Good Morning Revdex.com,
Our records indicate that [redacted]’s remaining merchandise was
picked up by us on 6.14.2014 and our system has fully updated to show a refund
credit available to [redacted]. I am truly very sorry for all the failures we caused
[redacted] and we have also sent a gift card to [redacted] in the hopes that we will be
able to earn her trust back in our business during a future purchase.
Please let [redacted] know that she may contact us in Customer
Care (###-###-####) or our retail location (###-###-#### *Press the number (1)
on your keypad after you hear Bob’s voice) to complete the processing of this
refund at her earliest suitability.
Revdex.com-
We
do absolutely apologize that this customer has gone through this with the new
recliner. We have canceled the part
order and set up an exchange. I checked
with the store and they would not have the new one available until 5/30/16. I
would like to offer this customer free delivery as compensation for how long
this has taken to rectify. This would
allow me to get it into the home much sooner.
If this customer would like to accept this offer they can reach me at
the phone number I left on their voicemail and they can reply back to this post
through the Revdex.com mediation service.
As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Mr. [redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you. I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs.. [redacted], you will...
contact her early next week to arrange what is hoped to the final delivery of the ottoman. Once completed Mrs. [redacted] will process the necessary paperwork to refund your delivery fee. Your business is appreciated. Please contact Mrs.. [redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused so much
frustration. We are very sorry that this
was not caught and corrected at the time the purchase was made. We do see at this time, the customer has accepted
the delivery of the sofa, the team was able to complete the delivery without
incident, during the Breakfast with Bobs timeframe. We are glad the customer decided to
reconsider the cancelation and give us the opportunity to make this right.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in 2009 from Bob's Discount Furniture in [redacted] with the "[redacted]." Under three years later, we noticed that the material started to "soften" and then eventually crack and peel. During that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defect. Throughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather". No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofa. I should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with it. What we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than 5 years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standards.
As a final act of reasoning, we went to the store to see if there was something they could do. Management seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a year. At the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage to. Reluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two days. One week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once again. Is this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phone. How can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departments. He argued with me about the type of damage, how it was from normal wear, despite its occurrence after only 2-3 years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furniture. Frustrated and angry, I handed the phone back to the "manager" and said we would never shop here again.
In conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny service. You lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them for. What you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and false guarantees. Your methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 2.22.16 and at the time of purchase, the customer purchased the option of
Goof Proof [redacted]. The [redacted]
flyer given out at time of purchase shows the damages that are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We sent our technician to the home on October 22, 2016. He determined that the damage to the drawers
was not manufacturing. He submitted
photos showing that the drawers had been overfilled, causing the drawers to
tear off the tracks. This is neither an
accident nor is it a manufacturing defect.
If the customer would like to
purchase new drawers and tracks we can assist with the purchase.
minor-latin;">Good Afternoon Revdex.com,
Please pass on our
sincerest apologies for the multiple failures that occurred to cause our
customer to become so disappointed in us. As of 07/01/2015 this account
reflects an interaction with one of our Customer Care Leads and the customer’s
requests have been met. At this time we consider this complaint closed and
apologize to the customer once again for any and all inconveniences that we
caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer
Care Liaison
Good Afternoon Revdex.com and [redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The merchandise that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bugs are from somewhere other than new furnishings. There have been no reports from the customer concerning
bed bugs. This customer did call into
the call center to report spiders on her merchandise. We have reports from 3/23/16 and
4/9/16. On both of those calls the
customer reported to us that they were experiencing an issue with spiders. On both of those calls we explained to the customer
that we take all necessary precautions to prevent insects. This merchandise was delivered in November,
at a time of year when bugs are looking for warm places to winter.
Whether this customer has
experienced spiders as originally reported or bed bugs as this complaint states,
the origin of the insects would be far more likely to be from being carried in
from the outside or a hitchhiker on a shoe or bag, then from brand new factory
fresh merchandise.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com-
We are so sorry for the error that...
caused the wrong
merchandise to be brought to the home.
