further recourse to offer this concern directly
at this time.
Our tech determined that this damage was due to misuse
in the home. Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Roger,
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could have gotten the issue
rectified already. I absolutely agree
that having the pieces in the home for months and not being able to use one is
unfair and unacceptable.
The correct part, to fix the issue, is in
stock. I have reached out to our parts
department to request that it be shipped out as soon as possible. As these pieces in the home were special
ordered, it would take much longer to replace the piece, then to have the new
part installed to fix the issue.
If you would be willing to wait for the new
motor we can offer compensation for this extreme inconvenience. If you are willing to discuss this offer please
reply to the Revdex.com mediation site and I will reach out to you directly to discuss
options.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to be perfect. If there was anyway to get the parts
to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is...
available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]
Complaint: [redacted]
I am rejecting this response because:
First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice).
After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question. (Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.
Then told me that someone from the “[redacted] service will contact me within 5 to 7 business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.
As clearly stated in the [redacted]:
TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety ofcidental damages you may cause in those FIVE long years!.
Bob's 5 year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furniture. Even with careful use furniture can get damaged. The Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.
Fabrics, Leather & Vinyl Upholstered furniture
*Food, Gum or Beverage Stains.
*Human and Pet Bodily fluid Stains.
*Grass and Grease stains.
*Ball Point pen Ink, Marker and Crayon Stains.
*Nail polish and Nail Polish Remover Stains.
*Cosmetics and Lipstick Stains.
*Rips, Tears, Cuts, Punctures and Burns.
*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms.
Wood and Hard Surface Furniture.
* Food, Gum or Beverage Stains.
*Nail polish and Nail Polish Remover Stains.
*Breakage of the Wood Frame or Structure or other Hard Surface.
*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.
*Chip, Scratch, or Breakage of Glass or Mirror Components.
*Loss of Silvering on Mirrors
There shouldn’t be a problem since I have the [redacted] Plan for 5 years on both the Chairs and the Loveseat.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I did not use the plan once before. In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem. I want my $69.99 back. Maybe this would be best settle din small claims court. In any event, I will make sure NEVER to shop at Bob's again. You suck at customer service Bobs. Really and truly. I have never experienced such nonsense.
Sincerely,
[redacted]
Good Morning again [redacted],
I understand your apprehension about accepting a part that may not
correct your issue. I was only seeking to be completely honest with you and
express our minor trepidation. The part that we located within our warehouse is
not of a used origin. Our normal stock quantity of this particular part is not
of a high number because we do not continually experience the same issues with
this product. The sectional you purchased is one of our top sellers and if we
were continually met with issues we would most likely seek to discontinue this
item and we are actually in the process of adding an additional power model of
this same furniture family to our sales lineup.
I’m so sorry that you feel you haven’t been provided good customer
care and I am genuinely very sorry you have experienced this concern twice – to
your valid point of needing a replacement before and that replacement failing
you we are confident that a new replacement part along with a quality installation
will finally resolve your concern. A large part of ensuring good customer care
is providing your customer with options that will help them and not cause
potential future concerns or aggravations.
We will continue to work on your behalf to seek this part order
before its current estimated arrival date and if there is any change to its
status you will receive it sooner than expected. I am so sorry again [redacted] and
I look forward to being able to satisfy you when the replacement part arrives.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am very sorry for the disappointment you are experiencing with
your merchandise. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period. The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroom. Bonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesive. Over time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itself. Bonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as normal wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s normal wear and tear.
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our records. The technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”. The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leather. Should
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘[redacted]’.
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your home. At this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation.
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range.
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern.
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim.
Kind Regards,
[redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that occurred and
for the inconvenience this customer has experienced. The parts are located in our Connecticut
facility. No one would have been able to
come fix the broken leg the same day.
The parts have been shipped and the customer has been scheduled for the
part installation. We welcome the customer
to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has
her direct number.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and un- honored agreements have
caused to our customer. We can certainly understand the customer’s frustration
with us and acknowledge the reasons why the customer feels they are owed
something additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concerns
and delivered the customer the merchandise expected in good condition.
In researching this customer’s account I
see that we have already taken major
steps beyond our normal policies to address our failures and compensation
requests with this individual directly. Working beyond a structure that is set
in place for all customers alike is a retailer’s way of adequately accommodating
a customer who we have clearly taken responsibility for disappointing.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
We apologize that we were not able to fulfill the order. The order has been canceled and the customer is
entitled to a refund for the payment that was made. That refund must be done through [redacted] as they accepted the payment, not Bob’s.
