Good Afternoon ***,
white; line-height: 15pt;">We sincerely apologize for any
miscommunication that occurred during the time of sale to cause us to write up
one king mattress instead of the two you allege to have confirmed with your
salespersonBobs Discount Furniture does not support or practice deceptive
sales techniques like the one you have listed hereI assure you that from the
start you have been receiving the exact merchandise you were charged forWhile
we remain regretful that the purchase of two mattresses differs in cost from
the purchase of one mattress we have worked above and beyond our
procedures to provide you with a genuine form of our apology
As a business our main focus is to get
you the product you purchased in good condition and any additional form of
compensation after the original agreement has been fulfilled is at our business’s
internal discretion
Normally we offer any type of additional
apology in the form of a Bobs Discount Furniture Gift Card because as a retailer
we understand the importance of earning our customer’s trust back and proving
to our customer that sales failures are not part of the daily operations
that have helped us grow to be one of the largest furniture retailer in the
U.SWe also wish to provide our customers with a tangible item as a further
form of apology rather than just committing to the act of pacifying someone
with a monetary amount
Our retail location took direct ownership
for the mistake that occurred and provided you with a $refund to your
original method of payment as compensation for our sales errorAt this time we
stand behind this offer of apology as adequate however due to the frustrations you
are expressing, we will make an additional offer of apology to you in the form
of a Bobs Discount Furniture Gift Card for $Should you wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
I
am so sorry that you are experiencing disappointment with your pub table
purchased from Bobs Discount FurnitureI understand how frustrating it is to
be passed back and forth between companies when seeking a resolution and I assure
you that our first priority is resolving our customer’s concerns effectively
Our
records and the records I received after speaking with *** indicate that
the damage to your table top is multiple ring marks caused from beverages being
left on the table top unattendedWhile the Goof Proof protection is designed
to offer you coverage against most in home accidents, accumulated damage such
as multiple ring marks from various occurrences is not considered a coverable
damage under this planGoof Proof is able to cover customers when damage is
reported to them as a result of a one-time incidentIt is a protection plan
that is very similar to automobile insurance for the fact that you are permitted
to report a single accident verses a claim with multiple instances of accrued
damageFurthermore our records reflect that you are expecting a service
technician to your residence to inspect a mattress concern you have on
I have requested that out service technician also inspect your
marble table top for any defects as you have stated in this complaint “After a few months the granite started to
show white spots that would not come off”As the information we are receiving
from your claim to *** differs from the information you have stated here
we can attempt move forward after we have photos and a report from our
technician
Our Service
Technician will contact our Customer Care Department prior to leaving your home
on and at that time we will speak with you in regards to a possible
option for resolution, if there are multiple ring marks on your marble table
top, accumulated customer caused damages, or no factory defect, I truly
apologize but we will have no further recourse to offer you relating to this
concernWhile Marble is a very beautiful material it is also an extremely
sensitive product and I don’t want to provide you with hope that we can
rectify this concern for you by having our factory trained technician provide
you this inspectionBased on your description of the damage and my many years
in the furniture business I believe you may be experiencing the affects of blemishes
and discoloration caused by colored material penetrating the marbleTea,
coffee, tobacco, ink and soft drinks, color from paper or textiles can all
stain marbleOily materials such as milk, salad dressing, meat, hand cream,
etc., can also cause severe staining
I apologize
again that you are displeased with the care you have received thus far and
await your upcoming serviceIf you do not want to wait for a response
regarding this issue on please feel free to email me pictures of your
table directly at ***
and I can review these photos with our Service Technician Managers and respond
to you
Thank You,
*** ** ***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: No one caused this stain in my homeAnd yes it's, only been month since I had this set*** *** *** *** *** *** states in writing, "Report your service request within days of each occurrence'It also says "Plus covers you for years against factory defects that can sometimes occur in materials or workmanshipCombined with the accidental coverage, you'll have total peace of mind! The PlUS is US!"