The chest was the article that written on the order and has a lower
price point then the dresser. This left
the balance owed on the account. As I believe
this was Bob’s fault I have waived the difference. The store has already reached out to the
customer to schedule the dresser and tv chest.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Complaint: [redacted]
I am rejecting this response because:
Bobs Furniture is continuing to lie about the situation and this is unacceptable to me. This issue is clearly manufacture defect. I have moved the bed once, and like the technicians said it is not rocket science to unbolt and revolt 10 screws. He confirmed with me that the bed WAS in fact properly assembled. He also told me the part that is loosening is one that holds the post together, once which he agreed normal wear and tear would not affect this. I relied with that is something a customer doesn't tighter, doesn't have means to, and should not become loose. He also warned me saying that if you say you moved the bed bobs automatically tries to use that as an excuse, which is present here. He warned me about the run around and told me to call right up to speak with manager. In order to meet somewhere here I am not going to accept that the bed is not manufacture defect because it is not at all. And yes you comment that the bed is 2 years old, well a bed that is $900 and two years old should not have any problems. there is huge disconnect here with the technicians calling it like they see it and then bobs twisting their words and automatically calling every the customers fault.
Sincerely,
[redacted]
Good Afternoon [redacted],
face="Times New Roman" size="3">
I attempted to contact you on the
number you provided in your Revdex.com complaint three times this afternoon
(7.07.2015) and regretfully the line continues to indicate that the number is
not currently in service.
I am so sorry to learn of the disappointments
you have been continually experiencing with your product and I assure you that
taking care of our valued customers is our number one priority here at Bobs
Discount Furniture. As a company we stand behind the fact that a replacement
part accompanied by a professional installation is the best route for resolving
any product concern. I can certainly understand your frustration due to having
to wait for this part to arrive and in the fact that we didn’t appropriately communicate
any added delay in shipping time to you.
Should you feel an even exchange of
the merchandise would benefit you most at this point, instead of waiting any
longer for the part’s arrival, we are happy to provide that option as an
alternate route for resolution.
If you are able to maintain confidence
in the parts and service resolution we currently have in place we can offer to
provide you with a further form of our apology for the delay in service and disappointment
by way of a Bobs Discount Furniture Gift Card. This gift card offer will be
fully disclosed and processed after the service for installation has been
completed and you are fully satisfied with your product.
Please feel welcome to let me know how
you’d like to proceed in resolving your concern via the Revdex.com channel you have
opened or I am available to you directly by email at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered on May 25, 2016 and
we were made aware of damages. We
completed an exchange and service on July 28, 2016. We have not been made aware of any issue
following those actions.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly. Only [redacted] can approve any pickup, as it is their contract.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We at Bob’s are sincerely sorry for the...
loss you have
suffered. We can absolutely change the
return already in the system for the living room sectional reselection to
accommodate the refund request. We would
need the card holder from the original purchase to call the store, before the
scheduled pickup of 2.4.17 to have the credit card added to the return #[redacted] for the sectional. We have documented the approval for the refund
to ensure the process goes smoothly; we have no access to the original card
number as the system, for security, only shows the last four digits were [redacted]
ending in [redacted]. We are very sorry that
at this time of grieving, there are other issues that are taking up your time
and attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This company is a complete scam. They offer a [redacted] plus plan that ends up not covering anything at all. To get around that they say the issue I am having is a factory default. This means that they knowingly sell products with issues and do not notify the customer of this. I would never recommend this company to anyone.
Good Morning Revdex.com: Please see a copy of the email sent to
this consumer this morning (1.05.2014).
Please use this as ‘Our response’ to this complaint.
[redacted]From: [redacted] Sent: Monday, January 05, 2015 9:45 AMTo: '[redacted]'Cc: [redacted]Subject: RE: Revdex.com Complaint
Good
Morning [redacted],
My apologies
for the long response time here. I am just returning to my office from holiday
break and able to respond to your latest message.
