Good
Afternoon ***,
I
cannot apologize to you enough, I have been in this business for several years
and I have never seen any type of damages like thisI completely understand
why you escalated your concerns so highly and I thank you for sending me these
photosI assure you that we will be following up on the service results you
were provided with and we undoubtedly owe you an option for recourse
We
can offer you a store credit for the price you originally paid for both
loveseats and your chairWith this store credit you can shop in any of our
showrooms and select a different furniture setWe will cover the cost of the
new delivery for your new items and we will also provide you store credit for
the monies you paid towards “Goof Proof” on the two loveseats and chairPlease
respond to me and let me know if this is a resolution you find satisfactory and
I will move forward with processing this credit for you
Thank
you for your time and extreme patience with us and I do hope that you will give
us the opportunity to earn your trust back in our business and I apologize
again for the lack of care and empathy you have received while trying to get
these concerns resolved ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
I am truly sorry for any confusion that was presented during your
conversations on but your account reflects a refund credit of $
for Goof Proof being processedWe are permitted to refund to our customer’s
original payment method only or process a corporate refund check to the name
and address that shows on the sales order
Our records indicate that the original payment method you used
expired in July of so I have sent a check request to be mailed to:
*** ***
*** *** ***
*** *
*** ** ***
I apologize that you are unable to send me photos of your
concern with the table and for any frustrations we have caused youYou should
expect to see your check by regular mail within the next 7-business days for
this refund
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***According to previous email from Bobs they were apologizing for furniture deliveryThis complaint was not regarding furniture deliver but about their word of giving me a credit of $towards the purchase of furniture from Bobs due to being compensated for having to stay home on three different days waiting for delivery of furnitureIm not sure why they did not keep there work and think that I would have taken a credit of $to buy new furniture and then they would take a couch that was defectedWhat happened if I used my credit two years later? Would they take the couch then? I was also told that my refund check would go out the next business day which would have been Monday of this weekI informed Jaime the customer manager that I would have a family of seven sitting on a floor since I have no couches and that I need that check ASAP I also informed her that the customer service was horrible and unacceptableAllowing children to sit on a floor for something that was not my fault but there faultWhen this complaint was established I asked them to pull the phone call from my last contact with their representative informing me of the credit we were to receive and also ALLOWING us to keep the couch for being inconveniencedI was told that would take a while and then they dropped the subjectI am STILL waiting for the check to come and my children are still sitting on a floor
I would like to know when I will receive my check?
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass my apologies to this customer for the
frustration she has experienced while reporting her claim to the ***
companyPlease assure her that we at Bobs have made a valid effort to ensure
she receives the quality service she was promised from our sales personWe
currently have one of our factory trained service technician’s scheduled to her
residence to resolve her concern
I have spoken with the *** company today (4.17.2014)
and the customer’s claim was not denied due to the fact the she reported scratches
on the woodThe Goof Proof Protection plan does cover scratches to wood as
long as the scratch has penetrated the surface of the wood itselfThe ***
company honors claims for damage as long as the damage has resulted from a one
time accidental occurrence and this customer reported that the scratches on her
product were present from sliding the chairs under the tableThis type of
damage would be considered wear and tear and Bobs is able to help her
service this type of claimAs the customer’s merchandise is currently outside
of it’s manufacturing warranty period through Bobs it is not in the customer’s
best interest to offer a cancelation of her five year protection plan
The time of sale is a very exciting time, not only for the
customer, but also for our sales person and I am certain our intentions during
this time were not to mislead our customerOur Goof Proof Plan is an extremely
valuable investment when used appropriately and just like any other protection
plan purchased for automobiles or electronics there are certain exclusions that
must be followed in order to keep the plan fair for all consumers alikeAs I was
not present at the time of sale it is rather tough to comment on the alleged
information the customer states she was provided by our sales personI can
state that if the customer recollects being told scratches on wood are covered,
they most certainly areHaving been in this business for several years I believe
most of our industry refers to the term ‘scratch’ as a damage that penetrates
the substrate of the product’s finishWe are genuinely very sorry if there was
a miscommunication on our end at the time of saleWe recommend that the
customer contact us (Bobs Customer Care ###-###-####) prior to the ***
company in the future, this way we can help to educate her more on the
parameters of her protection plan and aide in removing the opportunity for unnecessary
frustration she may have after receiving a denial result from ***
I apologize again that this customer has experienced any disappointment
while seeking to get her concerns resolvedWe at Bobs Discount Furniture are
making a conscious effort to provide this customer resolution for her concerns because
we truly do care about our customers
Warm Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are really sorry for the miscommunication concerning the call
ahead. We do not offer a call ahead on
the first stop of the day. Unfortunately
there is no one in the depot that early to make those calls. That should have been explained to you when
the call ahead was set up.
The actions of the driver are indefensible. I am very sorry for his conduct. We do not expect that our drivers will be
rude or discourteous to our customers.
We have established the delivery team will be returning to
complete this delivery later today.