The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did IAll I saw was how beautiful the set wasFrankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look forI could have lied but I cannot bring myself to do such a thingWhen I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence)This stain feels like the marble had not been sanded downIf it had been sanded I probably never would have noticed it at all. After reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was thereBut then she said if there is more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either)I am attaching pictures I decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviewsThis has taught me a great dealLesson learned
Sincerely,
*** ***
Good Morning Revdex.com,
Regretfully I cannot see the “attachment” that ***
states she has enclosedI can verify that her account shows an update as of
yesterday (9.11.2014) with a reselection credit for her living room set
This update carries a much higher value to our customer and
much higher cost to our company than the original offer I providedAt this
point in time ***’s concern should be closed as resolved
*** * ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
a) The business was unable to deliver the complete set that I purchased, but refused to accept a return of the parts of the set that were already delivered, despite the fact that they were unused
b) Had I known I could not get the complete set, I would never have ordered just parts of a set
c) After the response from the business, I determined that I had no choice but to keep the parts of the set that were already deliveredWhen I tried to assemble them, I noticed that there were parts missing: specifically, brackets for attaching a mirror to a dresser
d) I attempted to contact the local store and asked if I could just pick up a pair of brackets
e) The phone tree was not functioning and when I hit the appropriate option it would just replay the original messageI eventually had to hit a random option just to talk to someone
f) The store employee who answered my call informed me that they could not give me the missing brackets without being ordered to do so by their central officeShe then transferred me to the central office without asking me if that was okay or waiting to see if I had any other questions
g) The representative at the central office then told me that the store only had "display" items, and I would have to wait weeks or months to have the missing parts specially deliveredI then asked if they can't just give me the brackets from one of the display sets
h) She informed me that the central office has no authority over the store and could not tell them to do so, but she would 'ask the manager if he would be willing to do so'This is after the store employee told me that the store had no authority to give me the brackets without permission from the central office
i) I left my phone number with the employee from the central office, who said she would call me back immediately after speaking with the store manager
j) I have still not received a call back
Once again, this business is unable to either deliver on the merchandise I've already paid for, or agree to refund me the moneyThey have also once again demonstrated that their employees continue to give customers inaccurate information and fail to deliver reasonable service
Sincerely,
*** ***
Good Afternoon Revdex.com,
We stand behind our technician’s determination of cause and the
validity of his report regarding this mattress concernBobs Discount Furniture
handled this mattress within our warehouse until the time the customer picked
it up in December of At the time of pickup the customer or their
representative, signed for this mattress as satisfied with its conditionAs
the service address differs from that provided to us on the original sales
order this sheds light on the perception that this mattress could have been
handled for a move more than once (by the customer) since the initial transit
they took responsibility for when leaving the pick up locationBased on the
reporting time of damage and the pick up slip being signed as satisfied by the
customer it is very unlikely that Bobs damaged this mattress in handling
Regretfully we are unable to provide a replacement under the
warranty as no defect is present and the manufacturer of this product
requires a defect to be present in order for the warranty to be honoredAs a
retailer we are doing our best to reach out to our customer with a
consideration. As a final
courtesy offer we can upgrade our original Bobs Discount Furniture Gift card
offer to 75% of the original cost paid towards the mattress
I have listed the outline below for their reviewPlease instruct
the customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress atOriginal
Invoice shows mattress price as $227.5175%
of $= $170.63Bobs
Discount Furniture Gift Card for $(if accepted) can be mailed to:*** *** * ** *** *** *** * *** ** ***
We do hope our customer can understand our position as a
business and see the value in our offer of consideration
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
The reason why we are
still trying to resolve this issue for over a year is because from day one, we
have been getting the run around from Bob's Furniture storeYour technician
did convey to us that there was a defect but he was not the one who will make
the final decisionNow after several attempts on our part to try and get a resolution
within the warranty period you are telling us that he did not find any defect.
Please answer this
question, if he did not find any defect to begin, why after a month had gone by
when we did not get a call back as expected, and when we finally called your
customer service department, we were told that the defect was due to ware and
tear. Because of this nothing was going to be done! This response was well
within the warranty period, but of course we did not purchase the extended warranty
If we had purchased this warranty would an expert technician come to our home
during the warranty period?