Thank you
for sending the photos to me, regretfully the manufacturer of this particular
set (we are the retailer) is no longer offering parts as a replacement
option.
I have
listed an option for resolution below for your review. Please let me know if
you find this offer acceptable as it differs from the option listed in your
desired settlement presented to the Revdex.com.
Option
for resolution:
We will
provide you with 100% store credit based on the price you paid us for your
sofa/chaise (Credit = $799). We will also include store credit for the price
you paid us on [redacted] Protection for this merchandise (Credit =$99.99).
This store
credit will allow you to reselect a different set whose material makeup may fit
your needs and longevity expectations better.
Should you
wish that the chair and ottoman you posses be included in this offer we can
provide you with 80% store credit (based on the price you originally paid) on
these pieces (Credit =$438.40). Our records show no occurrences and/or
reoccurrences of possible manufacture defect present and these items have
remained in good condition and in your possession for nearly two and a half
years of use.
We will
also include store credit for the price you paid us on [redacted] Protection
for this merchandise (Credit =$50.00).
Once you
have visited a showroom to make your reselection we will expect to remove the
current merchandise you have in your possession (whatever you have decided to
take credit on) on the same date we deliver your new selection. As an
additional apology we will also cover the cost of any delivery fee associated
with your newly selected merchandise.
I look
forward to hearing back from you and apologize again that you have spent any of
your valuable time on solving your furniture concerns.
:Please
Note: I have forwarded the same message thru the Revdex.com Channel you opened.
Kind
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not want to accept BOb's response as it is not a satisfactory resolution.
I understand [redacted]'s position and never disputed when I purchased the unit, or when I first notified Bob's Discount Furnature of my issue. I understand what "bonded leather" is however this unit in question was plastic over cloth. I also was told I was buying leather. Not bonded leather but actual leather. My receipt supports my beliefs as it was issued by Bob's Discount Furnature. I have since replaced the "junk" I purchase from Bob's with a leather set from a reputable furnature retailer and no longer have the set in question in my possession as I threw it away. Attached you will find the photos I forwarded to Bob's Discount Furnature on 1-29-14, 1-31-14, and also 2-4-14. Again I was completely shrugged off. I thought I was very reasonable in my request for a replacement from their "Pit" and would have been happy with a sofa as opposed to a sectional. If you take a look at my previous purchases [redacted] yoh can see I have been what I think a good Bob's customer. I was very patient and fair. Bob's will never have my business and since I have purchased elsewhere I only hope that other potential customers make their purchases elsewhere. I will continue to tell friends, family, neighbors, coworkers, and colleagues about my poor dealings with Bob's Discount Furnature. Being a realtor in CT people often turn to me for recommendations and I will be sure to tell of my very poor dealing with Bob's every chance I get. I will accept a full refund only. Anything else I will take as Bob's Discount Furnature continuing to tell me and my sphere of influence that money and not good business practice is Bob's only motive.
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution for this concern.
Kindest 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. Thank you for the assistance in getting this matter resolved.
Sincerely,
[redacted]
LET ME JUST TELL U [redacted] THAT AFTER I FILED MY COMPLAINT WITH THE Revdex.com I CHECKED OUT THE REVIEWS FOR BOBS DISCOUNT FURNITURE AND MOST OF THE COMPLAINTS WERE ABOUT THE BED BUGS AND MITES INFESTED PRO DUCTS THAT WAS SOLD TO THEM BY BOBS DISCOUNT FURNITURE STORES. ITS WRONG WHAT U PEOPLE ARE DOING BECAUSE PEOPLE SPEND A LOT OF MONEY ON THESE FURNITURE. I AM A SINGLE PARENT ON A VERY TIGHT BUDGET, IT TOOK ME A LONG TIME TO SAVE TO BUY THOSE FURNITURE U PEOPLE ARE CRUEL AND HEARTLESS. WE WERE FINE BEFORE I BOUGHT THOSE FURNITURS NEVER HAD A ISSUE WITH BED BUGS,AND YOUR GOING TO TELL ME THAT ITS NOT YOUR FAULT? MY KIDS HAVE BUG BITE MARKS ALL OVER THEIR BODIES AND THEY CAN'T SLEEP AT NIGHT. YOU PEOPLE NEED TO GIVE ME MY MONEY BACK OR I'M TAKING THIS MATTER TO [redacted] AND LET EVERYONE KNOW THIS AND JUST TO LET YOU KNOW I AM DOCUMENTING EVERYTHING.