I reached out to the [redacted] desk and they are waiting for the customer to
make contact, so they can process the refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="C**ibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Revdex.com-
We are sorry that this customer’s
purchase has not lived up to her expectations.
The customer called into us that there was an issue with scratches on
the bed and was directed to [redacted], because she could not tell them how and
when the scratches occurred, the claim was denied, as it was not an
accident.
I do not see any mention on the customer’s
account that there is an issue with assembly.
If the bed feels loose or wobbly or creaks it may be that it needs to be
tightened. We can certainly send a tech
out to tighten or adjust the bed.
We would not be able to offer a
reselection without a technician report.
If the tech finds the pieces are defective, we certainly can offer a
reselection at that time. As this
customer purchased through [redacted] and not Bob’s it would have to go through
[redacted]. This customer should call
into customer care to set up a service appointment at their earliest convenience.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Complaint: [redacted]
I am rejecting this response because:
I appreciate that Tracey has offered to replace the couch but we paid for [redacted] for 5 years. How is Bobs going to offer a couch but not add [redacted] or refund the original [redacted] cost. This is unacceptable for me. Either bobs add the [redacted] to the new couch or refund me my money in full and I will buy a new couch from somewhere else. I sent a copy of what the warrant covers.Also Tracey stated that 100% of the cost would be a credit, the [redacted] should have been apart of that credit. It was paid for on the original purchase. That statement is misleading.
Sincerely,
[redacted]
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]
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:
This is inaccurate.
Bobs offered to send a repair person for $40.00+/-. If the Bob's Rep. would like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $450.00 higher, then I will accept.
I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted], ** instead of having the long term client bring this product back and purchase another product valued at more than double the first.
As stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience. I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzled.
My wife and I shop solely at Bob's. We don't even shop around. Our 6 siblings all go to Bob's because of our high praise...check your system. We go to Bob's for everything. To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing. Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!!
But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice.
Sincerely,
[redacted]
Good Morning Revdex.com-
Roman">
We are very sorry that this set did not
live up to the customer’s expectations. As these are not manufacturing defects we are
not obligated to make any offer of resolution. In an extreme effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for
resolution (listed below).
Should the customer wish to accept this offer they
must first accept through the Revdex.com mediation site to release the credit. They are then able to contact any of our
stores for reselection. Advice the store
there is a credit in the system, the store will schedule the new delivery at
the same time as the pickup, ensuring the customer will have a piece in the
home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the table and chairs only. As with all courtesy reselections the customer
would be responsible for the new delivery fee.
Kindest
Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here...
Good Afternoon Revdex.com, line-break;">
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted] Protection Products).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. [redacted] is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred or when. By [redacted]’s guidelines this is not an accident.
Bobs Discount Furniture’s responsibility under the [redacted] Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I
apologize again that we have no further recourse to offer this concern directly
at this time.
Our tech determined that this damage was due to misuse
in the home. Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Roger,
line-height: 15pt;">I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration. I truly wish we could have gotten the issue
rectified already. I absolutely agree
that having the pieces in the home for months and not being able to use one is
unfair and unacceptable.
The correct part, to fix the issue, is in
stock. I have reached out to our parts
department to request that it be shipped out as soon as possible. As these pieces in the home were special
ordered, it would take much longer to replace the piece, then to have the new
part installed to fix the issue.
If you would be willing to wait for the new
motor we can offer compensation for this extreme inconvenience. If you are willing to discuss this offer please
reply to the Revdex.com mediation site and I will reach out to you directly to discuss
options.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to be perfect. If there was anyway to get the parts
to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is...
available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]
Complaint: [redacted]
cidental damages you may cause in those FIVE long years!.
I am rejecting this response because:
First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice).
After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question. (Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.
Then told me that someone from the “[redacted] service will contact me within 5 to 7 business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.
As clearly stated in the [redacted]:
TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety of
Bob's 5 year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furniture. Even with careful use furniture can get damaged. The Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.
Fabrics, Leather & Vinyl Upholstered furniture
*Food, Gum or Beverage Stains.
*Human and Pet Bodily fluid Stains.
*Grass and Grease stains.
*Ball Point pen Ink, Marker and Crayon Stains.
*Nail polish and Nail Polish Remover Stains.
*Cosmetics and Lipstick Stains.
*Rips, Tears, Cuts, Punctures and Burns.
*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms.
Wood and Hard Surface Furniture.
* Food, Gum or Beverage Stains.
*Nail polish and Nail Polish Remover Stains.