Kindest Regards,
Tracy S
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">I called as *** requested and spoke with him yesterday
(1.05.2015) regarding this complaint
I have sincerely apologized to *** for lack of care and
empathy his concerns were continually met with and thank *** for taking the
time to escalate his concerns so that we can address the obvious coaching
concerns that have been presented to us
*** and I were able to agree on a satisfactory
resolution for further accommodation which has since been processed and confirmed
with our customer
Thank you for providing the opportunity to make it right,
*** ** ***
Customer Care Corporate Management
Bobs Discount Furniture
Complaint: ***
Thank-you for thinking outside of the box. I would like to go with option two with the following stipulations added. I do not believe any of these stipulations are unreasonable
- Replacement order needs to be in by 10/312014. This is a longer window then the one you provided. If the new piece is not in by then or there is damages and a new piece needs to be ordered, bobs provides me with a full refund of the entire couch, takes the couch "as is" no additional charges, and provides a $bobs card. I ask for this stipulation now because I can see myself being in the same situation as before and want my options known to me now and not have to worry about it in OctoberI don't want to "haggle" anymore over this couch I ask for the couch be returned in "as is" condition because I want to feel like I can sit on and enjoy the couch. Things happen, such as accidental spills and pets and I don't want to have to worry that Bob's will be charging me for this. I put this stipulation in because currently I am afraid to sit on my new couch for fear I will have to deal with Bob's trying to get discounts out of the furniture
- If/when the new chaise comes in Bob's accepts the temporary chaise in "As is" condition no additional charges. This is for same reason as above. I have no intention of intentionally doing damage to the couch, I just don't want to have to walk on eggshells or feel like I need a slip cover the whole time
- The temporary chase gets delivered as soon as possible, which I expect to be under two weeks
If the company is unable to accept these conditions of barring me from responsibility for damage to the couch, and the ability to refund me in whole, plus gift card I choose option but modified. Also, I will reject any offer relating to wear and tear and still prefer option if that was a potential counter offer. Instead of a $gift card I request it be $for option
I look forward to hearing back from you
">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the *** *** purchased
in 2014. We sent our technician to the
home on July 13th 2016. The
technician did determine that there are no defects in the merchandise. The tech reported he lubricated the mechanism
and it was working properly when he left.
In an effort to try to
make this right we will allow for another technician to come to the home. The service has been created; the customer
can call any time to schedule itIf this technician also deems the chair to be
up to manufacturing standards we will have no further recourse to offer. If the technician does report that there is a
manufacturing defect we will be reaching out to the customer to discuss
options.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
I will only accept the service in which they're offering if Bob's discount furniture is going to pay for those parts and laborThe merchandise was ordered and pickup on April 15,and went to the store and report the problem on April 20,I am able to provide dates because I check back in my note which I within my cell phoneI firmly Believe that I should not pay for the couch to be repairedTheir merchandise was defective my child got hurt they need to show some remorse for the fact that my child got hurt and stop being so heartless I wonder how would they feel if it was their childAgain I don't believe I should pay for the parts or for a technician to come out to put in those partsThank you
Complaint: ***
I am rejecting this response because:
Hello ***,
I appreciate your response, but you missed more than half of my point that being that your customer service department is horrendous I was promised the part repeatedly (literally at least times)--how did people not know it wasn't coming in??
The waiting time on the phone to even get to a customer service person is unacceptably long AND when your customer service people PROMISED to call me back, they did not!!!
Yes, I am very disappointed that I can not use my recliner, but the service has been more that terrible!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
We apologize that the customer is experiencing any disappointment while trying
to use the protection plan they purchased from usGuardian (Crypton is known
as their parent company) is a third party company and we have, for many years,
experienced a vast amount of approved claims through this third party company
Our customer’s are usually very happy with the outcome of their reported claim
and based on the price they paid for the coverage our sales associates and
sales managers would have no reason not to boast about the extreme value the
protection plan carries
We provide a general flyer at the time of sale that very clearly indicates
there are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusionsAs the manager of the plan, Guardian is responsible for sending the
consumer the plan documentsShould the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for reviewHad we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any requestAs it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that Guardian is continually sending these
documents as many claims for coverage are routinely approved
Our records indicate that this merchandise was delivered to the
customer on 03/27/and the first report for any structural concern came to
us on 02/07/This is nearly a full year past the warranty expiration date
through Bobs Discount FurnitureEven though the bed was out of warranty we did
attempt to repair this merchandise at no cost to our customer by sending the
technician out on 02/13/Upon our technician finding that the merchandise
was unrepairable we regretfully have no other recourse to offer this customer
directlyWe have serviced this merchandise and exchanged it only once before for
cosmetic issues that were evident from the original delivery in We were
not made aware of any defect concerns within this customer’s guarantee period