Complaint: [redacted]
I am rejecting this response because:
Good Morning Revdex.com,
Our records indicate that [redacted]’s remaining merchandise was
picked up by us on 6.14.2014 and our system has fully updated to show a refund
credit available to [redacted]. I am truly very sorry for all the failures we caused
[redacted] and we have also sent a gift card to [redacted] in the hopes that we will be
able to earn her trust back in our business during a future purchase.
Please let [redacted] know that she may contact us in Customer
Care (###-###-####) or our retail location (###-###-#### *Press the number (1)
on your keypad after you hear Bob’s voice) to complete the processing of this
refund at her earliest suitability.
Good
Morning...
Revdex.com-
We
do absolutely apologize that this customer has gone through this with the new
recliner. We have canceled the part
order and set up an exchange. I checked
with the store and they would not have the new one available until 5/30/16. I
would like to offer this customer free delivery as compensation for how long
this has taken to rectify. This would
allow me to get it into the home much sooner.
If this customer would like to accept this offer they can reach me at
the phone number I left on their voicemail and they can reply back to this post
through the Revdex.com mediation service.
As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Mr. [redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you. I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs.. [redacted], you will...
contact her early next week to arrange what is hoped to the final delivery of the ottoman. Once completed Mrs. [redacted] will process the necessary paperwork to refund your delivery fee. Your business is appreciated. Please contact Mrs.. [redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]
Good Afternoon Revdex.com-
We are very sorry for the error that...
caused so much
frustration. We are very sorry that this
was not caught and corrected at the time the purchase was made. We do see at this time, the customer has accepted
the delivery of the sofa, the team was able to complete the delivery without
incident, during the Breakfast with Bobs timeframe. We are glad the customer decided to
reconsider the cancelation and give us the opportunity to make this right.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
My husband and I had purchased a bonded-leather sofa, love seat, and rocking recliner in 2009 from Bob's Discount Furniture in [redacted] with the "[redacted]." Under three years later, we noticed that the material started to "soften" and then eventually crack and peel. During that time, we've tried to have this issue resolved through [redacted] who declined service claiming that it wasn't a manufacturer defect. Throughout the year, we have repeatedly tried to enforce this "guarantee" that your company owed us, your various departments' opinions on the damage are irrelevant when the core problem lied in the quality of the "leather". No leather would do that, and this is not something anyone would consider when purchasing what they were led to believe was a real bonded leather sofa. I should also point out that we have had a mechanical issue with the recliner that, while someone from your company did come over to fix twice, failed to do so, so we have just have to live with it. What we refuse to tolerate, however, is the steady tear and flaking of the faux leather of furniture that is less than 5 years old! This could have been an easy fix for you when we first brought it to your attention, but now it's an eyesore in our living room, a danger to our infant, and a representation to our guests of Bob's Furniture's quality and standards.