We tried more than once
to get this resolve within the warranty period to no avail, and basically it’s
the same story your store is trying to absorb themselves of any ill-well towards
us as a customerSo we did not purchase the warranty was that a reason to neglect
our request to have a quality person come to our home and look at the defective
sofa set we had purchase. You store just reject our complaint stating wear
and tear, and is it the fact that we did not purchased the extend warranty, so
we are being punished for not spending more money in your store!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com-
We absolutely agree that waiting that
long would be
unacceptable. We have shipped the part
already via US Mail. We have written up
the installation service. As soon as the
customer receives the part they can call in to schedule. The service number is ***. We are very sorry that the port has stopped working;
we expect the customer should receive it mid week as it has been shipped from
***.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
This
customer’s request for resolution has been adequately satisfied and our records
reflect that a new living room set is scheduled to be delivered to this
customer on Please pass on my apologies to this customer for her
frustration, embarrassment at her home show, and also for our service technician
coming later than the estimated time frame she was providedAs we are a company
built on honesty I feel that it important to educate this customer that the
time frame windows we provide are estimates and never a guaranteeThere are
many events that can occur on the road or inside other customer’s homes that
are beyond our control and it is always recommended that our customer’s pick a
day where they have full flexibilityPlease note our disclaimer of ‘All day
delivery service’ is distinguished on our customer’s sales invoice to ensure
our valuable customer’s prepare appropriately for their appointments
I am glad
that we were able to take responsibility and ultimately make this customer’s
concern right
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com-
0in 0pt;">We do understand the customer’s frustration. We have a set policy we follow, all
manufacturing defects must be documented with either a technician report or
photos the customer submitted. On April
5, we sent this customer an email on how to submit photos of the issues
with the table. I do not see that those
photos have been submitted. We would not
be able to offer any sort of recourse without either a technician report or
photos clearly showing that there is a manufacturing defect. We will accept those photos attached to this
complaint or the customer can submit through Bob’s regular channels
The customer needs to call into customer care to schedule the service for
the technician to install the cores that were received. As these parts do not come through customer
care, we would not be aware that parts were received unless the customer called
to advise. In an effort to make this as
easy as possible for the customer, I have already created the installation
If this customer would like the technician to inspect the table while in
the home, please advise when you call into customer care to schedule, the agent
will add to the existing service to ensure the tech is given adequate time to
complete both services
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 “Pit” 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 excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
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 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
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, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be from a single accident and 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.
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works. It will only cover a single
accident at a time. Telling them the dog
had accidents in several places would not be a single accident.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer today (5.07.02014) by
the phone number provided in this claimI have left a message on the machine
with my direct phone number asking the customer to call me back directly so I can
try my best to help satisfy this concern
Please pass on my apologies to this customer as well as my
email address: ***
I am unable to locate the pictures that were taken by our technician in
January of and I will be asking this customer to provide me with current
photos of his concerns so I may proceed deeper into being able to offer a resolution
to these concerns
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer is
having an issue with
this bed. The first technician that was
at the home September 21, did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer was
reporting was because the bed is on a non-carpeted surface. The technician advised the customer install
rubber feet, a carpet runner or carpet pad.
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto. The
support legs only are activated when someone uses the bed. They then touch the floor and need a surface
that they can grip. We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
It is not a solution to my problem I do not care to have store credit to buy their inferior products and do I strap the loveseat and sofa to the top of a honda accord?? The cost of returning the furniture on my dollar is not an exceptional solution
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods.
I do not agree with your statement that it was delivered brand new from the manufacturerWhen the mattress was deliveredit was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frameIt was NOT sealed in a plastic bag as was the mattress when it was brought into my home.