thru Bobs Discount Furniture and have completed an attempt to repair this
merchandise at no charge to the customer
We are regretfully unable to overturn the choices made by a third party company
and in order for a claim to be approved under the ‘Goof Proof’ protection an
occurrence of accident must be reportedThis is clearly indicated and
expressed on the written verbiage provided to our customers at this time of
saleAs this customer reported it to Guardian:
“Customer states her son was
getting up out of the bed and the frame broke where rail connects to it”
The occurrence of “getting out of any piece of furniture” cannot
be deemed an accidental occurrence‘Goof Proof’, as its name depicts offers
coverage for occurrences of accidental damage only
The customer’s claim was denied due to there being no accidental occurrence
of damage reported and this denial reason does line up with the policies of the
‘Goof Proof’ protection planIt is not uncommon that many protection plans do
not cover such instances like wear and tear; this merchandise has been
receiving use for many years
While Bobs Discount Furniture truly wishes that we could help
every customer who has a concern we remain regretful that we have no further
recourse to offer this customer at this time
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to *** *** for the
inconvenience the delivery team’s negligence has caused and may continue to
cause to her and her familyWe assure her that his property claim has been
correctly filed with the third party trucking company involved
As *** *** property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directlyPer our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary
I have sent a message on her behalf to our Delivery Managers and
the trucking company involved in this claim to get clarification on the details
They have informed me that while they
do not accept the responsibility for the damages, they have made an offer in
good faith to the customer for a portion of the reported damages We hope that this customer will consider this
offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will check my mail today and over the weekend, because NO I haven't gotten it yet If I don't get it by Monday, I will call customer service at the store to stop payment at that time Hold off for now on the stop payment Thank you
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for any confusion our customer is experiencing
because our records indicate that his claim through the Goof Proof Plan for his
nightstand was 100% honored back on The claim number this was
processed under is: *** CLAIM # ***Therefore, the warranty we sold
our customer is being honoredI have researched this set extensively and
cannot locate any extended occurrences of product failures within our Quality
Control LogsI believe it is much more likely that the reason behind this set
being discontinued from our sales floor was directly related to poor projected
sales volume of this bedroom setWhen an item is no longer stocked for sale in
our warehouse it does not mean that the manufacturer of this set has discontinued
their own production so we are normally still able to provide our customer with
replacement parts and service through the life of their warranty
I apologize again for any confusion our customer may be experiencing
regarding the status of his warranty claim and advise him that he currently has
a store credit of to use within Bobs Discount Furniture prior to
*** also states that the damaged nightstand does not need to be
returned to us, this means the customer can keep it and continue to use it
should they wantTheir warranty coverage has given them the option to keep the
item and a credit based off of what the customer paid for the itemFrom my
perspective the Goof Proof Plan has not failed our customer in any manner
Since the customer’s claim was honored through the *** company I can tell
you on a general basis that there was a customer caused accident that occurred to
cause the damage our customer reportedAs there are no manufacturing concerns
present with this merchandise or stated within our customer’s complaint we are
unable to offer further recourse to the extent of a monetary refund as our customer
requests
Please let me know if our customer has any other concerns I can
be of assistance with at this time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I am
extremely sorry that you were met with such a lack of care while seeking
resolution to your concernsI assure you that we genuinely care for every
single customer who chooses to spend their hard earned money with us and have
the appropriate actions in place to resolve your concern
I have just
finished speaking with our Service Management Team and they have verified that
our technician will have the proper education and tools available to him to
complete your requested service tomorrow (6.4.2014)As your bed was originally
delivered in June of you are very far outside of your factory guarantee period
through Bobs Discount Furniture and I promise you that we are applying a vast
amount of consideration as a business by offering to complete this new installation
at absolutely no charge to you
It is appalling and quite embarrassing to me
that you had to deal with any pushback during the process of getting your
original service call rescheduled and I will ensure that the obvious coaching concerns
we have are addressedI thank you for bringing your concern to our attention
so that we can improve our customer’s overall experiences
Please let
me know if there is anything else I can be of assistance with and I look
forward to satisfying you tomorrow during your scheduled service call
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and incorrect product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur 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 currently have an exchange scheduled for the customer on to resolve
the remaining concerns with this merchandise
At this time we are looking forward to completely resolving this customer’s
concern on We will refund this customer’s delivery fee to the
original method of payment, Wells Fargo.
If this customer accepts this offer, which is outside of our
policy guidelines, it will be the only offer of compensation we would be able
to make Please see attached copy of
delivery fee refund for approval
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for what this customer has had
to go through to get this situation rectified.