As a final act of reasoning, we went to the store to see if there was something they could do. Management seemed completely unprepared to do or say anything, and simply wound up calling the various departments we have been fighting with for a year. At the end of the visit, the buck was passed once more as we were given an email address to send the pictures of damage to. Reluctantly, we agreed to try it Bob's way once again, but at least we were guaranteed that a response would come within two days. One week later, after receiving no response, we returned to the store once more, where management was completely incapable of doing anything except calling the other departments once again. Is this how you resolve customer issues? Your management seems to only exist to watch the salespeople and do nothing more than push numbers on a phone. How can they be considered an authority if they have absolutely no power or training to do anything that represents your company as a competent, trustworthy retailer? At any rate, our final experience at your store was being handed the phone to talk to a supervisor at one of your other departments. He argued with me about the type of damage, how it was from normal wear, despite its occurrence after only 2-3 years of purchase, and would not do anything as for as repairing, replacing, or reupholstering the furniture. Frustrated and angry, I handed the phone back to the "manager" and said we would never shop here again.
In conclusion, we've come too late to realize that Bob's is nothing more than a retailer of shoddy furniture that backs it's inferior products with guarantees that it cleverly dodges by reserving the right to evaluate the type of damage and deny service. You lure unwitting people in with advertisements comparing items with the leading brands and showing how much cheaper Bob's sells them for. What you fail to mention is that those prices are the result of cutting corners when it comes to quality, material, and false guarantees. Your methods of dealing with service issues appear to rely on the customer having to plead with several departments who keep shifting the work to each other in an attempt to waste enough time.
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on 2.22.16 and at the time of purchase, the customer purchased the option of
Goof Proof [redacted]. The [redacted]
flyer given out at time of purchase shows the damages that are covered.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, [redacted]. [redacted] covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise.
We sent our technician to the home on October 22, 2016. He determined that the damage to the drawers
was not manufacturing. He submitted
photos showing that the drawers had been overfilled, causing the drawers to
tear off the tracks. This is neither an
accident nor is it a manufacturing defect.
If the customer would like to
purchase new drawers and tracks we can assist with the purchase.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
minor-latin;">Good Afternoon Revdex.com,
Please pass on our
sincerest apologies for the multiple failures that occurred to cause our
customer to become so disappointed in us. As of 07/01/2015 this account
reflects an interaction with one of our Customer Care Leads and the customer’s
requests have been met. At this time we consider this complaint closed and
apologize to the customer once again for any and all inconveniences that we
caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer
Care Liaison
Good Afternoon Revdex.com and [redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The merchandise that you
purchased was a new product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bugs are from somewhere other than new furnishings. There have been no reports from the customer concerning
bed bugs. This customer did call into
the call center to report spiders on her merchandise. We have reports from 3/23/16 and
4/9/16. On both of those calls the
customer reported to us that they were experiencing an issue with spiders. On both of those calls we explained to the customer
that we take all necessary precautions to prevent insects. This merchandise was delivered in November,
at a time of year when bugs are looking for warm places to winter.
Whether this customer has
experienced spiders as originally reported or bed bugs as this complaint states,
the origin of the insects would be far more likely to be from being carried in
from the outside or a hitchhiker on a shoe or bag, then from brand new factory
fresh merchandise.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison
Good Afternoon Revdex.com-
We are so sorry for the error that...
caused the wrong
merchandise to be brought to the home.
The chest was the article that written on the order and has a lower
price point then the dresser. This left
the balance owed on the account. As I believe
this was Bob’s fault I have waived the difference. The store has already reached out to the
customer to schedule the dresser and tv chest.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
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]
Complaint: [redacted]
I am rejecting this response because:
Bobs Furniture is continuing to lie about the situation and this is unacceptable to me. This issue is clearly manufacture defect. I have moved the bed once, and like the technicians said it is not rocket science to unbolt and revolt 10 screws. He confirmed with me that the bed WAS in fact properly assembled. He also told me the part that is loosening is one that holds the post together, once which he agreed normal wear and tear would not affect this. I relied with that is something a customer doesn't tighter, doesn't have means to, and should not become loose. He also warned me saying that if you say you moved the bed bobs automatically tries to use that as an excuse, which is present here. He warned me about the run around and told me to call right up to speak with manager. In order to meet somewhere here I am not going to accept that the bed is not manufacture defect because it is not at all. And yes you comment that the bed is 2 years old, well a bed that is $900 and two years old should not have any problems. there is huge disconnect here with the technicians calling it like they see it and then bobs twisting their words and automatically calling every the customers fault.