Enclosed please see the attached report from the exterminator which cost me $My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply These were Carpet beetles that were infested inside of the wood of the foundationI still have to have the Carpet steamed and wait additional days to have a followup call
This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on I am sure you understand that this was a very huge inconvenience I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon I am sure that if it was you dealing with this issue you would not make payments on a mattress that you DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your sectional
I assure you that Bobs Discount Furniture cares very much to satisfy our
customers concerns and we stand behind the quality of our productsThe two
technician’s that visited your home from Bobs Discount Furniture reported that
the tearing on your sectional and the lumping of the material are related to
the sectional being battered during the use it receives within its current
environmentWe are willing to make an extreme exception as a courtesy to you
in this case and provide two options for resolution, should any replacement
item provided to you experience damages caused by the environment Bobs Discount
Furniture will not offer to take responsible or ownership for such damages
Bobs Discount Furniture warranties your merchandise against manufacturing
defects as deemed by our factory trained techniciansThe *** *** Plan, as
it name denotes, is for protection against many one time accidental occurrences
of damage and is managed thru a third party company called *** *** ***
At this time we can offer you two options for resolution, I have
listed these below for your review:
Option #1:
One time even exchange of the *** sectionalWe will take
away the current model you have and deliver a factory fresh model on the same
date
-Or-
Option #2:
One time store credit to reselect to a different set (the credit
will be based off the original price you paid for the sectional)If you select
this option we will also include a store credit for the storage ottoman you
purchased to match as a one time courtesyWe will take away the current model
you have and deliver a factory fresh model of your new selection on the same
date
Please let us know how you would like to proceed from this
point
Sincerely,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
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 am very sorry that the missing hardware has
caused issues with plans you had set up.
I see that this customer has already spoken with my colleague and it appears
the customer has been offered and accepted a return for refund, as this
delivery was not completed. Per the
notes, the customer needs to call back in with the original method of payment,
and schedule the pick up.
It does appear that we have sent the hardware, set up
the table and the missing chair is scheduled for delivery on 10.4.16.
If the customer is happy with the set in the home, we
can cancel off the pickup for refund paperwork and offer compensation for the
delay in having the delivery successfully completed. We do offer Bob’s Gift Cards as compensation
as a way to make it right for the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
This company continues to disappoint There is no disputing the follow up calls that are noted in their response however despite their follow up I am still without a desk I have repeatedly advised that I need this desk for a work from home assignment that began last Monday In my opinion, refunding shipping hardly addresses the issues with my dealings I'm not sure why there's confusion over my comments of requesting a refund? If it's considered unreasonable, I'd say it's about as unreasonable as waiting months for my order to be completed There's been misrepresentations made by this company throughout this experience, as early as this past Saturday when they notified me of the damaged desk I specifically requested the replacement hutch be delivered this Wednesday with the replacement desk The customer service rep assured me that was noted and confirmed with the delivery team yet Bob's delivery team still showed that dayLuckily we had not left for the day and were home to accept the delivery Nonetheless, I have no choice but to accept the desk tomorrow because I need it for a home inspection by my employer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
The store says that they have not been given an opportunity to handle the concern directly- this is not trueI have called the store directly before AND after contacting ***Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warrantyThey gave me ***'s phone noand directed me to call *** directlyAdditionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchaseBob's should not be selling these accidental protection plans for five years if they are not able to stick to their word
This was an accident and should be covered by the accidental protection planThe only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damagesPlease resolve this issue by sincerely helping us out and refunding/ replacing our furnitureMany thanks,
Sincerely,
*** Desai
Good Afternoon *** ***
Our records indicate that we have successfully addressed and resolved your merchandise concernsAs a result of your experience with our sales staff, delivery and merchandise issues, we have refunded your $59.99 delivery charge and issued you a $gift card