*Breakage of the Wood Frame or Structure or other Hard Surface.
*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.
*Chip, Scratch, or Breakage of Glass or Mirror Components.
*Loss of Silvering on Mirrors
There shouldn’t be a problem since I have the [redacted] Plan for 5 years on both the Chairs and the Loveseat.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I did not use the plan once before. In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem. I want my $69.99 back. Maybe this would be best settle din small claims court. In any event, I will make sure NEVER to shop at Bob's again. You suck at customer service Bobs. Really and truly. I have never experienced such nonsense.
Sincerely,
[redacted]
Good Morning again [redacted],
I understand your apprehension about accepting a part that may not
correct your issue. I was only seeking to be completely honest with you and
express our minor trepidation. The part that we located within our warehouse is
not of a used origin. Our normal stock quantity of this particular part is not
of a high number because we do not continually experience the same issues with
this product. The sectional you purchased is one of our top sellers and if we
were continually met with issues we would most likely seek to discontinue this
item and we are actually in the process of adding an additional power model of
this same furniture family to our sales lineup.
I’m so sorry that you feel you haven’t been provided good customer
care and I am genuinely very sorry you have experienced this concern twice – to
your valid point of needing a replacement before and that replacement failing
you we are confident that a new replacement part along with a quality installation
will finally resolve your concern. A large part of ensuring good customer care
is providing your customer with options that will help them and not cause
potential future concerns or aggravations.
We will continue to work on your behalf to seek this part order
before its current estimated arrival date and if there is any change to its
status you will receive it sooner than expected. I am so sorry again [redacted] and
I look forward to being able to satisfy you when the replacement part arrives.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good
Afternoon [redacted],
I am very sorry for the disappointment you are experiencing with
your merchandise. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period. The merchandise you have is made of bonded leather, this would
have been displayed right in front of the set (and still currently is) while
you were making your selection in our showroom. Bonded Leather offers the look
of luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesive. Over time and with any amount of use expansion of the
molecules that join the bonded leather to the fabric backing becomes present
and the material starts to separate from itself. Bonded Leather is manufactured
the same way industry wide and peeling over time is not isolated to the bonded
leather products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process. You
have had this set for over two years and the direct Bobs warranty on your
merchandise expired over one year ago and as this concern does not stem from a
factory defect in the product’s workmanship and is viewed as normal wear and
tear industry wide, there is generally no recourse for a business to offer
relating to an item’s normal wear and tear.
While
I personally believe that your concern is related to the bonded leather there
are also several different pieces of information associated with your service
call within our records. The technician who visited your home indicated that
the material on the merchandise was “torn” and not “peeling”. The technician further
advised us that you indicated thinking this occurred from the merchandise being
left in direct sunlight and he explained that this “tear” had to have occurred from
an accident in the environment causing this to happen to the bonded leather. Should
the “tear” be the result of an accident there are several scenarios that are
covered under your protection plan called ‘[redacted]’.
I have
searched through our data base several times and I am unable to locate pictures
from his stop at your home. At this time if you seek further assistance through
Bobs Discount Furniture directly we request that you send us pictures of the
damage through this Revdex.com channel you have initiated for mediation.
Please
send a minimum of two photos:
(1) Photo of the merchandise from
a distance so the entire sofa can be seen
(1) Photo of your concern with the
bonded leather at a close range.
After
receipt of your photos we will review the pictures with our Service Managers
and respond with what, if any, further resolution we are able to offer you for
this concern.
I do
apologize to you again for any inconvenience or frustration this concern has
caused you and I look forward to reviewing your pictures so I can aide in
helping you move forward with this claim.
Kind Regards,
[redacted] Bobs Discount Furniture [redacted]
Good Afternoon Revdex.com-
We are very sorry for any...
miscommunication that occurred and
for the inconvenience this customer has experienced. The parts are located in our Connecticut
facility. No one would have been able to
come fix the broken leg the same day.
The parts have been shipped and the customer has been scheduled for the
part installation. We welcome the customer
to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has
her direct number.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,...
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and un- honored agreements have
caused to our customer. We can certainly understand the customer’s frustration
with us and acknowledge the reasons why the customer feels they are owed
something additional after their concerns have been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concerns
and delivered the customer the merchandise expected in good condition.
In researching this customer’s account I
see that we have already taken major
steps beyond our normal policies to address our failures and compensation
requests with this individual directly. Working beyond a structure that is set
in place for all customers alike is a retailer’s way of adequately accommodating
a customer who we have clearly taken responsibility for disappointing.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
Roman">
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the [redacted] – not Bobs
Discount Furniture.