Sincerely,
[redacted]
Good Afternoon [redacted],
face="Times New Roman" size="3">
I attempted to contact you on the
number you provided in your Revdex.com complaint three times this afternoon
(7.07.2015) and regretfully the line continues to indicate that the number is
not currently in service.
I am so sorry to learn of the disappointments
you have been continually experiencing with your product and I assure you that
taking care of our valued customers is our number one priority here at Bobs
Discount Furniture. As a company we stand behind the fact that a replacement
part accompanied by a professional installation is the best route for resolving
any product concern. I can certainly understand your frustration due to having
to wait for this part to arrive and in the fact that we didn’t appropriately communicate
any added delay in shipping time to you.
Should you feel an even exchange of
the merchandise would benefit you most at this point, instead of waiting any
longer for the part’s arrival, we are happy to provide that option as an
alternate route for resolution.
If you are able to maintain confidence
in the parts and service resolution we currently have in place we can offer to
provide you with a further form of our apology for the delay in service and disappointment
by way of a Bobs Discount Furniture Gift Card. This gift card offer will be
fully disclosed and processed after the service for installation has been
completed and you are fully satisfied with your product.
Please feel welcome to let me know how
you’d like to proceed in resolving your concern via the Revdex.com channel you have
opened or I am available to you directly by email at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care 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.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered on May 25, 2016 and
we were made aware of damages. We
completed an exchange and service on July 28, 2016. We have not been made aware of any issue
following those actions.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly. Only [redacted] can approve any pickup, as it is their contract.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Afternoon Revdex.com-
We at Bob’s are sincerely sorry for the...
loss you have
suffered. We can absolutely change the
return already in the system for the living room sectional reselection to
accommodate the refund request. We would
need the card holder from the original purchase to call the store, before the
scheduled pickup of 2.4.17 to have the credit card added to the return #[redacted] for the sectional. We have documented the approval for the refund
to ensure the process goes smoothly; we have no access to the original card
number as the system, for security, only shows the last four digits were [redacted]
ending in [redacted]. We are very sorry that
at this time of grieving, there are other issues that are taking up your time
and attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
This company is a complete scam. They offer a [redacted] plus plan that ends up not covering anything at all. To get around that they say the issue I am having is a factory default. This means that they knowingly sell products with issues and do not notify the customer of this. I would never recommend this company to anyone.
Good Morning Revdex.com: Please see a copy of the email sent to
this consumer this morning (1.05.2014).
Please use this as ‘Our response’ to this complaint.
[redacted]From: [redacted] Sent: Monday, January 05, 2015 9:45 AMTo: '[redacted]'Cc: [redacted]Subject: RE: Revdex.com Complaint
Good
Morning [redacted],
My apologies
for the long response time here. I am just returning to my office from holiday
break and able to respond to your latest message.
Thank you
for sending the photos to me, regretfully the manufacturer of this particular
set (we are the retailer) is no longer offering parts as a replacement
option.
I have
listed an option for resolution below for your review. Please let me know if
you find this offer acceptable as it differs from the option listed in your
desired settlement presented to the Revdex.com.
Option
for resolution:
We will
provide you with 100% store credit based on the price you paid us for your
sofa/chaise (Credit = $799). We will also include store credit for the price
you paid us on [redacted] Protection for this merchandise (Credit =$99.99).
This store
credit will allow you to reselect a different set whose material makeup may fit
your needs and longevity expectations better.