It is our hope that you are now able to fully enjoy your new furnitureYour business is appreciated and we apologize for the inconvenience we caused
Sincerely
*** ***
Good Afternoon ***,
white; line-height: 15pt;">We sincerely apologize for any
miscommunication that occurred during the time of sale to cause us to write up
one king mattress instead of the two you allege to have confirmed with your
salespersonBobs Discount Furniture does not support or practice deceptive
sales techniques like the one you have listed hereI assure you that from the
start you have been receiving the exact merchandise you were charged forWhile
we remain regretful that the purchase of two mattresses differs in cost from
the purchase of one mattress we have worked above and beyond our
procedures to provide you with a genuine form of our apology
As a business our main focus is to get
you the product you purchased in good condition and any additional form of
compensation after the original agreement has been fulfilled is at our business’s
internal discretion
Normally we offer any type of additional
apology in the form of a Bobs Discount Furniture Gift Card because as a retailer
we understand the importance of earning our customer’s trust back and proving
to our customer that sales failures are not part of the daily operations
that have helped us grow to be one of the largest furniture retailer in the
U.SWe also wish to provide our customers with a tangible item as a further
form of apology rather than just committing to the act of pacifying someone
with a monetary amount
Our retail location took direct ownership
for the mistake that occurred and provided you with a $refund to your
original method of payment as compensation for our sales errorAt this time we
stand behind this offer of apology as adequate however due to the frustrations you
are expressing, we will make an additional offer of apology to you in the form
of a Bobs Discount Furniture Gift Card for $Should you wish not to
provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology with
use of this gift card
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison
Good
Afternoon ***,
I
am so sorry that you are experiencing disappointment with your pub table
purchased from Bobs Discount FurnitureI understand how frustrating it is to
be passed back and forth between companies when seeking a resolution and I assure
you that our first priority is resolving our customer’s concerns effectively
Our
records and the records I received after speaking with *** indicate that
the damage to your table top is multiple ring marks caused from beverages being
left on the table top unattendedWhile the Goof Proof protection is designed
to offer you coverage against most in home accidents, accumulated damage such
as multiple ring marks from various occurrences is not considered a coverable
damage under this planGoof Proof is able to cover customers when damage is
reported to them as a result of a one-time incidentIt is a protection plan
that is very similar to automobile insurance for the fact that you are permitted
to report a single accident verses a claim with multiple instances of accrued
damageFurthermore our records reflect that you are expecting a service
technician to your residence to inspect a mattress concern you have on
I have requested that out service technician also inspect your
marble table top for any defects as you have stated in this complaint “After a few months the granite started to
show white spots that would not come off”As the information we are receiving
from your claim to *** differs from the information you have stated here
we can attempt move forward after we have photos and a report from our
technician
Our Service
Technician will contact our Customer Care Department prior to leaving your home
on and at that time we will speak with you in regards to a possible
option for resolution, if there are multiple ring marks on your marble table
top, accumulated customer caused damages, or no factory defect, I truly
apologize but we will have no further recourse to offer you relating to this
concernWhile Marble is a very beautiful material it is also an extremely
sensitive product and I don’t want to provide you with hope that we can
rectify this concern for you by having our factory trained technician provide
you this inspectionBased on your description of the damage and my many years
in the furniture business I believe you may be experiencing the affects of blemishes
and discoloration caused by colored material penetrating the marbleTea,
coffee, tobacco, ink and soft drinks, color from paper or textiles can all
stain marbleOily materials such as milk, salad dressing, meat, hand cream,
etc., can also cause severe staining
I apologize
again that you are displeased with the care you have received thus far and
await your upcoming serviceIf you do not want to wait for a response
regarding this issue on please feel free to email me pictures of your
table directly at ***
and I can review these photos with our Service Technician Managers and respond
to you
Thank You,
*** ** ***
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Complaint: ***
I am rejecting this response because: No one caused this stain in my homeAnd yes it's, only been month since I had this set*** *** *** *** *** *** states in writing, "Report your service request within days of each occurrence'It also says "Plus covers you for years against factory defects that can sometimes occur in materials or workmanshipCombined with the accidental coverage, you'll have total peace of mind! The PlUS is US!"