Looking into the account I did find the customer had already spoken with
one of our representatives who had set the customer up for a reselection credit
for the damaged pieces. This customer
has already used this credit for his new selection and is scheduled for
delivery on 2/15/16. We believe that Bob's Discount Furniture
has taken care of this customer’s concerns at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
First of all, I would like to thank you for your polite
responseThis is the first polite and professional response that I have
received from Bob’s Discount Furniture while speaking to around 25-different
people over the period of daysI also would like to mention that one of Bob’s
Discount Furniture representatives hang up on me when I requested the denial of
my claim to be sent to me in writing and that request has not been satisfied
I would like to address the inconsistences that you have
mentioned in your responseI truly believe that those are the results of poor
inspection done by the technician that came to my house on 3/20/The rips
located on sofa and loveseat are on the seamsThere is no inches rip on the
sofa and no inches rip on the loveseat as you will be able to see on attached
picturesAll the rips on sofa and loveseat are under inch long except one
located on the loveseat which is inch longThe technician took the pictures
of all the rips that day and he failed to send them to Bob’s Discount Furniture
for further reviewI was told that I will receive a phone call within days
to discuss the claim and nobody ever called meI tried to call weeks later
to find out the status of my claim and was on hold with Customer Service for
25-minutes with no answerUnfortunately, I could not hold any longer and
after trials I contacted the store where I bought my furniture to ask for
their helpI was connected with the Customer Service Representative Manager
who could not locate my claim and after she finally found it she told me there
were no pictures or comments in the claim fileI was asked to take pictures
and send them down and I was promised that somebody will contact me within
48-hrsI emailed my pictures on 4/1/and I never received a single
phone callOn 4/4/2014, I sent an email asking for an update on my claim and
received no responseI called Customer Service again two days later and again
was on hold for minutes at a timeAfter few trials, I tried to call the
store again but this time they were not helpful and asked me to keep calling
Customer Service lineFinally, after calling the store times I was granted
the permission to speak to the store Manager and she entered the request for
Customer Service Representative to contact meI received a phone call on
Saturday 04/05/and was informed that my claim was denied because these
rips are not manufacturing defects and unfortunately the leather tends to rip
after using it for a whileI questioned expertize of the technician that came
to my house and I asked if I can have another technician to come and take a
look at itI was told that all Bob’s Discount Furniture technicians are fully
trained and unfortunately they can’t send another technician
It is also not true that the *** claim was filed with
no incident and I would like to point out that it was not the reason for denial
that I was givenFirst, I was told that my claim was denied because I
mentioned the rips while filing the claim for the markerAgain, I want to emphasize
that I mentioned to the representative that rips are not accidental and they
happened over time due to poor manufacturingThe last reason for denial that I
was given was the general condition of the sofa and loveseatI would like to
point out that *** never sent a single technician to my house and never
received or requested a single picture of my furniture and yet they were
telling me that my furniture is not in good conditionI would like to know how
*** knew about condition of my sofa and loveseatI was told several times
by both Bob’s Discount Furniture Customer Service and *** that they are two
separate companies so it is very strange that *** had that information
even though only Bob’s Discount Furniture received the pictures of my
furnitureThe marker stains were done by my sonHe received a writing board
and was playing with it in my kitchen which is directly neighboring the living
room (open floor plan) and by the time I came back from the bathroom my sofa
and my wall had marker stains on themYou can clearly see that only the side
of the sofa facing the kitchen is damagedI would like to mention that I
requested the copy of the recording of the conversation during which I filed
the claim with *** and also the denial of the claim in writing and have
not received either of them
The reason why I didn’t report any damages until the marker
stains happened is very simpleWhen I bought my warranty, I was told it only covers
accidental damagesSince the rips were not accidental, I was not aware that
they can also be covered under the warrantyWhen I first called to report the
rips, I called the wrong number for the Bob’s Plus CoverageI was informed
that marker stains need to be reported to *** and that Plus Coverage
covers manufacturing defectsThat was when I discovered that I can open a
claim for the rips
I hope that you can resolve this issue and fulfill my
expectations by repairing the damaged sofa and loveseat (rips and stains)
Thank you,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with *** today
and provided her with my direct contact information for any future needsWe
have come to an agreement for resolution as we have truly let this customer
down and wish to make our failures right by her
Thank you for helping bring these
failures to our attention and ultimately helping me reach out to a disappointed
customer
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry for the concern
represented here. The original purchase
was in 2014. The customer was given a
courtesy store credit due to a concern they had with the store. In April the tech determined that the
set in the home was up to standards with no defect. The customer escalated their complaint and
was granted a one time courtesy reselection.
They were also given a store credit due to a concern they had. That set was then reported damaged, the tech
agreed that there was a manufacturing defect and we set up for a
reselection. The customer reported that
this set currently in the home was no longer comfortable. Our tech went to the home in February
and determined the set was up to manufacturing standards. The customer escalated the concern and was
given a one time courtesy reselection.
The set in the home is not deemed to be defective. The rug the customer referred to had no
manufacturing defects. The customer
choose a set that did not match the rug already in the home, she asked that it be
included in the return. As the rug was
not part of the set and was not defective in any way, we were not able to accommodate
that request.
The customer did go to the store and chose
a new set. There is a balance due which
must be paid before we can schedule the exchange. We have followed our policy for
service. We have already offered this customer
two courtesy reselections. We would not
be able to refund for the set in the home.