Should you
wish that the chair and ottoman you posses be included in this offer we can
provide you with 80% store credit (based on the price you originally paid) on
these pieces (Credit =$438.40). Our records show no occurrences and/or
reoccurrences of possible manufacture defect present and these items have
remained in good condition and in your possession for nearly two and a half
years of use.
We will
also include store credit for the price you paid us on [redacted] Protection
for this merchandise (Credit =$50.00).
Once you
have visited a showroom to make your reselection we will expect to remove the
current merchandise you have in your possession (whatever you have decided to
take credit on) on the same date we deliver your new selection. As an
additional apology we will also cover the cost of any delivery fee associated
with your newly selected merchandise.
I look
forward to hearing back from you and apologize again that you have spent any of
your valuable time on solving your furniture concerns.
:Please
Note: I have forwarded the same message thru the Revdex.com Channel you opened.
Kind
Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: [redacted]
I am rejecting this response because:
I do not want to accept BOb's response as it is not a satisfactory resolution.
I understand [redacted]'s position and never disputed when I purchased the unit, or when I first notified Bob's Discount Furnature of my issue. I understand what "bonded leather" is however this unit in question was plastic over cloth. I also was told I was buying leather. Not bonded leather but actual leather. My receipt supports my beliefs as it was issued by Bob's Discount Furnature. I have since replaced the "junk" I purchase from Bob's with a leather set from a reputable furnature retailer and no longer have the set in question in my possession as I threw it away. Attached you will find the photos I forwarded to Bob's Discount Furnature on 1-29-14, 1-31-14, and also 2-4-14. Again I was completely shrugged off. I thought I was very reasonable in my request for a replacement from their "Pit" and would have been happy with a sofa as opposed to a sectional. If you take a look at my previous purchases [redacted] yoh can see I have been what I think a good Bob's customer. I was very patient and fair. Bob's will never have my business and since I have purchased elsewhere I only hope that other potential customers make their purchases elsewhere. I will continue to tell friends, family, neighbors, coworkers, and colleagues about my poor dealings with Bob's Discount Furnature. Being a realtor in CT people often turn to me for recommendations and I will be sure to tell of my very poor dealing with Bob's every chance I get. I will accept a full refund only. Anything else I will take as Bob's Discount Furnature continuing to tell me and my sphere of influence that money and not good business practice is Bob's only motive.
Sincerely,
[redacted]
Good Afternoon Revdex.com,
face="Calibri">Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution for this concern.
Kindest 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. Thank you for the assistance in getting this matter resolved.
Sincerely,
[redacted]
LET ME JUST TELL U [redacted] THAT AFTER I FILED MY COMPLAINT WITH THE Revdex.com I CHECKED OUT THE REVIEWS FOR BOBS DISCOUNT FURNITURE AND MOST OF THE COMPLAINTS WERE ABOUT THE BED BUGS AND MITES INFESTED PRO DUCTS THAT WAS SOLD TO THEM BY BOBS DISCOUNT FURNITURE STORES. ITS WRONG WHAT U PEOPLE ARE DOING BECAUSE PEOPLE SPEND A LOT OF MONEY ON THESE FURNITURE. I AM A SINGLE PARENT ON A VERY TIGHT BUDGET, IT TOOK ME A LONG TIME TO SAVE TO BUY THOSE FURNITURE U PEOPLE ARE CRUEL AND HEARTLESS. WE WERE FINE BEFORE I BOUGHT THOSE FURNITURS NEVER HAD A ISSUE WITH BED BUGS,AND YOUR GOING TO TELL ME THAT ITS NOT YOUR FAULT? MY KIDS HAVE BUG BITE MARKS ALL OVER THEIR BODIES AND THEY CAN'T SLEEP AT NIGHT. YOU PEOPLE NEED TO GIVE ME MY MONEY BACK OR I'M TAKING THIS MATTER TO [redacted] AND LET EVERYONE KNOW THIS AND JUST TO LET YOU KNOW I AM DOCUMENTING EVERYTHING.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]