The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did IAll I saw was how beautiful the set wasFrankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look forI could have lied but I cannot bring myself to do such a thingWhen I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence)This stain feels like the marble had not been sanded downIf it had been sanded I probably never would have noticed it at all. After reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was thereBut then she said if there is more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either)I am attaching pictures I decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviewsThis has taught me a great dealLesson learned
Sincerely,
*** ***
Good Morning Revdex.com,
Regretfully I cannot see the “attachment” that ***
states she has enclosedI can verify that her account shows an update as of
yesterday (9.11.2014) with a reselection credit for her living room set
This update carries a much higher value to our customer and
much higher cost to our company than the original offer I providedAt this
point in time ***’s concern should be closed as resolved
*** * ***
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
a) The business was unable to deliver the complete set that I purchased, but refused to accept a return of the parts of the set that were already delivered, despite the fact that they were unused
b) Had I known I could not get the complete set, I would never have ordered just parts of a set
c) After the response from the business, I determined that I had no choice but to keep the parts of the set that were already deliveredWhen I tried to assemble them, I noticed that there were parts missing: specifically, brackets for attaching a mirror to a dresser
d) I attempted to contact the local store and asked if I could just pick up a pair of brackets
e) The phone tree was not functioning and when I hit the appropriate option it would just replay the original messageI eventually had to hit a random option just to talk to someone
f) The store employee who answered my call informed me that they could not give me the missing brackets without being ordered to do so by their central officeShe then transferred me to the central office without asking me if that was okay or waiting to see if I had any other questions
g) The representative at the central office then told me that the store only had "display" items, and I would have to wait weeks or months to have the missing parts specially deliveredI then asked if they can't just give me the brackets from one of the display sets
h) She informed me that the central office has no authority over the store and could not tell them to do so, but she would 'ask the manager if he would be willing to do so'This is after the store employee told me that the store had no authority to give me the brackets without permission from the central office
i) I left my phone number with the employee from the central office, who said she would call me back immediately after speaking with the store manager
j) I have still not received a call back
Once again, this business is unable to either deliver on the merchandise I've already paid for, or agree to refund me the moneyThey have also once again demonstrated that their employees continue to give customers inaccurate information and fail to deliver reasonable service
Sincerely,
*** ***
Good Afternoon Revdex.com,
We stand behind our technician’s determination of cause and the
validity of his report regarding this mattress concernBobs Discount Furniture
handled this mattress within our warehouse until the time the customer picked
it up in December of At the time of pickup the customer or their
representative, signed for this mattress as satisfied with its conditionAs
the service address differs from that provided to us on the original sales
order this sheds light on the perception that this mattress could have been
handled for a move more than once (by the customer) since the initial transit
they took responsibility for when leaving the pick up locationBased on the
reporting time of damage and the pick up slip being signed as satisfied by the
customer it is very unlikely that Bobs damaged this mattress in handling
Regretfully we are unable to provide a replacement under the
warranty as no defect is present and the manufacturer of this product
requires a defect to be present in order for the warranty to be honoredAs a
retailer we are doing our best to reach out to our customer with a
consideration. As a final
courtesy offer we can upgrade our original Bobs Discount Furniture Gift card
offer to 75% of the original cost paid towards the mattress
I have listed the outline below for their reviewPlease instruct
the customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress atOriginal
Invoice shows mattress price as $227.5175%
of $= $170.63Bobs
Discount Furniture Gift Card for $(if accepted) can be mailed to:*** *** * ** *** *** *** * *** ** ***
We do hope our customer can understand our position as a
business and see the value in our offer of consideration
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison
The reason why we are
still trying to resolve this issue for over a year is because from day one, we
have been getting the run around from Bob's Furniture storeYour technician
did convey to us that there was a defect but he was not the one who will make
the final decisionNow after several attempts on our part to try and get a resolution
within the warranty period you are telling us that he did not find any defect.
Please answer this
question, if he did not find any defect to begin, why after a month had gone by
when we did not get a call back as expected, and when we finally called your
customer service department, we were told that the defect was due to ware and
tear. Because of this nothing was going to be done! This response was well
within the warranty period, but of course we did not purchase the extended warranty
If we had purchased this warranty would an expert technician come to our home
during the warranty period?
We tried more than once
to get this resolve within the warranty period to no avail, and basically it’s
the same story your store is trying to absorb themselves of any ill-well towards
us as a customerSo we did not purchase the warranty was that a reason to neglect
our request to have a quality person come to our home and look at the defective
sofa set we had purchase. You store just reject our complaint stating wear
and tear, and is it the fact that we did not purchased the extend warranty, so
we are being punished for not spending more money in your store!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Good Afternoon Revdex.com-
We absolutely agree that waiting that
long would be
unacceptable. We have shipped the part
already via US Mail. We have written up
the installation service. As soon as the
customer receives the part they can call in to schedule. The service number is ***. We are very sorry that the port has stopped working;
we expect the customer should receive it mid week as it has been shipped from
***.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon
Revdex.com,
This
customer’s request for resolution has been adequately satisfied and our records
reflect that a new living room set is scheduled to be delivered to this
customer on Please pass on my apologies to this customer for her
frustration, embarrassment at her home show, and also for our service technician
coming later than the estimated time frame she was providedAs we are a company
built on honesty I feel that it important to educate this customer that the
time frame windows we provide are estimates and never a guaranteeThere are
many events that can occur on the road or inside other customer’s homes that
are beyond our control and it is always recommended that our customer’s pick a
day where they have full flexibilityPlease note our disclaimer of ‘All day
delivery service’ is distinguished on our customer’s sales invoice to ensure
our valuable customer’s prepare appropriately for their appointments
I am glad
that we were able to take responsibility and ultimately make this customer’s
concern right
Thank You,
*** ** ***
Bobs
Discount Furniture
Corporate
Customer Care Liaison
Good Morning Revdex.com-
0in 0pt;">We do understand the customer’s frustration. We have a set policy we follow, all
manufacturing defects must be documented with either a technician report or
photos the customer submitted. On April
5, we sent this customer an email on how to submit photos of the issues
with the table. I do not see that those
photos have been submitted. We would not
be able to offer any sort of recourse without either a technician report or
photos clearly showing that there is a manufacturing defect. We will accept those photos attached to this
complaint or the customer can submit through Bob’s regular channels
The customer needs to call into customer care to schedule the service for
the technician to install the cores that were received. As these parts do not come through customer
care, we would not be aware that parts were received unless the customer called
to advise. In an effort to make this as
easy as possible for the customer, I have already created the installation
If this customer would like the technician to inspect the table while in
the home, please advise when you call into customer care to schedule, the agent
will add to the existing service to ensure the tech is given adequate time to
complete both services
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 “Pit” 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 excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture
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 and at the time of purchase, the customer purchased the option of
Goof Proof Plus.
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, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be from a single accident and 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.
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works. It will only cover a single
accident at a time. Telling them the dog
had accidents in several places would not be a single accident.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Good Morning Revdex.com,
"margin: 0in 0in 10pt;">I have reached out to this customer today (5.07.02014) by
the phone number provided in this claimI have left a message on the machine
with my direct phone number asking the customer to call me back directly so I can
try my best to help satisfy this concern
Please pass on my apologies to this customer as well as my
email address: ***
I am unable to locate the pictures that were taken by our technician in
January of and I will be asking this customer to provide me with current
photos of his concerns so I may proceed deeper into being able to offer a resolution
to these concerns
Thank you
for providing us with an opportunity to make it right,
*** ** ***
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Good Afternoon Revdex.com-
We are very sorry that the customer is
having an issue with
this bed. The first technician that was
at the home September 21, did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer was
reporting was because the bed is on a non-carpeted surface. The technician advised the customer install
rubber feet, a carpet runner or carpet pad.
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto. The
support legs only are activated when someone uses the bed. They then touch the floor and need a surface
that they can grip. We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Complaint: ***
I am rejecting this response because:
It is not a solution to my problem I do not care to have store credit to buy their inferior products and do I strap the loveseat and sofa to the top of a honda accord?? The cost of returning the furniture on my dollar is not an exceptional solution
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods.
I do not agree with your statement that it was delivered brand new from the manufacturerWhen the mattress was deliveredit was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frameIt was NOT sealed in a plastic bag as was the mattress when it was brought into my home.
Enclosed please see the attached report from the exterminator which cost me $My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply These were Carpet beetles that were infested inside of the wood of the foundationI still have to have the Carpet steamed and wait additional days to have a followup call
This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on I am sure you understand that this was a very huge inconvenience I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon I am sure that if it was you dealing with this issue you would not make payments on a mattress that you DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner
Sincerely,
*** ***
Good Afternoon ***,
class="MsoNormal" "margin: 0in 0in 10pt;">I am very sorry to learn of your disappointment with your sectional
I assure you that Bobs Discount Furniture cares very much to satisfy our
customers concerns and we stand behind the quality of our productsThe two
technician’s that visited your home from Bobs Discount Furniture reported that
the tearing on your sectional and the lumping of the material are related to
the sectional being battered during the use it receives within its current
environmentWe are willing to make an extreme exception as a courtesy to you
in this case and provide two options for resolution, should any replacement
item provided to you experience damages caused by the environment Bobs Discount
Furniture will not offer to take responsible or ownership for such damages
Bobs Discount Furniture warranties your merchandise against manufacturing
defects as deemed by our factory trained techniciansThe *** *** Plan, as
it name denotes, is for protection against many one time accidental occurrences
of damage and is managed thru a third party company called *** *** ***
At this time we can offer you two options for resolution, I have
listed these below for your review:
Option #1:
One time even exchange of the *** sectionalWe will take
away the current model you have and deliver a factory fresh model on the same
date
-Or-
Option #2:
One time store credit to reselect to a different set (the credit
will be based off the original price you paid for the sectional)If you select
this option we will also include a store credit for the storage ottoman you
purchased to match as a one time courtesyWe will take away the current model
you have and deliver a factory fresh model of your new selection on the same
date
Please let us know how you would like to proceed from this
point
Sincerely,
*** ** ***
Bobs Discount Furniture
*** *** *** ***
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 am very sorry that the missing hardware has
caused issues with plans you had set up.
I see that this customer has already spoken with my colleague and it appears
the customer has been offered and accepted a return for refund, as this
delivery was not completed. Per the
notes, the customer needs to call back in with the original method of payment,
and schedule the pick up.
It does appear that we have sent the hardware, set up
the table and the missing chair is scheduled for delivery on 10.4.16.
If the customer is happy with the set in the home, we
can cancel off the pickup for refund paperwork and offer compensation for the
delay in having the delivery successfully completed. We do offer Bob’s Gift Cards as compensation
as a way to make it right for the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Complaint: ***
I am rejecting this response because:
This company continues to disappoint There is no disputing the follow up calls that are noted in their response however despite their follow up I am still without a desk I have repeatedly advised that I need this desk for a work from home assignment that began last Monday In my opinion, refunding shipping hardly addresses the issues with my dealings I'm not sure why there's confusion over my comments of requesting a refund? If it's considered unreasonable, I'd say it's about as unreasonable as waiting months for my order to be completed There's been misrepresentations made by this company throughout this experience, as early as this past Saturday when they notified me of the damaged desk I specifically requested the replacement hutch be delivered this Wednesday with the replacement desk The customer service rep assured me that was noted and confirmed with the delivery team yet Bob's delivery team still showed that dayLuckily we had not left for the day and were home to accept the delivery Nonetheless, I have no choice but to accept the desk tomorrow because I need it for a home inspection by my employer
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
The store says that they have not been given an opportunity to handle the concern directly- this is not trueI have called the store directly before AND after contacting ***Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warrantyThey gave me ***'s phone noand directed me to call *** directlyAdditionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchaseBob's should not be selling these accidental protection plans for five years if they are not able to stick to their word
This was an accident and should be covered by the accidental protection planThe only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damagesPlease resolve this issue by sincerely helping us out and refunding/ replacing our furnitureMany thanks,
Sincerely,
*** Desai
Good Afternoon *** ***
Our records indicate that we have successfully addressed and resolved your merchandise concernsAs a result of your experience with our sales staff, delivery and merchandise issues, we have refunded your $59.99 delivery charge and issued you a $gift card
It is our hope that you are now able to fully enjoy your new furnitureYour business is appreciated and we apologize for the inconvenience we caused
Sincerely
*** ***