We would not be able to cover the difference for the set the customer has
chosen in their reselection.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon ***,
I
cannot apologize to you enough, I have been in this business for several years
and I have never seen any type of damages like thisI completely understand
why you escalated your concerns so highly and I thank you for sending me these
photosI assure you that we will be following up on the service results you
were provided with and we undoubtedly owe you an option for recourse
We
can offer you a store credit for the price you originally paid for both
loveseats and your chairWith this store credit you can shop in any of our
showrooms and select a different furniture setWe will cover the cost of the
new delivery for your new items and we will also provide you store credit for
the monies you paid towards “Goof Proof” on the two loveseats and chairPlease
respond to me and let me know if this is a resolution you find satisfactory and
I will move forward with processing this credit for you
Thank
you for your time and extreme patience with us and I do hope that you will give
us the opportunity to earn your trust back in our business and I apologize
again for the lack of care and empathy you have received while trying to get
these concerns resolved ***
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
I am truly sorry for any confusion that was presented during your
conversations on but your account reflects a refund credit of $
for Goof Proof being processedWe are permitted to refund to our customer’s
original payment method only or process a corporate refund check to the name
and address that shows on the sales order
Our records indicate that the original payment method you used
expired in July of so I have sent a check request to be mailed to:
*** ***
*** *** ***
*** *
*** ** ***
I apologize that you are unable to send me photos of your
concern with the table and for any frustrations we have caused youYou should
expect to see your check by regular mail within the next 7-business days for
this refund
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***According to previous email from Bobs they were apologizing for furniture deliveryThis complaint was not regarding furniture deliver but about their word of giving me a credit of $towards the purchase of furniture from Bobs due to being compensated for having to stay home on three different days waiting for delivery of furnitureIm not sure why they did not keep there work and think that I would have taken a credit of $to buy new furniture and then they would take a couch that was defectedWhat happened if I used my credit two years later? Would they take the couch then? I was also told that my refund check would go out the next business day which would have been Monday of this weekI informed Jaime the customer manager that I would have a family of seven sitting on a floor since I have no couches and that I need that check ASAP I also informed her that the customer service was horrible and unacceptableAllowing children to sit on a floor for something that was not my fault but there faultWhen this complaint was established I asked them to pull the phone call from my last contact with their representative informing me of the credit we were to receive and also ALLOWING us to keep the couch for being inconveniencedI was told that would take a while and then they dropped the subjectI am STILL waiting for the check to come and my children are still sitting on a floor
I would like to know when I will receive my check?
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">Please pass my apologies to this customer for the
frustration she has experienced while reporting her claim to the ***
companyPlease assure her that we at Bobs have made a valid effort to ensure
she receives the quality service she was promised from our sales personWe
currently have one of our factory trained service technician’s scheduled to her
residence to resolve her concern
I have spoken with the *** company today (4.17.2014)
and the customer’s claim was not denied due to the fact the she reported scratches
on the woodThe Goof Proof Protection plan does cover scratches to wood as
long as the scratch has penetrated the surface of the wood itselfThe ***
company honors claims for damage as long as the damage has resulted from a one
time accidental occurrence and this customer reported that the scratches on her
product were present from sliding the chairs under the tableThis type of
damage would be considered wear and tear and Bobs is able to help her
service this type of claimAs the customer’s merchandise is currently outside
of it’s manufacturing warranty period through Bobs it is not in the customer’s
best interest to offer a cancelation of her five year protection plan
The time of sale is a very exciting time, not only for the
customer, but also for our sales person and I am certain our intentions during
this time were not to mislead our customerOur Goof Proof Plan is an extremely
valuable investment when used appropriately and just like any other protection
plan purchased for automobiles or electronics there are certain exclusions that
must be followed in order to keep the plan fair for all consumers alikeAs I was
not present at the time of sale it is rather tough to comment on the alleged
information the customer states she was provided by our sales personI can
state that if the customer recollects being told scratches on wood are covered,
they most certainly areHaving been in this business for several years I believe
most of our industry refers to the term ‘scratch’ as a damage that penetrates
the substrate of the product’s finishWe are genuinely very sorry if there was
a miscommunication on our end at the time of saleWe recommend that the
customer contact us (Bobs Customer Care ###-###-####) prior to the ***
company in the future, this way we can help to educate her more on the
parameters of her protection plan and aide in removing the opportunity for unnecessary
frustration she may have after receiving a denial result from ***
I apologize again that this customer has experienced any disappointment
while seeking to get her concerns resolvedWe at Bobs Discount Furniture are
making a conscious effort to provide this customer resolution for her concerns because
we truly do care about our customers
Warm Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are really sorry for the miscommunication concerning the call
ahead. We do not offer a call ahead on
the first stop of the day. Unfortunately
there is no one in the depot that early to make those calls. That should have been explained to you when
the call ahead was set up.
The actions of the driver are indefensible. I am very sorry for his conduct. We do not expect that our drivers will be
rude or discourteous to our customers.
We have established the delivery team will be returning to
complete this delivery later today.
Kindest Regards,
Tracy S
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
size="3">I called as *** requested and spoke with him yesterday
(1.05.2015) regarding this complaint
I have sincerely apologized to *** for lack of care and
empathy his concerns were continually met with and thank *** for taking the
time to escalate his concerns so that we can address the obvious coaching
concerns that have been presented to us
*** and I were able to agree on a satisfactory
resolution for further accommodation which has since been processed and confirmed
with our customer
Thank you for providing the opportunity to make it right,
*** ** ***
Customer Care Corporate Management
Bobs Discount Furniture
Complaint: ***
Thank-you for thinking outside of the box. I would like to go with option two with the following stipulations added. I do not believe any of these stipulations are unreasonable
- Replacement order needs to be in by 10/312014. This is a longer window then the one you provided. If the new piece is not in by then or there is damages and a new piece needs to be ordered, bobs provides me with a full refund of the entire couch, takes the couch "as is" no additional charges, and provides a $bobs card. I ask for this stipulation now because I can see myself being in the same situation as before and want my options known to me now and not have to worry about it in OctoberI don't want to "haggle" anymore over this couch I ask for the couch be returned in "as is" condition because I want to feel like I can sit on and enjoy the couch. Things happen, such as accidental spills and pets and I don't want to have to worry that Bob's will be charging me for this. I put this stipulation in because currently I am afraid to sit on my new couch for fear I will have to deal with Bob's trying to get discounts out of the furniture
- If/when the new chaise comes in Bob's accepts the temporary chaise in "As is" condition no additional charges. This is for same reason as above. I have no intention of intentionally doing damage to the couch, I just don't want to have to walk on eggshells or feel like I need a slip cover the whole time
- The temporary chase gets delivered as soon as possible, which I expect to be under two weeks
If the company is unable to accept these conditions of barring me from responsibility for damage to the couch, and the ability to refund me in whole, plus gift card I choose option but modified. Also, I will reject any offer relating to wear and tear and still prefer option if that was a potential counter offer. Instead of a $gift card I request it be $for option
I look forward to hearing back from you
">Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the *** *** purchased
in 2014. We sent our technician to the
home on July 13th 2016. The
technician did determine that there are no defects in the merchandise. The tech reported he lubricated the mechanism
and it was working properly when he left.
In an effort to try to
make this right we will allow for another technician to come to the home. The service has been created; the customer
can call any time to schedule itIf this technician also deems the chair to be
up to manufacturing standards we will have no further recourse to offer. If the technician does report that there is a
manufacturing defect we will be reaching out to the customer to discuss
options.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Morning Revdex.com,
I will only accept the service in which they're offering if Bob's discount furniture is going to pay for those parts and laborThe merchandise was ordered and pickup on April 15,and went to the store and report the problem on April 20,I am able to provide dates because I check back in my note which I within my cell phoneI firmly Believe that I should not pay for the couch to be repairedTheir merchandise was defective my child got hurt they need to show some remorse for the fact that my child got hurt and stop being so heartless I wonder how would they feel if it was their childAgain I don't believe I should pay for the parts or for a technician to come out to put in those partsThank you
Complaint: ***
I am rejecting this response because:
Hello ***,
I appreciate your response, but you missed more than half of my point that being that your customer service department is horrendous I was promised the part repeatedly (literally at least times)--how did people not know it wasn't coming in??
The waiting time on the phone to even get to a customer service person is unacceptably long AND when your customer service people PROMISED to call me back, they did not!!!
Yes, I am very disappointed that I can not use my recliner, but the service has been more that terrible!!!
Sincerely,
*** ***
Good Afternoon Revdex.com,
size="3">
We apologize that the customer is experiencing any disappointment while trying
to use the protection plan they purchased from usGuardian (Crypton is known
as their parent company) is a third party company and we have, for many years,
experienced a vast amount of approved claims through this third party company
Our customer’s are usually very happy with the outcome of their reported claim
and based on the price they paid for the coverage our sales associates and
sales managers would have no reason not to boast about the extreme value the
protection plan carries
We provide a general flyer at the time of sale that very clearly indicates
there are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusionsAs the manager of the plan, Guardian is responsible for sending the
consumer the plan documentsShould the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for reviewHad we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any requestAs it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that Guardian is continually sending these
documents as many claims for coverage are routinely approved
Our records indicate that this merchandise was delivered to the
customer on 03/27/and the first report for any structural concern came to
us on 02/07/This is nearly a full year past the warranty expiration date
through Bobs Discount FurnitureEven though the bed was out of warranty we did
attempt to repair this merchandise at no cost to our customer by sending the
technician out on 02/13/Upon our technician finding that the merchandise
was unrepairable we regretfully have no other recourse to offer this customer
directlyWe have serviced this merchandise and exchanged it only once before for
cosmetic issues that were evident from the original delivery in We were
not made aware of any defect concerns within this customer’s guarantee period
thru Bobs Discount Furniture and have completed an attempt to repair this
merchandise at no charge to the customer