We apologize that we were not able to fulfill the order. The order has been canceled and the customer is
entitled to a refund for the payment that was made. That refund must be done through [redacted] as they accepted the payment, not Bob’s.
I reached out to the [redacted] desk and they are waiting for the customer to
make contact, so they can process the refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com,
face="C**ibri">Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of s**e. Any amount of
interest or financing charges is not under the discretion of Bobs Discount
Furniture to charge or remove. The customer would need to speak to the
financing company directly for further information on credit reporting and
interest charges as Bobs Discount Furniture is the retailer, not the
financing company.
**so expressed to the customer at the time of s**e were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s possession.
We made major
exceptions in this scenario to work above and beyond our expressed policies to
address this customer’s individu** needs in relation to the power bob bed
adjustable base.
Our records indicate that this customer originally charged a
tot** of $1953.06 to their financing account.
Our records indicate that we have refunded a tot** of
$1803.07 to the customer’s financing account.
The difference in between these two amounts is equal to the
origin** delivery charge associated with the origin** completed delivery that
the customer would still be expected to pay of $149.99.
If the customer is getting and/ or receiving a payment
request for $149.99 from [redacted] our records indicate that it would be
related to the delivery charge of $149.99. Bobs Discount Furniture took this
merchandise back and refunded the financing account for the merchandise, the
merchandise that was taken from the customer’s home could not be re sold and therefore
we lost an immense amount of revenue as a company in an effort to please our
customer. As the customer has disclosed the merchandise was returned strictly
to an event outside of our control and the merchandise had no defects or failures
on the part of our business authorizing this return. Again- as we worked above
and beyond our expressed policies to satisfy this customer’s needs as in individual and did not fail the customer on delivery it is reasonable that the customer is
expected to pay the origin** (agreed to and acknowledged) delivery fee
associated with their financed purchase.
As another extreme
courtesy I have processed a refund for this delivery charge to the customer’s
financing account in the amount of $149.99. For the customer’s records the
transaction number associated with this refund is [redacted]. It can take up
to one full billing cycle for these funds to show as being refunded on any
financing statement. While we are able to complete this refund as an addition**
courtesy we are unable to take ownership for any interest charged on the amount
of this sales order or delivery fee. The customer entered into an agreement
with a third party company and should payments be neglected under those
agreements that remains a dispute between the customer and financing company, not
Bobs Discount Furniture.
I first purchased my couch from Bob's Discount Furniture less than one year ago in Winter of 2015. I noticed a defect with the coil springs in the couch and filed a complaint in July 2016. I was told this was a known defect and would be shipped replacement parts by late September of that year. When October came and I still had not received my parts I called customer service. The call center was unable to answer my questions due to computer outages (call center is in GA, recently struck by Hurricane Matthew). I was told they would resubmit my claim for store credit. When I went back to the physical store to look at couches I noticed the same couch (defected) is still being sold. I brought this to the sales associate and store manager who were both unresponsive. Two weeks later I contacted the customer service center to find out the status of my claim, I was hung up on twice. I then called back the physical store where the store manager was able to put me through to a corporate customer service representative (Michael). After dealing with this and fearing another fiasco with this company I am unwilling to put anymore money in to this. Which unfortunately is what it would take to get a couch at Bob's Discount furniture without a defect. I explained this to him and his only options were to resend me the defected parts or give me a store credit. That's it. No other refund exception for a customer who is frustrated and has been given no assistance. To add to this my "store credit" has an expiration date of less than two months from today. Very poor experience all around from the physical store, to it's managers, to the call center and customer service representatives.
Good Morning...
Revdex.com-
We are sorry that this customer’s
purchase has not lived up to her expectations.
The customer called into us that there was an issue with scratches on
the bed and was directed to [redacted], because she could not tell them how and
when the scratches occurred, the claim was denied, as it was not an
accident.
I do not see any mention on the customer’s
account that there is an issue with assembly.
If the bed feels loose or wobbly or creaks it may be that it needs to be
tightened. We can certainly send a tech
out to tighten or adjust the bed.
We would not be able to offer a
reselection without a technician report.
If the tech finds the pieces are defective, we certainly can offer a
reselection at that time. As this
customer purchased through [redacted] and not Bob’s it would have to go through
[redacted]. This customer should call
into customer care to set up a service appointment at their earliest convenience.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their experience with us.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked under the name, phone number, and address provided here and find
no account.
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison