Good Afternoon Revdex.com-
We had become aware of this concern...
through another outlet, we
had reached out to the customer directly to discuss our offer of
resolution. The customer is considering
our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com,
We
sincerely apologize to this customer. We
do believe waiting 6 months for a part is unacceptable. We have reached out to the customer already
and offered to exchange the damaged chair, that is scheduled for Wednesday
6.22.16. We encourage the customer to
advise if there are any other issues.
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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.
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact any of our stores for
reselection. Advice the store there is a
credit in the system, the store will schedule the new delivery at the same time
as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa. This one time replacement
does fulfill the [redacted] contract, if the customer wishes the new piece to
have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with the
representative from the Depot Meghan.
Meghan has advised Bob’s that this claim has been resolved as of
10.11.16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards, ...⇄ />
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon 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 [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
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 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
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. Thank you for the assistance in getting this matter resolved.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Ms [redacted]
I know what I said on the phone when finally with help from a salesman at the store I was able to talk with someone from customer care after over 3 weeks of trying ,not to mention the number of times I sought help at the store and where I was told every time to call the same phone number with no result.
I was also told that the reason I got no answer was that customer care was very busy.I hope you have a recording of that.
I never said anything about the quality .
I also know what I signed and what the contract is.
What I told your tech person was the following:
1) part of the frame of the sleeper is sharp and showed him the cut on my leg and this is more important than whether there was a little dent or not.
2)The recliners are too heavy for a person my age and with a back problem to move when I needed to vacuum or clean the carpet. It seems to me that you are suggesting that I should have lifted them at the store to check.
I asked at the showroom and was told they are not.Had I been informed that they were heavy I would have chosen different recliners.I had informed the salesman that I live alone and have no one to help so practicality is very important to me as far as furniture is.
3) Same goes for the marble tables.Your tech person tried lifting the table and admitted it was too heavy.
Keep in mind that Michael or whatever his name is talked with the office using my cell phone and was sitting across the table from me.
If he later changed his report ,that is a different story.Please don't claim that my complaint was regarding the hands or legs of the sleeper being short!!!! that is ridiculing me.
To make a long story short,let me ask you this.Are you offering me an open store credit or are you requiring that I go pick replacements right away????
[redacted]
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 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
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:
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 Afternoon Revdex.com-
We had become aware of this concern...
through another outlet, we
had reached out to the customer directly to discuss our offer of
resolution. The customer is considering
our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good
Afternoon...
Revdex.com,
We
sincerely apologize to this customer. We
do believe waiting 6 months for a part is unacceptable. We have reached out to the customer already
and offered to exchange the damaged chair, that is scheduled for Wednesday
6.22.16. We encourage the customer to
advise if there are any other issues.
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
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
Good Morning Revdex.com-
size="3">
We are very sorry that this sofa did not
live up to the customer’s expectations. In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this offer they are able to contact any of our stores for
reselection. Advice the store there is a
credit in the system, the store will schedule the new delivery at the same time
as the pickup, ensuring the customer will have a piece in the home. Please see attached copy for your records.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa. This one time replacement
does fulfill the [redacted] contract, if the customer wishes the new piece to
have the [redacted] insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards, ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us.
I see that this customer has already spoken with the
representative from the Depot Meghan.
Meghan has advised Bob’s that this claim has been resolved as of
10.11.16.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Morning...
Revdex.com-
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good Afternoon 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 [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
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 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
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. Thank you for the assistance in getting this matter resolved.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good Morning Ms [redacted]
I know what I said on the phone when finally with help from a salesman at the store I was able to talk with someone from customer care after over 3 weeks of trying ,not to mention the number of times I sought help at the store and where I was told every time to call the same phone number with no result.
I was also told that the reason I got no answer was that customer care was very busy.I hope you have a recording of that.
I never said anything about the quality .
I also know what I signed and what the contract is.
What I told your tech person was the following:
1) part of the frame of the sleeper is sharp and showed him the cut on my leg and this is more important than whether there was a little dent or not.
2)The recliners are too heavy for a person my age and with a back problem to move when I needed to vacuum or clean the carpet. It seems to me that you are suggesting that I should have lifted them at the store to check.
I asked at the showroom and was told they are not.Had I been informed that they were heavy I would have chosen different recliners.I had informed the salesman that I live alone and have no one to help so practicality is very important to me as far as furniture is.
3) Same goes for the marble tables.Your tech person tried lifting the table and admitted it was too heavy.
Keep in mind that Michael or whatever his name is talked with the office using my cell phone and was sitting across the table from me.
If he later changed his report ,that is a different story.Please don't claim that my complaint was regarding the hands or legs of the sleeper being short!!!! that is ridiculing me.
To make a long story short,let me ask you this.Are you offering me an open store credit or are you requiring that I go pick replacements right away????
[redacted]
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 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
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]
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.