We are regretfully unable to overturn the choices made by a third party company
and in order for a claim to be approved under the ‘Goof Proof’ protection an
occurrence of accident must be reportedThis is clearly indicated and
expressed on the written verbiage provided to our customers at this time of
saleAs this customer reported it to Guardian:
“Customer states her son was
getting up out of the bed and the frame broke where rail connects to it”
The occurrence of “getting out of any piece of furniture” cannot
be deemed an accidental occurrence‘Goof Proof’, as its name depicts offers
coverage for occurrences of accidental damage only
The customer’s claim was denied due to there being no accidental occurrence
of damage reported and this denial reason does line up with the policies of the
‘Goof Proof’ protection planIt is not uncommon that many protection plans do
not cover such instances like wear and tear; this merchandise has been
receiving use for many years
While Bobs Discount Furniture truly wishes that we could help
every customer who has a concern we remain regretful that we have no further
recourse to offer this customer at this time
Kindest
Regards,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Afternoon Revdex.com,
size="3">
Please pass on our apologies to *** *** for the
inconvenience the delivery team’s negligence has caused and may continue to
cause to her and her familyWe assure her that his property claim has been
correctly filed with the third party trucking company involved
As *** *** property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directlyPer our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary
I have sent a message on her behalf to our Delivery Managers and
the trucking company involved in this claim to get clarification on the details
They have informed me that while they
do not accept the responsibility for the damages, they have made an offer in
good faith to the customer for a portion of the reported damages We hope that this customer will consider this
offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will check my mail today and over the weekend, because NO I haven't gotten it yet If I don't get it by Monday, I will call customer service at the store to stop payment at that time Hold off for now on the stop payment Thank you
Sincerely,
*** ***
Good Morning Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry for any confusion our customer is experiencing
because our records indicate that his claim through the Goof Proof Plan for his
nightstand was 100% honored back on The claim number this was
processed under is: *** CLAIM # ***Therefore, the warranty we sold
our customer is being honoredI have researched this set extensively and
cannot locate any extended occurrences of product failures within our Quality
Control LogsI believe it is much more likely that the reason behind this set
being discontinued from our sales floor was directly related to poor projected
sales volume of this bedroom setWhen an item is no longer stocked for sale in
our warehouse it does not mean that the manufacturer of this set has discontinued
their own production so we are normally still able to provide our customer with
replacement parts and service through the life of their warranty
I apologize again for any confusion our customer may be experiencing
regarding the status of his warranty claim and advise him that he currently has
a store credit of to use within Bobs Discount Furniture prior to
*** also states that the damaged nightstand does not need to be
returned to us, this means the customer can keep it and continue to use it
should they wantTheir warranty coverage has given them the option to keep the
item and a credit based off of what the customer paid for the itemFrom my
perspective the Goof Proof Plan has not failed our customer in any manner
Since the customer’s claim was honored through the *** company I can tell
you on a general basis that there was a customer caused accident that occurred to
cause the damage our customer reportedAs there are no manufacturing concerns
present with this merchandise or stated within our customer’s complaint we are
unable to offer further recourse to the extent of a monetary refund as our customer
requests
Please let me know if our customer has any other concerns I can
be of assistance with at this time
Thank You,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 0pt;">I am
extremely sorry that you were met with such a lack of care while seeking
resolution to your concernsI assure you that we genuinely care for every
single customer who chooses to spend their hard earned money with us and have
the appropriate actions in place to resolve your concern
I have just
finished speaking with our Service Management Team and they have verified that
our technician will have the proper education and tools available to him to
complete your requested service tomorrow (6.4.2014)As your bed was originally
delivered in June of you are very far outside of your factory guarantee period
through Bobs Discount Furniture and I promise you that we are applying a vast
amount of consideration as a business by offering to complete this new installation
at absolutely no charge to you
It is appalling and quite embarrassing to me
that you had to deal with any pushback during the process of getting your
original service call rescheduled and I will ensure that the obvious coaching concerns
we have are addressedI thank you for bringing your concern to our attention
so that we can improve our customer’s overall experiences
Please let
me know if there is anything else I can be of assistance with and I look
forward to satisfying you tomorrow during your scheduled service call
Kind
Regards,
*** ** ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Good Morning Revdex.com-
"line-height: 115%Verdana","sans-serif"">Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and incorrect product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur 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 currently have an exchange scheduled for the customer on to resolve
the remaining concerns with this merchandise
At this time we are looking forward to completely resolving this customer’s
concern on We will refund this customer’s delivery fee to the
original method of payment, Wells Fargo.
If this customer accepts this offer, which is outside of our
policy guidelines, it will be the only offer of compensation we would be able
to make Please see attached copy of
delivery fee refund for approval
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 10pt;">We certainly apologize for what this customer has had
to go through to get this situation rectified.
Looking into the account I did find the customer had already spoken with
one of our representatives who had set the customer up for a reselection credit
for the damaged pieces. This customer
has already used this credit for his new selection and is scheduled for
delivery on 2/15/16. We believe that Bob's Discount Furniture
has taken care of this customer’s concerns at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning,
First of all, I would like to thank you for your polite
responseThis is the first polite and professional response that I have
received from Bob’s Discount Furniture while speaking to around 25-different
people over the period of daysI also would like to mention that one of Bob’s
Discount Furniture representatives hang up on me when I requested the denial of
my claim to be sent to me in writing and that request has not been satisfied
I would like to address the inconsistences that you have
mentioned in your responseI truly believe that those are the results of poor
inspection done by the technician that came to my house on 3/20/The rips
located on sofa and loveseat are on the seamsThere is no inches rip on the
sofa and no inches rip on the loveseat as you will be able to see on attached
picturesAll the rips on sofa and loveseat are under inch long except one
located on the loveseat which is inch longThe technician took the pictures
of all the rips that day and he failed to send them to Bob’s Discount Furniture
for further reviewI was told that I will receive a phone call within days
to discuss the claim and nobody ever called meI tried to call weeks later
to find out the status of my claim and was on hold with Customer Service for
25-minutes with no answerUnfortunately, I could not hold any longer and
after trials I contacted the store where I bought my furniture to ask for
their helpI was connected with the Customer Service Representative Manager
who could not locate my claim and after she finally found it she told me there
were no pictures or comments in the claim fileI was asked to take pictures
and send them down and I was promised that somebody will contact me within
48-hrsI emailed my pictures on 4/1/and I never received a single
phone callOn 4/4/2014, I sent an email asking for an update on my claim and
received no responseI called Customer Service again two days later and again
was on hold for minutes at a timeAfter few trials, I tried to call the
store again but this time they were not helpful and asked me to keep calling
Customer Service lineFinally, after calling the store times I was granted
the permission to speak to the store Manager and she entered the request for
Customer Service Representative to contact meI received a phone call on
Saturday 04/05/and was informed that my claim was denied because these
rips are not manufacturing defects and unfortunately the leather tends to rip
after using it for a whileI questioned expertize of the technician that came
to my house and I asked if I can have another technician to come and take a
look at itI was told that all Bob’s Discount Furniture technicians are fully
trained and unfortunately they can’t send another technician
It is also not true that the *** claim was filed with
no incident and I would like to point out that it was not the reason for denial
that I was givenFirst, I was told that my claim was denied because I
mentioned the rips while filing the claim for the markerAgain, I want to emphasize
that I mentioned to the representative that rips are not accidental and they
happened over time due to poor manufacturingThe last reason for denial that I
was given was the general condition of the sofa and loveseatI would like to
point out that *** never sent a single technician to my house and never
received or requested a single picture of my furniture and yet they were
telling me that my furniture is not in good conditionI would like to know how
*** knew about condition of my sofa and loveseatI was told several times
by both Bob’s Discount Furniture Customer Service and *** that they are two
separate companies so it is very strange that *** had that information
even though only Bob’s Discount Furniture received the pictures of my
furnitureThe marker stains were done by my sonHe received a writing board
and was playing with it in my kitchen which is directly neighboring the living
room (open floor plan) and by the time I came back from the bathroom my sofa
and my wall had marker stains on themYou can clearly see that only the side
of the sofa facing the kitchen is damagedI would like to mention that I
requested the copy of the recording of the conversation during which I filed
the claim with *** and also the denial of the claim in writing and have
not received either of them
The reason why I didn’t report any damages until the marker
stains happened is very simpleWhen I bought my warranty, I was told it only covers
accidental damagesSince the rips were not accidental, I was not aware that
they can also be covered under the warrantyWhen I first called to report the
rips, I called the wrong number for the Bob’s Plus CoverageI was informed
that marker stains need to be reported to *** and that Plus Coverage
covers manufacturing defectsThat was when I discovered that I can open a
claim for the rips
I hope that you can resolve this issue and fulfill my
expectations by repairing the damaged sofa and loveseat (rips and stains)
Thank you,
*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com,
class="MsoNormal" "margin: 0in 0in 0pt;">I have spoken with *** today
and provided her with my direct contact information for any future needsWe
have come to an agreement for resolution as we have truly let this customer
down and wish to make our failures right by her
Thank you for helping bring these
failures to our attention and ultimately helping me reach out to a disappointed
customer
Kind Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com-
size="3">
We are very sorry for the concern
represented here. The original purchase
was in 2014. The customer was given a
courtesy store credit due to a concern they had with the store. In April the tech determined that the
set in the home was up to standards with no defect. The customer escalated their complaint and
was granted a one time courtesy reselection.
They were also given a store credit due to a concern they had. That set was then reported damaged, the tech
agreed that there was a manufacturing defect and we set up for a
reselection. The customer reported that
this set currently in the home was no longer comfortable. Our tech went to the home in February
and determined the set was up to manufacturing standards. The customer escalated the concern and was
given a one time courtesy reselection.
The set in the home is not deemed to be defective. The rug the customer referred to had no
manufacturing defects. The customer
choose a set that did not match the rug already in the home, she asked that it be
included in the return. As the rug was
not part of the set and was not defective in any way, we were not able to accommodate
that request.
The customer did go to the store and chose
a new set. There is a balance due which
must be paid before we can schedule the exchange. We have followed our policy for
service. We have already offered this customer
two courtesy reselections. We would not
be able to refund for the set in the home.
We would not be able to cover the difference for the set the customer has
chosen in their reselection.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison